Field Support Representative

Virtual South Korea, South KoreaOn-site

Responsibilities

Adjust devices as needed in coordination with the environment and other resources.
Assemble components, test operations, and perform quality control.
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
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.
Install In-house Devices (IHD) at customer locations.

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.
Provide support for new and existing customer and go-live events.
EDUCATION: Bachelor’s degree or equivalent combination of education and experience required.
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 work collaboratively with internal departments to solve problems and address customer needs in a timely manner.
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.
Ability to travel over the country.