Field Support Representative

JOB SUMMARY

We are looking for a motivated and dedicated Field Support Representative that can work independently to deliver high quality customer service. Our goal is to maximize customer engagement and conversions through effective customer training and meaningful interactions to support our business growth.

As part of our commercial team, you will work closely with customers to install instruments, train clinic staff on their proper use and maintenance, and provide ongoing support to ensure a seamless experience. You will collaborate with clinic teams and the broader IDEXX ecosystem to proactively prevent and resolve technical issues, while helping customers expand their diagnostic capabilities.

Strong communication and time management skills are crucial for the success in this role. The successful candidate will apply a curiosity-driven approach to take initiative to understand customer workflows, build strong relationships, and resolve complex challenges through effective communication and strategic engagement that maximizes the value of our solutions.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Install In-house Devices (IHD) at customer locations. Adjust devices as needed in coordination with the environment and other resources. Assemble components, test operations, and perform quality control. Diagnoses and resolves technical issues if presented.
• Provide customer training in the use of our IHD products and services. Provide training in a variety of formats, utilizing existing and/or developing educational material (eg. Videos, manuals and PPTs) to ensure customer satisfaction.
• Conduct Full Staff Trainings, utilizing existing and/or developing educational material (eg. Videos, manuals and PPTs) and organizing training sessions with the customer. Collaborate with teams (eg. Sales, Professional Service Veterinarians) to create training modules and find patterns in customer success and improve accordingly.
• Organize regular and post-installation customer visits. Research customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
• Communicate the benefits of additional company products and services when appropriate, in collaboration with Sales. 
• Provide support for new and existing customer and go-live events. Communicate customer needs and coordinate with Sales, Customer Technical Support (CTS), R&D and/or others to address customer issues or for additional products and services as needed.
• Provide on-site complex technical support related to our In-house Devices in compliance with established protocols, policies, and applicable regulatory guidelines. Consult with CTS to identify what has already been performed to resolve the complex issue and continuously collaborate to resolve and meet customers’ needs.
• Document all customer visits and interactions in a timely manner and adhere to and model the IDEXX Purpose & Guiding Principles.
• Perform other duties as assigned.

EDUCATION:

• Bachelor’s degree or equivalent combination of education and experience required.

EXPERIENCE:

• Min 3 years’ related experience required.
• Veterinary/medical or lab experience preferred.
• Experience or training in customer service is desired.

REQUIRED SKILLS AND ABILITIES:

• Excellent interpersonal skills with the ability to address, adapt and diffuse varying customer situations using effective communication to meet their unique needs.
• Ability to train customers on the use of technical equipment, effective processes, and workflow.
• Self-starter who takes the initiative to identify and implement improvements that drive business growth.
• Technical skills to troubleshoot and resolve problems with Company products and services.
• Ability to work collaboratively with internal departments to solve problems and address customer needs in a timely manner.
• English and Korean communication skills, both written and verbal, including presentation skills.
• Good problem solving and research skills.
• Strong organizational, time management and prioritization skills.
• PC skills.

PHYSICAL DEMANDS: 

• Ability to drive car for extended periods.
• Regularly required to stand and sit for extended periods; extend and stretch out with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls, and tools.
• Occasionally required to climb, balance, bend, stoop, kneel or crouch and flex the legs.
• May be required to lift, move and carry up to 27kg.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficiently to effectively communicate with customers and employees via telephone and in person.
• Weekend hours and weekday overtime may be required.
• Extensive overnight travel required.
• Ability to travel over the country.

WORK ENVIRONMENT:

• Territorial assignments are determined based on the hub cities of Seoul/Incheon, Daejeon/Sejong, and Daegu
• Customer locations.
• Busy veterinary clinic environment.
• Work around and/or have contact with animals.
• General office environment or light laboratory, with some areas to examine animals and run laboratory tests.
• Normal office noise level, with occasional moderate noise.

WHY IDEXX?

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 disease. 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.

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, colour, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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