Field Support Specialist

Job not on LinkedIn

October 23

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $58k - $68k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 Field Service Engineer

🦅 H1B Visa Sponsor

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Mars

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B2C • eCommerce • Wellness

Mars is a global manufacturer known for its iconic brands across various consumer-focused sectors, including pet care, food and nutrition, and sweets. The company produces popular snacks and treats including chocolate, chewing gum, mints, and fruity confections, such as M&M'S, Snickers, and Skittles, bringing happiness to families and their pets. Mars is deeply committed to sustainability and has implemented the Mars Sustainable in a Generation Plan to improve the health of the planet including initiatives focused on reducing carbon emissions and responsible sourcing. Furthermore, Mars is heavily invested in creating a better world for pets through its extensive pet nutrition and health services. With over a century of operation, Mars places a strong emphasis on inclusion and diversity, striving for a positive impact within the communities it serves.

10,000+ employees

Founded 1911

👥 B2C

🛍️ eCommerce

🧘 Wellness

📋 Description

• Responsible for customer relations and education upon sale completion and coordination of IHD install and components. • Plans, schedules, organizes, documents and performs all Reference Lab Onboarding and IHD installations. • Physical install of IHD systems and computers at clinic location as well as gaining understanding from and raising concerns on behalf of the client to ensure resolution. • Applications and use training for customers for all products and services offered by Antech IHD, RL and other SDx services. • Own IHD system post-installation follow - up activities, identify gaps and road blocks that occurred during the installation process and facilitate resolutions, which may involve other departments. • Offer ongoing assistance and availability for on location support to customers whose needs surpass the abilities of phone and online interactive support. • Coordinate phone and online applications support as part of the ongoing training process (pre and post training) and as back up assistance to the Technical Support department. • Perform troubleshooting on system performance designed to improve customer self - sufficiency. • Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner. • Collaborates during the sales cycle regarding interaction/technical/workflow issues. • Produces high quality work in a timely manner. • Ensures compliance to training standards and uses independent judgment to recommend updates to those standards, and implementation of those updates. • Reviews and provides suggested optimization for individual clinic sample handling, workflow, and patient results management. • Actively supports RL portfolio growth and ensures integration of RL offerings with client software, troubleshooting connectivity/integration issues and training clients on the ordering process. • Facilitate repeated clinic staff training using independent judgment to determine when needed in furtherance of customer retention , IHD and RL usage, and in support our belief that Better Diagnostics equals Better Medicine. • Log all customer-related activity with attention to detail and in a timely manner in the corporate customer management database. • Work with the Technical Support Services (TSS) department to alleviate technical issues in identified clinics requiring re-training, analyzer maintenance, etc. • Work in close collaboration with Sales and TSS on an ongoing, pro-active basis to formulate solutions to various clinic and territory technical needs. • Maintains efficiency of clinic coverage, accountable to maintain call coverage within set guidelines. • Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives. • Serves as an on-site liaison between the customer and Antech. • Consults in the sales cycle regarding interaction/technical/workflow issues. • Manage time; territory, systems and accounts effectively to meet customer needs; organizational priorities and sales objectives. • Completes other duties as assigned.

🎯 Requirements

• BS/BA degree in related field preferred, or combination of education and industry experience • 4+ years relevant technical experience with demonstrated success. • Previous veterinary medicine background preferred, and prior customer service preferred. • IHD diagnostics experience: collection, preparation, testing, etc. • In-house diagnostics utilization , installation and training experience preferred. • Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry). • Must work well independently with minimal direction. • Able to determine when escalation of issues to leadership and manufacturing is necessary. • Intermediate knowledge of Microsoft Office Suite and other computer software required. • Knowledge of basic computer networks and components required. • Must possess good interpersonal skills with a customer service-oriented attitude. • Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule. • Proven ability to follow through and resolve issues. • Must be willing to be a team player and assist inside and outside of assigned areas as needed.

🏖️ Benefits

• Paid Time Off & Holidays • Medical, Dental, Vision (Multiple Plans Available) • Basic Life (Company Paid) & Supplemental Life • Short and Long Term Disability (Company Paid) • Flexible Spending Accounts/Health Savings Accounts • Paid Parental Leave • 401(k) with company match • Tuition/Continuing Education Reimbursement • Life Assistance Program • Pet Care Discounts