Field Support Representative

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Install, Maintain and/or Repair Veterinary Equipment 

• Independently responds to assigned customer service calls, diagnosing problems and making appropriate repairs.

• Repairs, loads, delivers, installs, and specs equipment to meet specific manufacturer, Federal and State regulations.

• Trains to perform standard system installations and tests the functionality of all components.

• Trains customers on the use and basic maintenance of equipment at the customers site.

• Learns and follows specific manufacturer guidelines for repairs as well as all company, OSHA, or other agencies' policies related to asepsis.

• Completes all required service forms (service order, confirmations, inventory, expense reports, time sheet, and equipment related items).

• Maintains strong and supportive customer relationships by providing technical support after initial installation of Equipment, PC software, and hardware and ensuring that service commitments are met within standard response time.

• Maintain relevant communication with Service Coordinator, Equipment Specialist and Territory Manager.

Inventory Management 

• Determines parts, supplies or tools needed to complete service requests.

• Uses, maintains, and secures test devices and tools used to adjust, calibrate, and repair equipment.

• Manages vehicle inventory and restocks as necessary.

• Physical inventory audits on a bi-annual basis

Asset Management 

• Ensures proper vehicle maintenance guidelines and safe driving habits are followed.

• Ensures proper use and maintenance of all company provided assets, including but not limited to phone, computer, parts, tools and uniforms.

Required Qualifications

• High school diploma or equivalent.

• 0-5 years prior experience in a Veterinary/Medical/Dental environment.

• PC skills in Windows based programs

• Must maintain a valid driver’s license and good driving record.

• Strong customer service skills

• Motivated team player

Preferred Qualifications

• At least 4 years of experience as a Certified, Licensed or Registered Veterinary Technician will be considered.

• Previous X-Ray experience preferred

• SAP experience

• Excellent organizational and problem-solving skills

• Carpentry/plumbing/heating/electrical/electronic related experience.

• Technical training in Bio-med/electronics or related technical field.

Working Conditions

Physical Demands

• Lifting or Carrying: Frequent to continuous heavy physical activity – lifting up to 100 pounds

• Sitting or Standing: Light physical activity

• Use of Hands: Occasional or frequent moderate physical activity

• Climbing: Light physical activity

• Operating a computer or other office device (Laptop 1 hour per day)

• Talking or hearing -- "position involves frequent communication with (customers, inside staff, etc.) and requires ability to understand and effectively exchange accurate information"

• Reading or sight -- "requires frequent review of vendor contracts"

Environmental Factors

• Hazardous chemicals

• Biohazard materials or waste

• High voltage

• Confined spaces (if installation or maintenance typically involves accessing wires in sub-floor crawlspace)

• This position requires traveling to customer locations and providing services and support to customers.

Travel and On-call

This position requires overnight travel.