Field Support Representative, West UK

IDEXX is a leading veterinary diagnostics company, creating some of the most innovative products and services in the industry, each of which helps keep pets and livestock healthy. Veterinary practices and clinics depend on our products and our highly skilled field teams who provide customers with support and advice.

We are looking for a Field Support Representative (FSR) in the West (ideally Liverpool/Manchester area), with effective communication skills, strong self-organization, and who can approach every customer interaction with empathy and passion.

As a Field Support Representative, you will work closely with Field Sales Professionals and other internal teams to develop strategies to maintain and grow your Customer Accounts through education and other customer centric activities. You will 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. As an FSR, you will also assist with critical customer need visits, providing onsite technical support when things are not going according to plan.

FSRs are 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 and tools 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 territory and 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 – in addition a Veterinary/Veterinary Nurse or other applicable degree 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.
• You have a full UK driving license & you’re happy to be travelling up to 70% of your time within the territory to customer locations – with overnight stays if required.

In this role:

• 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.

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.

Let’s pursue what matters together.

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.