Field Support Representative, Northern Ireland
IDEXX is a leading veterinary diagnostics company, creating some of the most innovative products and services in the industry, each of which helps keep pets and livestock healthy. Veterinary practices and clinics depend on our products and our highly skilled field teams who provide customers with support and advice.
Field Support Representative — Fixed term 18 month contract
We are looking for a Field Support Representative (FSR) in Northern Ireland (ideally close to Belfast), with effective communication skills, strong self-organization, and an empathetic, customer-focused approach. As an FSR, you will work closely with Field Sales Professionals and other internal teams to develop strategies to maintain and grow Customer Accounts through education and other customer-centric activities. You will install, onboard and train staff in clinics on the best way to use IDEXX products and services, and identify additional needs to present solutions. You will also assist with critical customer-need visits, providing onsite technical support when issues arise. FSRs are expected to visit customers in the field daily, with occasional schedule adjustments for customer events and industry tradeshows.
The Field Support Representative position is field-based and you will work from a home office. You will use a wide array of programs and tools to plan and strategize customer visits, serving as an IDEXX Ambassador and trusted advisor. No two days are the same, and you will manage your schedule and travel based on the territory and customer needs, while focusing on your own professional development and growth.
What do you need to succeed?
* Ability to build relationships with a range of personalities and to visit diverse people and places.
* Minimum of three (3) years veterinary clinic experience with training and/or practice management background strongly preferred; a Veterinary/Veterinary Nurse or other applicable degree is preferred.
* Effective communication and collaboration with customers, management, and peers.
* Ability to build strong customer and peer partnerships to gain confidence and trust.
* Strong planning and prioritization skills in a dynamic environment; able to make quality, timely decisions.
* Effective listening skills to discover customer needs and adapt your approach; maintain a professional brand for yourself and IDEXX.
* Comfort with learning and using technology (computers, tablets, smartphones); computer networking experience is preferred.
* Full UK driving license and willingness to travel up to 70% of the time within the territory, with overnight stays if required.
In This Role
* Provides on-site customer support related to product or service installation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
* Installs equipment at customer locations, assembles components, tests operation, and coordinates with in-house resources as needed.
* Trains customers in the use of company products, equipment and services; provides training in various formats and with supporting materials; ensures customer satisfaction.
* Troubleshoots customer problems and issues with company products and services; diagnoses and fixes problems with assistance from in-house resources as needed; plans and implements strategies for more complex issues.
* Provides support for new customer installations and go-live events, coordinating resolution to ensure a smooth customer experience.
* Communicates customer needs for additional products and services to the sales team, R&D and others; coordinates other teams and resources as needed; ensures ongoing customer satisfaction.
* Researches customers prior to site visits to anticipate issues and enhance the overall experience.
* Details benefits of additional company products and services as appropriate.
* Documents customer visits and interactions.
* Supports quality management system and other compliance requirements.
Why IDEXX
We’re proud of the work we do, because our work matters. IDEXX is an innovation leader with customers in over 175 countries and a global workforce of over 10,000 people. We offer a positive and respectful work culture that embraces challenges and encourages learning and discovery. IDEXX provides competitive compensation, incentives, and benefits while offering meaningful work that drives improvement. Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, or any other protected category under applicable laws.
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