Field Support Specialist Job at Antech Diagnostics (Spokane)

Field Support Specialist

Antech Diagnostics

Location:
United States , Spokane ▼
Coeur d'Alene

Category:
IT - Administration

Contract Type:
Not provided

Salary:

58000.00 - 85000.00 USD / Year

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Job Description:

The Field Support Specialist (FSS) role supports field sales activity by providing outstanding installation, onboarding and training, and integration support, as well as ongoing relationship management with our customers. The FSS is responsible for hardware and accessory installation, software connectivity for the Antech In-House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science and Diagnostic (SDx) products and services. The FSS provides detailed end-user hands-on technical and staff training for these services. They walk customers through software installation and launch newly-installed programs and analyzers for the first time. The FSS sends technical documentation to customers and end-users and makes recommendations to associates or customers. The FSS brings our customer support vision to life by demonstrating unwavering commitment to empathetic and caring veterinary diagnostic support from onboarding to relationship management to escalated support needs.

Job Responsibility:

Supports field sales activity by providing outstanding installation, onboarding and training, and integration support, as well as ongoing relationship management with our customers
Responsible for hardware and accessory installation, software connectivity for the Antech In-House Diagnostic (IHD) portfolio, Reference Lab (RL) portfolio, and other Mars Science and Diagnostic (SDx) products and services
Provides detailed end-user hands-on technical and staff training for these services
Walks customers through software installation and launch newly-installed programs and analyzers for the first time
Sends technical documentation to customers and end-users and makes recommendations to associates or customers
Responsible for customer relations and education upon sale completion and coordination of IHD install and components
Plans, schedules, organizes, documents and performs all Reference Lab Onboarding and IHD installations
Physical install of IHD systems and computers at clinic location as well as gaining understanding from and raising concerns on behalf of the client to ensure resolution
Applications and use training for customers for all products and services offered by Antech IHD, RL and other SDx services
Own IHD system post-installation follow-up activities, identify gaps and road blocks that occurred during the installation process and facilitate resolutions, which may involve other departments
Offer ongoing assistance and availability for on location support to customers whose needs surpass the abilities of phone and online interactive support
Coordinate phone and online applications support as part of the ongoing training process (pre and post training) and as back up assistance to the Technical Support department
Perform troubleshooting on system performance designed to improve customer self-sufficiency
Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner
Collaborates during the sales cycle regarding interaction/technical/workflow issues
Produces high quality work in a timely manner
Ensures compliance to training standards and uses independent judgment to recommend updates to those standards, and implementation of those updates
Reviews and provides suggested optimization for individual clinic sample handling, workflow, and patient results management
Actively supports RL portfolio growth and ensures integration of RL offerings with client software, troubleshooting connectivity/integration issues and training clients on the ordering process
Facilitate repeated clinic staff training using independent judgment to determine when needed in furtherance of customer retention, IHD and RL usage
Log all customer-related activity with attention to detail and in a timely manner in the corporate customer management database
Work with the Technical Support Services (TSS) department to alleviate technical issues in identified clinics requiring re-training, analyzer maintenance, etc
Work in close collaboration with Sales and TSS on an ongoing, pro-active basis to formulate solutions to various clinic and territory technical needs
Maintains efficiency of clinic coverage, accountable to maintain call coverage within set guidelines
Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives
Serves as an on-site liaison between the customer and Antech
Consults in the sales cycle regarding interaction/technical/workflow issues
Manage time
territory, systems and accounts effectively to meet customer needs
organizational priorities and sales objectives

Requirements:

BS/BA degree in related field preferred, or combination of education and industry experience
4+ years relevant technical experience with demonstrated success
Previous veterinary medicine background preferred, and prior customer service preferred
IHD diagnostics experience: collection, preparation, testing, etc.
In-house diagnostics utilization, installation and training experience preferred
Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry)
Must work well independently with minimal direction
Able to determine when escalation of issues to leadership and manufacturing is necessary
Intermediate knowledge of Microsoft Office Suite and other computer software required
Knowledge of basic computer networks and components required
Must possess good interpersonal skills with a customer service-oriented attitude
Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule
Proven ability to follow through and resolve issues
Must be willing to be a team player and assist inside and outside of assigned areas as needed

Nice to have:

Previous veterinary medicine background
prior customer service
In-house diagnostics utilization, installation and training experience

What we offer:

Paid Time Off & Holidays
Medical, Dental, Vision (Multiple Plans Available)
Basic Life (Company Paid) & Supplemental Life
Short and Long Term Disability (Company Paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts

Additional Information:

Job Posted:
February 13, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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