customer support
Posted Apr 23Field Support Representative
at ezyVet
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.
Requirements
- 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.
Benefits
- 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.
- At IDEXX, you will be supported by competitive compensation, incentives, and
Additional details
- 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
- Diagnoses and resolves technical issues if presented.
- benefits of additional company products and services when appropriate, in collaboration with Sales.
- 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.