Diagnostics Technical Specialist

Role Description

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings and are responsible for the overall business health and customer satisfaction of their assigned territory. The DTS primary purpose is to assist clinics with all aspects of implementation, training, operations, applications, and problem resolution on all veterinary diagnostic products and services. The DTS will be involved in all phases of the onsite support process with emphasis on analyzer installation, diagnostics implementation, assist with PIMS/connectivity, workflow improvements, and increasing utilization of account’s diagnostic products and services.

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

Responsibilities:

Responsible for the success of the relationship with assigned clinics to achieve the goals and objectives identified by the customer and company to improve utilization, increase adoption, and minimize implementation time of diagnostic products and services.

Responsible for identifying, quantifying, qualifying, tracking, and evaluating clinic pain points; and, for facilitating, developing, designing, and implementing clinic workflow processes that improve overall customer experience with diagnostic products.

Responds 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.

Provides clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations.

Provides post sale product installation and validation, applications, and operations training.

Completes daily activity documentation, including detailed reports after customer visits, by collecting, analyzing and summarizing all available information including detailed satisfaction information.

Must possess superb customer service skills, be able to work independently, make appropriate decisions with accuracy, timeliness, and complete follow-through.

Must understand general veterinary clinic operations including but not limited to diagnostic applications, financial limitations, training requirements, and workflow processes.

Must have the ability to create and deliver training presentations clearly and effectively in both formal and informal environments.

Works closely with the Area Business Manager (ABMs) and Diagnostic Solutions Consultant (DSCs) to provide appropriate customer service in a team approach.

Works with the ABM and DSC team to identify and report opportunities for additional analyzers and consumables utilization in customer accounts, as well as new opportunities through referrals from existing customers.

Ability to safely lift and move 60 lbs.

Knowledge, Skills, Ability Requirements:

Basic computer skills (ie. Microsoft Office, Excel, Adobe)

At least one year of experience working in a clinical setting.

Basic knowledge of animal disease states (preferred)

Knowledge of diagnostic products, instrumentation, and clinic processes.

Candidate must possess an analytical mindset, be coachable, and demonstrate critical thinking skills.

Must have the availability and willingness to travel up to 75% of work week and flexible to accommodate customer visit requests

This position requires travel to multiple locations within the Mobile to Pensacola to Tallahassee areas on a regular basis.  New hire initial trainings will be held in Union City, CA; Malvern, PA; and Parsippany, NJ.  National Sales Meetings and POA meetings will be scheduled in advance and will normally require out of state travel.

Typically works standard business hours, Monday through Friday.

Qualifications (Training, Education, & Prior Experience):

Position requires an Associate degree with a Bachelor degree is preferred.

A degree from a Veterinary Technology Program (preferred)

Credentialed Veterinary Technician (preferred)