Field Support Representative Belgium - Region Antwerp And Limburg

Field Support Representative

As a Field Support Representative you will work closely with Field Sales Professionals and Customer Support to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities. You would install, onboard and train the staff in the clinic on the best way to use IDEXX products and services, while also identifying additional customer needs and presenting solutions to help. You would assist with critical customer need visits, providing onsite technical support when things are not going according to plan. As an FSR you would be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate industry events/tradeshows.

The Field Support Representative positions are field based in which you will work and travel from a home office. You would utilize a wide array of programs to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. No two days are the same, and you would be accountable for managing your schedule and travel based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.

What do you need to succeed?

Being able to build relationships with all personalities is a must! You would get to visit some amazing people and places as you work.

To be successful in this role you will need to possess a minimum of three (3) years veterinary clinic experience with a training and/or practice management background strongly preferred.

You can effectively communicate and collaborate with customers, management, and peers.

You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.

Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions.

It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. Presenting a professional brand for yourself and IDEXX at all times.

You must be comfortable learning and using technology such as computers, tablets and Smartphones. Computer networking experience is preferred

PRIMARY DUTIES AND RESPONSIBILITIES:

Provides on-site customer support related to Company 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 and tests operation. Adjusts equipment as needed, coordinating with in-house resources and others.

Trains customers in the use of Company products, equipment and services. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of Company products and services.

Troubleshoots customer problems and issues with Company products and services. Diagnoses and fixes problems with assistance of in-house technical resources and others as needed. Plans and implements strategies for addressing more complex issues as needed.

Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience.

Communicates customer needs for additional products and services to sales team, research & development and others. Coordinates other teams and additional resources to address customer issues as needed. Ensures ongoing customer satisfaction.

Researches customers prior to site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.

Details benefits of additional Company products and services as appropriate.

Documents customer visits and interactions.

Supports quality management system and other compliance requirements.

EDUCATION/EXPERIENCE:

High School degree or equivalent combination of education and experience required. Veterinary/Veterinary Nurse or other applicable degree preferred.

3 years experience working in a veterinary practice required, management experience preferred.

REQUIRED SKILLS AND ABILITIES:

Technical skills to troubleshoot and resolve problems with Company products and services.

Communication skills, both written and verbal, including presentation skills.

Coordination and project management ability.

Relationship management skills, including ability to resolve difficult customer situations.

Ability to train customers on the use of technical equipment and effective process and workflow.

Ability to address and diffuse difficult customer situations

Ability to adapt to varying customer situations and through the use of effective listening skills, understand and respond to the unique needs of each customer.

Ability to work collaboratively with internal departments to solve problems and address customer needs

Good problem solving and research skills.

Strong organizational, time management and prioritization skills.

PC skills.

Fluency in Flemish, Dutch and English language required, fluency in French considered as a plus.

PHYSICAL DEMANDS:

Regularly required to stand and sit for extended periods; extend and reach 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.

May be required to lift, move and carry up to 60 pounds.

Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.

Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.

Ability to communicate verbally on phone and in person.

Fluency in Flemish, Dutch and English language required, fluency in French considered as a plus.

Weekend hours and weekday overtime may be required.

Extensive overnight travel required, up to 75%

Ability to travel and work internationally.

Ability to drive car for extended periods.

WORK ENVIRONMENT:

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.

LEVELING GUIDE:

Has developed expertise in a range of processes and procedures, typically through combination of job-related training and considerable on-the-job experience. Has developed a specialized level of skill to perform assigned tasks.

Work typically involves technical skills and/or administrative duties, including a variety of atypical assignments.

Works autonomously within established procedures and practices.