Field Support Representative (Hardware)-Eastern Region-Baltimore, MD
IDEXX Laboratories - Maryland

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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 5,000 people and offers products to customers in over 100 countries.

We are seeking a

Field Support Representative

(Hardware) Eastern Region, in the


area. Provides on-site technical support related to

system network performance


hardware installations

, 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 support teams 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.

Provides on-site

hardware and system network support

related to IDEXX products and services. Products supported, but not limited to, are

servers, workstations, thin-clients, routers, and switches.

Installs equipment at customer locations. Assembles components and tests operation. Adjusts equipment as needed, coordinating with in-house resources and others.

Trains customers, as needed, in the use of IDEXX 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 IDEXX products and services.

Troubleshoots and assesses customer problems and issues with IDEXX 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 both new or existing customer installations and/or 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 IDEXX products and services as appropriate.

Documents customer visits and interactions.

Provides constructive feedback to the internal teams that will drive improvements on the products and processes.

Performs other duties as assigned.

Adheres to and models the IDEXX Purpose & Guiding Principles.


High School Diploma or equivalent required.

A+, Network+, MCSE, MCITP or equivalent desired.

3 Years network and hardware experience required.

5+ years of network and hardware experience preferred.

Proficiency in MS Server versions, Active Directory, and Group Policy preferred

DHCP, static IP, and wireless routing and AP’s preferred

VPN a plus

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

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

Coordination and project management ability.

Relationship management skills both internally and externally, including ability to resolve difficult customer situations.

Ability to train customers on the use of technical equipment and effective process and workflow.

Ability to address and diffuse 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.

Ability and desire to advance knowledge within new products and software, as related to the position

Ability to work independently with little onsite Supervision

Ability to recognize, define and properly communicate process changes required

Strong organizational, time management and prioritization skills.

MAGIC® customer service skills training preferred.

Regularly required to stand and sit for extended periods; extend and reach 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.

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

Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.

Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.

Ability to communicate verbally on phone and in person.

Fluency in the English language.

Weekend hours, evening hours and overtime may be required.

Extensive overnight travel required.

85%+ Travel (Road Warrior)

Ability to travel and work internationally.

Ability to drive car for extended periods.

Customer locations.

Busy veterinary clinic environment.

Work around and/or have contact with animals.

General office environment or light laboratory, with some areas to examine animals and run laboratory tests.

Normal office noise level, with occasional moderate noise.

No unsolicited Employment Agency resumes are accepted.




Customer Support

Primary Location


Americas-United States-Maryland



CAG Cust Ops- FITS Digital East - 30000746




Job Posting


Nov 2, 2012, 1:39:13 PM

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IDEXX Laboratories, Inc. (NASDAQ: IDXX) is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a...