Field Support Specialist

October 1

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Mars Petcare • Mars Food • Mars Edge • Mars Wrigley

10,000+

Description

• 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. • 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. • The FSS provides detailed end-user hands-on technical and staff training for these services. • They walk customers through software installation and launch newly-installed programs and analyzers for the first time. • The FSS sends technical documentation to customers and end-users and makes recommendations to associates or customers. • 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.

Requirements

• 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 with minimal direction • Able to determine when escalation of issues to leadership and manufacturing is necessary • Intermediate knowledge of Microsoft Office Suite and other computer software required • Knowledge of basic computer networks and components required • Must possess good interpersonal skills with a customer service-oriented attitude • Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule • Proven ability to follow through and resolve issues • Must be willing to be a team player and assist inside and outside of assigned areas as needed

Benefits

• Paid Time Off & Holidays • Medical, Dental, Vision (Multiple Plans Available) • Basic Life (Company Paid) & Supplemental Life • Short and Long Term Disability (Company Paid) • Flexible Spending Accounts/Health Savings Accounts • Paid Parental Leave • 401(k) with company match • Tuition/Continuing Education Reimbursement • Life Assistance Program • Pet Care Discounts