Field Support Specialist - Raleigh- Durham, NC

Job Purpose / Overview

Field Support Specialist (FSS) role supports field sales activity by providing hardware and accessory installation, software connectivity for Antech In‑House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science & Diagnostics products and services. The FSS provides technical and staff training, onboarding and ongoing relationship management within the Raleigh‑Durham, NC territory.

Field Based. Territory includes Raleigh‑Durham, NC. Candidates must be based within the territory.

Target Pay Range: $64,000–$70,000 annually.

• 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.
• Perform physical install of IHD systems and computers at clinic location and convey concerns on behalf of the client.
• Provide applications and use training for all products and services offered by Antech IHD, RL and other SDx services.
• Own IHD system post‑installation follow‑up activities, identify gaps, facilitate resolutions, involving other departments when needed.
• Offer on‑location support when needs surpass phone and online support.
• Coordinate phone and online application support as part of ongoing training and backup assistance to Technical Support.
• Perform troubleshooting on system performance to improve customer self‑sufficiency.
• Recognize and communicate product issues and potential improvements to others in the organization promptly.
• Collaborate during the sales cycle regarding interaction/technical/workflow issues.
• Produce high‑quality work in a timely manner.
• Ensure compliance to training standards and recommend updates and their implementation.
• Review and suggest optimization for individual clinic sample handling, workflow, and patient results management.
• Support RL portfolio growth and ensure integration of RL offerings with client software, troubleshoot connectivity/integration issues and train clients on the ordering process.
• Facilitate repeat clinic staff training to promote customer retention and increased IHD and RL usage.
• Log all customer‑related activity in the corporate customer management database.
• Work with TSS to alleviate technical issues requiring re‑training, analyzer maintenance, etc.
• Collaborate closely with Sales and TSS on a proactive basis to formulate solutions to clinic and territory technical needs.
• Maintain clinic coverage efficiency within set guidelines.
• Prepare, provide and convey diversified information through departmental procedures and directives.
• Act as on‑site liaison between customer and Antech.
• Consult 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.
• Complete 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.
• Work well independently with minimal direction.
• Determine when escalation of issues to leadership and manufacturing is necessary.
• Intermediate knowledge of Microsoft Office Suite and other computer software.
• Knowledge of basic computer networks and components.
• Good interpersonal skills with a customer service‑oriented attitude.
• Strong planning & organization skills with good attention to detail.
• Proven ability to follow through and resolve issues.
• Willingness to be a team player and assist inside and outside of assigned areas as needed.

Extensive travel with frequent clinic visits and overnight travel will be required up to 75% of the time.

Work requires manual dexterity, computer keyboarding, sitting, standing,…