Field Support Representative (FSR)
IDEXX is a leader in veterinary diagnostics, creating some of the most innovative products and services in the industry, each contributing to keeping companion and production animals healthy. Veterinary clinics and hospitals rely on our products and our highly qualified field teams, who provide support and advice to customers.
We are looking for a Field Support Representative (FSR) in Portugal, with excellent communication skills, strong self-organization ability, and who can approach each customer interaction with empathy and passion.
As a Field Support Representative, you will work closely with field sales professionals and other internal teams, developing strategies to maintain and expand your customer accounts through training and other customer-focused activities. You will be responsible for the installation, onboarding, and training of clinic teams on how to best use IDEXX products and services, while also identifying additional customer needs and presenting appropriate solutions. As an FSR, you will also provide support on critical customer visits, offering on-site technical support whenever necessary. It is expected that FSRs visit customers on the ground daily, occasionally adjusting their schedule to participate in customer events and industry fairs and conferences.
This role is performed on the ground, with work and travel from home. You will use a wide variety of programs and tools to plan and define the strategy of your customer visits, allowing you to act as a true ambassador for IDEXX and be seen by customers as a trusted partner. No day will be the same, and you will be responsible for managing your schedule and travel, according to the specific characteristics and needs of your territory and your customers, while also focusing on your professional development and growth.
What do you need to succeed? The ability to create relationships with different types of personalities is essential. You will have the opportunity to meet extraordinary people and places throughout your work.
To succeed in this role, you should have at least three (3) years of experience in a veterinary clinic, with strong value placed on experience in training and/or clinic management. Education in Veterinary Medicine, Veterinary Nursing, or another relevant area will also be valued.
You should be able to communicate and collaborate effectively with customers, management team, and colleagues.
It will be important to be able to build strong relationships with customers and colleagues, easily gaining their trust.
Planning and prioritizing work in a dynamic environment, as well as the ability to make quality decisions in a timely manner, are essential.
Excellent active listening skills are fundamental, in order to identify customer needs and adapt the approach and posture to different situations, while conveying a professional image of yourself and IDEXX at all times.
You should feel comfortable learning and using technology, namely computers, tablets, and smartphones. Experience in computer networks will be valued.
A valid Portuguese driver's license and availability to travel up to 70% of the time within the territory, with trips to customer facilities, including stays away when necessary, are required.
It is necessary to be a native Portuguese speaker and have fluent professional English.
In this role: Provide on-site customer support related to the installation, training, and/or resolution of problems of the company's products or services, in accordance with established policies and procedures and applicable regulatory requirements. Install equipment at customer facilities, assemble components, test their operation, and make necessary adjustments, in coordination with internal resources and other stakeholders. Train customers on the use of the company's products, equipment, and services, using various training formats, as well as documentation and other materials, ensuring customer satisfaction in the use and benefit of the capabilities of the products and services. Resolve customer problems and questions related to the company's products and services, diagnosing and solving situations with support from internal technical resources and other stakeholders when necessary. Plan and implement strategies to address more complex issues, when applicable. Support new installations and customer start-up processes, responding to any incidents and coordinating their resolution to ensure a smooth experience. Communicate to commercial, research and development, and other internal teams the additional product and service needs identified in customers. Coordinate other teams and additional resources to respond to customer questions whenever necessary, ensuring their continuous satisfaction. Collect information about customers before on-site visits, in order to anticipate possible questions and improve the overall customer experience. Present the benefits of additional company products and services, whenever appropriate. Document visits and interactions with customers. Support the quality management system and other compliance requirements.
Why IDEXX? «We are proud of the work we do, because our work matters. Leaders in innovation in all the sectors we operate in since 1983, our employees help pet owners around the world keep their pets healthy and happy, contribute to ensuring safe drinking water for billions of people, and support producers in protecting livestock and poultry against diseases.
We have customers in more than 175 countries and a collaborative global team. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you will have a competitive compensation, incentives, and benefits, while performing meaningful work that makes real improvements.
If meaningful work and a sense of purpose are at the top of your list, you will find it here. Let's pursue, together, what really matters.
IDEXX values diversity in its teams and workplace, and strongly encourages applications from women, people of color, people LGBTQ+, people with disabilities, members of ethnic minorities, foreign residents, and veterans.
IDEXX is an equal opportunity employer. Candidates will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, or veteran status.
