PRIMARY DUTIES AND RESPONSIBILITIES:
Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.
Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.
Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
Ensures ongoing customer satisfaction and continuing strong customer relationships.
Supports quality management system and other compliance requirements.

EDUCATION:

Bachelor's degree or equivalent in medical, veterinary, or other related science and technology preferred
Master's or higher degree is a plus

REQUIRED SKILLS AND ABILITIES:

High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
Technical record keeping management skills.
Reasoning and analytical skills to resolve issues.
Phone skills, with ability to establish rapport.
Attention to detail.
Organized with ability to multi-task.
Ability to work independently and as part of a team.
Supervisory skills, if a lead position.
Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Personal computer skills, including Microsoft Office.

PHYSICAL DEMANDS:

Extensive sitting, phone and computer use.
May be required to lift, move and carry up to 50 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.
Extended hours may be required.
Some travel required.

WORK ENVIRONMENT:

Laboratory environment with potential biohazards present.
Potential for exposure to agents known to cause zoonotic disease in humans and use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from department supervision.

LEVELING GUIDE:

Has developed skills through training or experience. Performs most established procedures and will typically be considered semi-skilled through on-the-job experience.
Work typically involves prescribed processes with opportunity for creativity and judgment within established procedures with a moderate degree of supervision.
Resolves routine issues with senior staff or supervisory guidance and approval.
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