Diagnostics Technical Specialist

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not provided

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings. They are responsible for the overall business health and customer satisfaction of their assigned territories, assisting clinics with all aspects of implementation, training, operation, applications, and problem resolution on all veterinary diagnostics products. The specialist will be involved in all phases of the onsite support process, with emphasis on diagnostics implementation, workflow improvements, and increasing utilization of diagnostic products.

Responsibilities

• Responsible for the success of the relationship with assigned clinics to achieve goals and objectives, improving utilization, adoption, and minimizing implementation time of diagnostic products.
• Identify, quantify, qualify, track, and evaluate clinic pain points; and facilitate, develop, design, and implement clinic workflow processes to improve overall customer experience with diagnostic products.
• Respond to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings.
• Provide clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations.
• Provide post-sale product installation and validation, applications and operations training.
• Complete daily activity documentation, including detailed reports after customer visits, by collecting, analyzing, and summarizing all available information, including detailed satisfaction information.
• Possess superb customer service skills, work independently, make appropriate decisions with accuracy, timeliness, and complete follow-through.
• Understand general veterinary clinic operations, including diagnostic applications, financial limitations, training requirements, and workflow processes.
• Have the ability to create and deliver training presentations clearly and effectively in both formal and informal environments.
• Work closely with the Area Business Manager (ABMs) and Diagnostic Solutions Consultant (DSCs) to provide appropriate customer service in a team approach.
• Work with the ABM and DSC teams to identify and report opportunities for additional analyzers in customer accounts as well as new opportunities through referrals from existing customers.
• Ability to safely lift and move 60 lbs.

Requirements

• Basic computer skills (e.g., Microsoft Office, Excel, Adobe)
• At least one year of experience

Travel

• Anticipated travel within assigned territory as required (up to 65%-75%)