Field Support Representative, Veterinary Diagnostics
IDEXXSupport veterinary clinics across Kent and Essex with IDEXX diagnostic products. Install equipment, train clinic teams, and troubleshoot customer issues.
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IDEXX develops veterinary diagnostics, laboratory services, point-of-care analyzers, and software that support animal health and clinical decision-making. Its work spans products for pets and livestock, testing related to food and water safety, and consultation services for scientific teams.
The company serves veterinary practices, reference laboratories, agricultural and institutional customers, and other professional users. Its portfolio also includes practice-management and clinical software designed to connect diagnostic workflows with the day-to-day operations of veterinary organizations.
Field Support Representative, Veterinary Diagnostics
Support veterinary clinics across Kent and Essex with IDEXX diagnostic products. Install equipment, train clinic teams, and troubleshoot customer issues.
Description
- Partner with Field Sales and Customer Support to maintain and grow customer accounts.
- Install IDEXX products and services, onboard clinic staff, and provide training.
- Identify customer needs and recommend appropriate solutions.
- Provide on-site technical support during visits for urgent customer needs.
- Visit customers daily, adapting schedules for customer and industry events, including trade shows.
- Support on-site installation, training, and troubleshooting for products and services.
- Install customer equipment, assemble components, test operation, and make necessary adjustments.
- Train customers on company products, equipment, and services using varied formats and materials.
- Resolve customer issues with company products and services.
- Assist with new customer installations and go-live events, coordinating issue resolution.
- Share customer needs for additional products and services with Sales, Research and Development, and other teams.
- Research customers before site visits to anticipate issues and improve their experience.
- Explain the value of additional company products and services.
- Record customer visits and interactions.
- Follow quality management system and compliance requirements.
Requirements
- At least three years of experience in a veterinary clinic.
- Training experience or a practice management background is strongly preferred.
- Ability to build rapport with people of varied personalities.
- Strong communication and collaboration skills with customers, managers, and colleagues.
- Ability to develop strong partnerships with customers and peers.
- Ability to plan and prioritize in a changing environment and make timely, sound decisions.
- Strong listening skills and the flexibility to adapt communication and approach to the situation.
- Comfort learning and using computers, tablets, and smartphones.
- Computer networking experience is preferred.
- Fluent in English.
- Valid driver’s license required.
- Available to work weekends and weekday overtime when needed.
- Able to travel occasionally overnight and internationally on an infrequent basis for special business meetings.
- Able to stand and sit for extended periods.
- Vision abilities include close and color vision, depth perception, and adjusting focus.
- Able to communicate verbally by phone and in person.
- May need to lift, move, and carry up to 60 pounds.
Benefits
- Competitive compensation with the opportunity to earn an annual bonus.
- Employer contributions to a pension plan.
- On-the-job training and career advancement opportunities.
- Paid volunteer days off.
- ThanXX recognition program.
- Additional benefits.
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