VetSoft Product Specialist - Team Lead

As a VetSoft Product Specialist (“PS”) - Team Lead you are a player/coach who works alongside the team.

In addition to helping lead the team you will also be responsible for training and consulting, and guiding the customer to understand how the choices they make in the design of their software will impact the way their staff is able to execute workflow in the practice.

You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth. When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

What you will do:

• You will  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.  
• Be a consultant coaching veterinary practices on the set up and configuration of their practice information management system (PIMS) and most IDEXX software.
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
• Ensures ongoing customer satisfaction and continuing strong customer relationships.  
• The Product Specialist positions are virtual based with up to 25% travel. Examples of travel include but are not limited to: customer adoption assistance, educational summits, professional training, and occasional software launches.
• Training and professional development for peers and assist with leading the team, process improvement.  
• Supports quality management system and other compliance requirements.

What do you need to succeed?

• Technical aptitude- early adopter of new technology
• Experience training adult learners (formal or informal) preferred but will be trained for the correct candidate.
• Comfortable with public speaking and leading meetings with more than 1 participant
• Ability to consult with individuals on best practice guidelines as provided by product teams
• To be successful in this role you will need to have expertise in setting and managing customer expectations, along with a demonstrated ability to lead without authority. 
• Excellent verbal and written communication skills; ability to present and explain information in a way that establishes rapport and persuades others and gains understanding. 
• A general business understanding of the veterinary industry, and how veterinary practices function is preferred (Including practice workflow, practice roles, and client communication).
• You will be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. 
• You will have the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. 
• Attention to detail and ability to track, diagnose and determine next steps in a plan. Ability to diagnose, troubleshoot and resolve customer issues, including both business and technical issues, and drive resolutions that benefit the customer and IDEXX.
• It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. 
• You must be comfortable learning and using technology (SaaS programs) and working with computers. You will use a combination of telephone, email, Salesforce (CRM), Teamwork (project management app) and other SaaS solutions to ensure a high-quality experience with onboarding. 
• Ability to work virtual based with up to 25% travel. Examples of travel include but are not limited to: customer adoption assistance, educational summits, professional training, and occasional software launches.
• Key Traits are Highly organized, Detail oriented, Analytical thinking skills, Technical aptitude for SaaS products, Professional Persistence, Ethical, Ability to influence without authority, Authenticity,-Self-Motivated, Ability to manage multiple priorities and remain composed during busier times, Affinity for web-based tools and solutions, Ability to work independently and willingness to collaborate as part of a team.

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. 
Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.