Field Support Manager Italy.
At IDEXX we are passionate about animal health. As part of our continuous growth and the expansion of our European operations, we are looking for a Field Support Manager working in our Companion Animal Group (CAG).
Leads and supports Field Support Representatives (FSR) to provide excellent customer experience. Develops the team and provides ongoing coaching to drive performance. Collaborates with field partners to identify opportunities and managing a region towards a common goal. Coordinates resources and helps employees with territory management to support retention and growth. Is an advocate for internal and external customers and acts as a mediator to establish strong relationships.
Adheres to and models the IDEXX Purpose & Guiding Principles.
You would be responsible to install our best in class premium instruments, namely ProCyte, Catalyst One and SediVue and other analyzers of our product portfolio. Thereafter training of the staff at the customer practice on the best use of their newly acquired instruments. You would also assist with critical customer need visits, providing onsite technical support when things are not going according to plan. No two days will ever be the same. As an FSR you would be expected to visit customers in the field every day; adjusting your schedule as needed to attend customer events and to accommodate visits to emergency practices.
Contributes to development of FSR strategy, operating policies and procedures and leads/contributes to process/other improvements based on evaluation of existing procedures and business needs. Identifies problems, obstacles and opportunities and proactively takes action to address issues.
Strives for continuous improvement.
Facilitates relationship between field partners and field support representatives and act as the liaison to enable strong collaboration.
Supports and coaches individuals on territory management
Coaches and develops individual to provide excellent customer experience, explores developing opportunities and assigns internal resources.
Does ride along with Field reps to provide training and individual development
Ensures appropriate resources allocation and prioritizing. Provides guidance to employee on time management and ensures best allocation of their time so that ongoing internal and external customer satisfaction is maintained.
Enables and provides guidance to individual to utilizes data, metrics and system tools to ensure efficiency and to maximize customer experience.
Acts as a change champion and support organization in managing through change
Evaluates performance and provides coaching and development opportunities
Support and guide representatives through organizing travel to customers, helping to resolve issues, and the appropriate and timely reporting of site visits.
Communicates with other related departments to coordinate work and resolve issues as needed. Provides internal/external customer feedback and leads/participates in internal teams/projects related to product or process quality, new product development and improvements, services and other areas as needed.
Maintains knowledge of Company products and services and customer support knowledge as well as changes and developments in the industry affecting work activities.
May participate in outside industry groups and forums related to business activities.
Required Skills and Abilities:
Experience with project management
Big picture thinking
Supervisory skills and ability to give developmental feedback in a coaching environment.
Ability to organize, prioritize and direct work activities.
Experience with the operations, products and services in the area supervised.
Customer service skills including discovering and exploring customer’s needs, experience working with customers and maintaining good customer relationships.
Creating Awareness and advocacy
Reasoning and analytical skills to resolve issues.
Communication skills, both verbal and written.
Personal computer skills, including Microsoft Office.
Experience supervising remote, multi-site teams.
Experience installing and troubleshooting Company equipment, as well as customer training preferred.
Bachelor’s Degree or equivalent work experience required, preferably in Science or Computer-related field as applicable.
5-7+ years related work experience, with in-depth experience in the area supervised or business experience in the groups supported.
3+ year’s supervisory experience or a combination of supervisory and/or Company product knowledge.
Demonstrated leadership skills and business management perspective.
Extensive sitting, phone and computer use.
Ability to communicate verbally on phone and in person.
Native Italian and Fluent in English
Extended hours may be required.
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