Our client is the leader of the diagnostic techniques and innovation technologies for a better veterinarian attention and more security of the food and water.
Responsible for managing the investigation and resolution of technical issues for assigned accounts. May provide in-house, field-based, or a combination of both in-house and field-based support. Support type may differ by line of business. Assumes responsibility for the technical aspects of account management on all product lines. Responsible for managing the customer relationship and satisfaction with our products.
PRIMARY DUTIES AND RESPONSIBILITIES:
• Acts as primary contact for the customer in the resolution of product related technical issues: o Answer technical inquires posed by customers and IDEXX coworkers. o Research, coordinate and lead investigation of product complaints and provides prompt response. o Insure that all incoming technical issues are logged and tracked.
• Enlists expertise from other internal departments, individually or as part of teams, to fully investigate customer inquiries and complaints. Details benefits of additional Company products and services as appropriate.
• Provides feedback regarding customer needs, furthering the company’s efforts in the development of new products or product improvements.
• 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.
• Serves as an interface and advocate for customers. Manages the issue process until resolution, which may require company resources.
• Employs accepted scientific methods and company laboratory policies to complete appropriate testing on abnormally performing products, quantifies/qualifies product issues, analyzes results, and recommends remedial actions for senior management approval.
• Supports other management initiatives relating to the products’ marketing and customer needs as assigned.
• May lead NPD teams and/or participate as team member.
• Installs products and equipment. Troubleshoots and consults on proper use of products and equipment provided to customers. Manages upgrades and ensures customer satisfaction. Conducts training for customers as needed.
• Enlists expertise from other internal departments, individually or as part of teams, to fully investigate customer inquiries and complaints. In-house:
• Provides variety of phone-based product-related technical customer support and account management.
• Investigates, researches, runs tests and experiments and presents results.
• Troubleshoots issues and provides solutions, collaborating with research development, operations, product support and others.
• Leads/participates in process/product improvement/development efforts.
• May arrange calibration of equipment as needed.
• Provides customers product information supporting sales efforts through telephone and email contacts.
• Prepares technical documentation, data summaries and other information to facilitate discussions on how to resolve customer issues.
• Prepare data presentations that leverage statistical modeling and advanced math principles
• Coordinates transport of customer samples and returned products for evaluation
QUALIFICATIONS: EDUCATION:
•High School diploma required, Bachelor’s degree preferred. EXPERIENCE:
• Laboratory experience or demonstrated abilities. Preferred lab experience includes, immunoassays, PCR, and related techniques.
• Experience in technical service or customer service in a customer facing role.
• Experience interacting with a variety of cultures.
• Good laboratory skills and experience with related techniques.
• Experience relating complex information to variety of audiences (low/moderate understanding to advanced understanding).
• Teaching technical and/or advanced concepts.
• Experience in agricultural or veterinary services a plus. REQUIRED SKILLS AND ABILITIES:
• Good problem solving and research skills.
• Understands related regulatory procedures, including compliance with ISO or equivalent, GMP, and OSHA procedures.
• Apply adult learning principles.
• Social skills to handle difficult situations and people.
• Strong organizational skills.
• Excellent communication skills, both verbal and written.
• Ability to multi-task, prioritize, and manage change.
• Working knowledge of spreadsheet, word processing, database, presentation, and data collection software.
• Statistical analysis with JMP or equivalent statistical program.
• Ability to troubleshoot.
• Ability to communicate and interact well with other team members and customers.
• Ability to tolerate and handle biological materials (samples).
• Knowledge of industry supported a plus.
• Ability to speak and write in the language of supported territory. Ability to speak multiple languages a plus if international role.
PHYSICAL DEMANDS:
• Extensive computer use.
• Travel required; may vary according to role.
• Must be able to run ELISA, PCR, SNAP and other IDEXX test kits.
• Lifting up to 50 lbs. Verify current revision level in Document Control.
- Challenging environment
- Attractive salry and Package
- Innovative company culture
