Diagnostics Technical Specialist

Employment Type: Full-time

Position Overview

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings. The DTS is responsible for the overall business health and customer satisfaction of their assigned territories. Their primary purpose is to assist 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.

Anticipated travel within assigned territory as required (up to 60%-70%).

Responsibilities

• Responsible for the success of the relationship with assigned clinics to achieve goals and objectives identified by the customer and company, aiming to improve utilization, increase adoption, and minimize implementation time of diagnostic products.
• Responsible for identifying, quantifying, qualifying, tracking, and evaluating clinic pain points. Facilitate, develop, design, and implement clinic workflow processes that improve the 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, be able to work independently, and make appropriate decisions with accuracy, timeliness, and complete follow-through.
• Understand general veterinary clinic operations, including but not limited to diagnostic applications, financial limitations, training requirements, and workflow processes.
• 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.

Knowledge, Skills, and Ability Requirements

• Computer Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Adobe.
• Experience: At least one year of experience working in a clinical setting.
• Knowledge:
  • Basic knowledge of animal disease states preferred.
  • Knowledge of diagnostic products, instrumentation, and clinic processes.
  • Must possess an analytical mindset and demonstrable critical thinking skills.
• Travel: Must have the availability and willingness to travel up to 80% of the work week and be flexible to accommodate customer visit requests. This position requires travel to multiple locations within the US and Canada.
• Work Schedule: Typically works standard business hours, Monday through Friday. May be required to travel on a Sunday to be at a customer location Monday morning.
• Languages: Bilingual (Spanish or French) is a plus.

Qualifications (Training, Education, & Prior Experience)

• Associate degree required; Bachelor's degree preferred, or equivalent experience.
• Degree from a Veterinary Technology Program preferred.
• Credentialed Veterinary Technician preferred.

Company Information

• Employment Type: Full-time
• Role Type: Colleague