October 1
πΊπΈ United States β Remote
π΅ $58.6k - $68k / year
β° Full Time
π‘ Mid-level
π Senior
π Customer Support
β’ The Field Support Specialist (FSS) role supports field sales activity by providing outstanding installation, onboarding and training, and integration support, as well as ongoing relationship management with our customers. β’ 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. β’ The FSS provides detailed end-user hands-on technical and staff training for these services. β’ They walk customers through software installation and launch newly-installed programs and analyzers for the first time. β’ The FSS sends technical documentation to customers and end-users and makes recommendations to associates or customers. β’ The FSS brings our customer support vision to life by demonstrating unwavering commitment to empathetic and caring veterinary diagnostic support from onboarding to relationship management to escalated support needs.
β’ BS/BA degree in related field preferred, or combination of education and industry experience β’ 4+ years relevant technical experience with demonstrated success β’ Previous veterinary medicine background preferred, and prior customer service preferred β’ IHD diagnostics experience: collection, preparation, testing, etc. β’ In-house diagnostics utilization, installation and training experience preferred β’ Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry) β’ Must work well independently with minimal direction β’ Able to determine when escalation of issues to leadership and manufacturing is necessary β’ Intermediate knowledge of Microsoft Office Suite and other computer software required β’ Knowledge of basic computer networks and components required β’ Must possess good interpersonal skills with a customer service-oriented attitude β’ Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule β’ Proven ability to follow through and resolve issues β’ Must be willing to be a team player and assist inside and outside of assigned areas as needed
β’ Paid Time Off & Holidays β’ Medical, Dental, Vision (Multiple Plans Available) β’ Basic Life (Company Paid) & Supplemental Life β’ Short and Long Term Disability (Company Paid) β’ Flexible Spending Accounts/Health Savings Accounts β’ Paid Parental Leave β’ 401(k) with company match β’ Tuition/Continuing Education Reimbursement β’ Life Assistance Program β’ Pet Care Discounts
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β° Full Time
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