Field Support Representative II-Cornerstone Trainer - Tampa, FL
IDEXX Laboratories - Florida

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10120530-20140206

Description

IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,500 people and offers products to customers in over 175 countries.

Provides on-site customer and/or technical support related to

Cornerstone Practice Management Software

including service, installation, training and/or troubleshooting. Installs products and services at customer locations, trains customers in their use and investigates and resolves any technical or other problems. Coordinates with IDEXX technical and other resources to address customer issues. Supports quality management system and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.

PRIMARY DUTIES AND RESPONSIBILITIES:
Provides on-site customer support related to

Cornerstone Software

implementation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.

Trains customers in the use of Cornerstone Practice Management Software. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of supported Company products and services.

Troubleshoots customer problems and issues with software, hardware, equipment 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.

Performs other duties as assigned.

Qualifications

EDUCATION:
High School Diploma or equivalent required. Additional Veterinary or science-related coursework a plus

Certification as a Veterinary Technician or a combination of education and experience preferred.

EXPERIENCE

:

3-5+ Years related experience required. Veterinary Hospital or reference lab experience preferred.

REQUIRED SKILLS AND ABILITIES

:

Technical skills to troubleshoot and resolve problems with Company products and services.

Strong instructional and presentation skills

Must be able to teach complex applications and related information to a variety of student skill levels.

Communication skills, both written and verbal, including presentation skills.

Coordination and project management ability.

Relationship management skills, including ability to resolve difficult customer situations.

Ability to adapt to varying customer situations and through the use of effective listening skills, understand and respond to the unique needs of each customer.

Ability to work collaboratively with internal departments to solve problems and address customer needs

Good problem solving and research skills.

Strong organizational, time management and prioritization skills.

PC skills, general knowledge of installing and troubleshooting PC software and hardware components.

General experience working with Windows2000, Windows XP, Windows Vista, and Windows 2003 Server operating systems and Microsoft Office Suite.

MAGICĀ® customer service skills training preferred.

PHYSICAL DEMANDS:
May be required to lift, move and carry up to 60 pounds.

Ability to communicate verbally on phone and in person.

Fluency in the English language.

Weekend hours and weekday overtime may be required

.

Extensive overnight travel required:
75-85% National Travel (Road Warrior)

  • Ability to travel and work internationally.
Ability to drive car for extended periods.

WORK ENVIRONMENT:
Customer locations.

Busy veterinary clinic environment.

Work around and/or have contact with animals.

Normal office noise level, with occasional moderate noise.

IDEXX

attracts, rewards and inspires exceptionally talented and motivated people who are eager to participate in two of the most important technological revolutions of our time -biotechnology and information technology.

We offer outstanding opportunities for personal growth and success, and support excellence, world-class standards, and continuous improvement.

At

IDEXX

, we reward leadership initiative and excellence. Benefits include:

Health Insurance

Dental Insurance

401(k) Plan

Vacation Time

Sick Days

Paid Holidays

Life Insurance/AD&D

Dependent Life Insurance

Short- and Long-Term Disability Programs

Flexible Spending Accounts (Medical and Dependent)

Employee Referral Award Program

Employee Assistance Program

Employee Stock Purchase Plan

Personal Growth Leave

Bonus Plan

If you are looking for a challenging work environment that unleashes creativity and energy, is refreshingly honest and comfortably casual, and offers opportunities for unmatched personal growth, we want to hear from you!

About the area:
Portland, Maine recently ranked number 6 on Forbes magazine's list of America's Best Cities for Young Professionals, was ranked by Bloomberg Businessweek as one of the best places to raise kids, was listed by Forbes.com as one of America's Best Hipster Neighborhoods, was named the Foodiest city in the US by BonAppetit magazine, was ranked by Yahoo.com as having one of the healthiest and most affordable housing markets, and has recently been nominated for "Best Town Ever" by Outside Magazine. The magazine chooses its top 10 places to live based on a balance of great culture, breathtaking scenery, reasonable home prices, low-stress living, and, of course, easy access to the outdoors.

No unsolicited Employment Agency resumes are accepted.

EOE/M/F/D/V

Job

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Customer Support

Primary Location

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Americas-United States-Florida

Organization

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Customer Support Field - 30001774

Schedule

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Full-time

Overtime Status

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Non-exempt

Job Posting

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Feb 10, 2014, 4:31:24 PM

Idexx Laboratories - 7 months ago - save job - block
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IDEXX Laboratories, Inc. (NASDAQ: IDXX) is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a...