Field Support Specialist​/Spécialiste du soutien sur le terrain -Montreal, QC NB, NS, P

Field Support Specialist – Montreal, Quebec

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Work Type:
Field Based. This role covers a territory that includes Montreal, Quebec. Candidates must be based within the territory.

The target pay range is $58,600–$68,900 CAD annually. Pay decisions consider relevant skills, experience, education, training and budget.

Must be fluent in both English and French (spoken and written).

The Field Support Specialist (FSS) supports field sales by providing installation, onboarding, training, and integration support, and ongoing relationship management with customers. Responsibilities include hardware and accessory installation, software connectivity for the Antech In‑House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science & Diagnostics (SDx) products and services. The FSS delivers hands‑on technical and staff training, assists with software installation, launch newly‑installed programs and analyzers, distributes technical documentation, and recommends best practices.

The role embodies a vision of empathetic and caring veterinary diagnostic support from onboarding through escalated support.

• Customer relations and education upon sale completion and coordination of IHD install and components.
• Plan, schedule, organize, document and perform all Reference Lab onboarding and IHD installations.
• Physically install IHD systems and computers at clinic locations, address client concerns, and ensure resolution.
• Provide applications and use training for customers for all Antech IHD, RL and SDx services.
• Own post‑installation follow‑up activities, identify gaps, facilitate resolutions, and coordinate with other departments.
• Offer on‑site support to customers when phone and online support is insufficient.
• Coordinate phone and online application support; provide backup assistance to Technical Support.
• Troubleshoot system performance to improve customer self‑sufficiency.
• Communicate product issues and improvement opportunities to the organization.
• Collaborate during the sales cycle regarding technical and workflow issues.
• Produce high‑quality work in a timely manner.
• Ensure compliance with training standards and recommend updates.
• Optimize individual clinic sample handling, workflow, and patient results management.
• Support RL portfolio growth and integrate RL offerings with client software, troubleshooting connectivity.
• Conduct repeated staff training to advance customer retention and adoption.
• Log all customer‑related activity accurately and timely in the corporate database.
• Work with Technical Support Services to alleviate technical issues in required clinics.
• Collaboration with Sales and TSS to formulate solutions to technical needs.
• Maintain efficient clinic coverage and meet call coverage guidelines.
• Prepare and convey technical information per departmental procedures.
• Serve as on‑site liaison between the customer and Antech.
• Consult the sales cycle on technical/workflow issues.
• Manage time, territory, systems, and accounts effectively to meet customer and organizational objectives.
• Complete other duties as assigned.

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

• In‑house diagnostics utilization, installation, and training experience preferred.
• Ability to shift focus between tasks during heavy workloads (travel, phone, email, data entry).
• Strong independent work with minimal direction.
• Judgment in escalating issues to leadership and manufacturing.
• Intermediate knowledge of Microsoft Office Suite and computer software.
• Basic knowledge of computer networks and components.
• Excellent interpersonal skills and customer service orientation.
• Strong planning, organization, and attention to detail for complex schedules.
• Proven problem‑solving and…