Field Support Representative – 1 year cover

As a Field Support Representative (FSR), you will work closely with Field Sales Professionals and Customer Support to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities.  You would install, onboard and train the staff in the clinic on the best way to use IDEXX products and services, while also identifying additional customer needs and presenting solutions to help. You would assist with critical customer need visits, providing onsite technical support when things are not going according to plan. As an FSR you would be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate industry events/tradeshows.

The Field Support Representative positions are field based in which you will work and travel from a home office.  You would utilize a wide array of programs to plan and
strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor.  No two days are the same, and you would be accountable for managing your schedule and travel based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.

What do you need to succeed? 

  • Being able to build relationships with all personalities is a must!  You would get to visit some amazing people and places as you work.   
  • To be successful in this role you will need to possess a minimum of three (3) years veterinary clinic experience with a training and/or practice management background strongly preferred.
  • You can effectively communicate and collaborate with customers, management, and peers.  
  • You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.   
  • Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions.   
  • It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. Presenting a professional brand for yourself and IDEXX at all times.
  • You must be comfortable learning and using technology such as computers, tablets and Smartphones.  Computer networking experience is preferred.
  • Fluency in the English language.

What you’ll do:

  • Provide on-site customer support related to Company product or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
  • Install equipment at customer locations. Assemble components and tests operation. Adjust equipment as needed, coordinating with in-house resources and others.
  • Train customers in the use of Company products, equipment and services. Provide training in a variety of formats, as well as documentation and
    other materials. Ensure customer satisfaction in the use and capability of Company products and services.
  • Troubleshoot customer problems and issues with Company products and services. Diagnose and fix problems with assistance of in-house technical resources and others as needed. Plan and implement strategies for addressing more complex issues as needed.
  • Provide support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience.
  • Communicate customer needs for additional products and services to sales team, research & development and others. Coordinate other teams and additional resources to address customer issues as needed. Ensure ongoing customer satisfaction.
  • Research customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
  • Detail benefits of additional Company products and services as appropriate.
  • Document customer visits and interactions.
  • Support quality management system and other compliance requirements.

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet
owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.  At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.

Apply here:
Job ID: J-042246