Field Support Specialist - Raleigh- Durham, NC

Job Overview

The Field Support Specialist (FSS) role supports field sales activity by providing outstanding installation, onboarding, training, and integration support, as well as ongoing relationship management with our customers. The FSS is responsible for hardware and accessory installation, software connectivity for the Antech In-House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science and Diagnostic (SDx) products and services.

• Responsible for customer relations and education upon sale completion and coordination of IHD install and components.
• Plans, schedules, organizes, documents and performs all Reference Lab Onboarding and IHD installations.
• Physical install of IHD systems and computers at clinic location as well as gaining understanding from and raising concerns on behalf of the client to ensure resolution.
• Applications and use training for customers for all products and services offered by Antech IHD, RL and other SDx services.
• Own IHD system post-installation follow-up activities, identify gaps and road blocks that occurred during the installation process and facilitate resolutions, which may involve other departments.
• Offer ongoing assistance and availability for on location support to customers whose needs surpass the abilities of phone and online interactive support.
• Coordinate phone and online applications support as part of the ongoing training process (pre and post training) and as back up assistance to the Technical Support department.
• Perform troubleshooting on system performance designed to improve customer self‑sufficiency.
• Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner.
• Collaborates during the sales cycle regarding interaction/technical/workflow issues.
• Produces high quality work in a timely manner.
• Ensures compliance to training standards and uses independent judgment to recommend updates to those standards, and implementation of those updates.
• Reviews and provides suggested optimization for individual clinic sample handling, workflow, and patient results management.
• Actively supports RL portfolio growth and ensures integration of RL offerings with client software, troubleshooting connectivity/integration issues and training clients on the ordering process.
• Facilitate repeated clinic staff training using independent judgment to determine when needed in furtherance of customer retention, IHD and RL usage, and in support our belief that Better Diagnostics equals Better Medicine.
• Log all customer-related activity with attention to detail and in a timely manner in the corporate customer management database.
• Work with the Technical Support Services (TSS) department to alleviate technical issues in identified clinics requiring re‑training, analyzer maintenance, etc.
• Work in close collaboration with Sales and TSS on an ongoing, pro‑active basis to formulate solutions to various clinic and territory technical needs.
• Maintains efficiency of clinic coverage, accountable to maintain call coverage within set guidelines.
• Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives.
• Serves as an on‑site liaison between the customer and Antech.
• Consults in the sales cycle regarding interaction/technical/workflow issues.
• Manage time; territory, systems and accounts effectively to meet customer needs; organizational priorities and sales objectives.
• Completes other duties as assigned.

BS/BA degree in related field preferred, or combination of education and industry experience. 4+ years relevant technical experience with demonstrated success. Previous veterinary medicine background preferred, and prior customer service preferred. IHD diagnostics experience: collection, preparation, testing, etc.

• In‑house diagnostics utilization, installation, and training experience preferred.
• Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry).
• Must work well independently…