JOB SUMMARY:

The Installation Specialist I – Small Animal position installs, trains, and performs on-site first echelon service on Antech imaging products, with a strong emphasis on veterinary digital radiography instrumentation. This position works directly with customers to ensure timely installation, training, and service. The position requires heavy travel and strong customer service skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Product Installations and Customer Service:

• Responsible for Installation Case management, Salesforce Calendar tracking, and coordinating all assigned installation and training cases with the customer in a timely manner.

• Installs Digital Radiography products at customer locations. Installation may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, custom fabrication, internet, computer network connectivity, practice management software integration and electrical hook-up in accordance with product wiring diagrams, technical documentation, and corporate directives.

• Ensures compliance with imaging regulatory standards.

• Completes final calibration, testing of equipment and equipment performance evaluation documentation, as required.

• Completes all appropriate installation-related documentation and reporting.

• Records all work performed and customer communication in Salesforce Customer Relationship Management (CRM) database.

• Operates under required regulatory requirements including Federal and State Radiation performance standards, registration, and Quality Systems Regulations.

• Adheres to established quality requirements, (FDA - ISO9000), and safety requirements (electrical & radiation safety, safe lifting practices, etc.).

• Identifies and resolves customer issues including providing the customer with appropriate communication and involving appropriate personnel, i.e., Imaging Technical Support (ITS), Service and Sales. Ensures follow-up on on-going issues.

• Utilizes the call escalation process and communicates customer issues with Imaging Technical Support to optimize customer uptime and satisfaction while maintaining ownership of the issue.

• Takes ownership of difficult circumstances and shows a sense of urgency in getting results prioritized by Service Management or the customer.

Product Training

• Provides veterinary clinic staff training.

• Ensures compliance to training standards.

• Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives.

Field Service

• Works in close collaboration with Imaging Technical Support (ITS), Sales and Service teams on an ongoing, pro-active basis to formulate solutions for various clinic needs.

• Troubleshoots diagnostic technical issues on site when dispatched by Imaging Technical Support (ITS) to do so.

• Serves as an on-site liaison between customer and Heska.

Other duties as assigned

EDUCATION AND/OR EXPERIENCE:

• High School graduate or equivalent

• AA degree or higher in Electronics Tech required or Military equivalent as well as strong mechanical aptitude.

• Preferred 1-year experience in the Medical or Veterinary Imaging Service industry with proven knowledge and skill in installing and repair.

• 0 to 1-year experience in veterinary digital radiography equipment, installation and repair on SoundElkin, Sedecal, Bennett, Innovet, IDEXX or general X-ray a plus.

• Minimum of 1 year of experience in AC/DC theory and troubleshooting electronics.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must have a current and valid driver’s license with a driving record that meets company standards.

• Ability to work independently and manage workload with remote oversight and guidance.

• Consistently displays strong analytical and customer services practices.

• Displays strong interpersonal, oral and written communication skills. Ability to effectively speak with customers and to explain complicated processes in simple terms.

• Ability to assemble, modify or retrofit complex mechanical systems with the use of hand tools and power tools.

• Displays a working knowledge of mechanical devices, tools and test equipment. Demonstrated ability in the use of radiation dosimeter test equipment, digital multi-meter, etc.

• Demonstrated troubleshooting capability and ability to explain the status of the repair to the customer, if needed.

• Must possess and maintain a valid driver’s license and good driving record.

• Intermediate ability with Microsoft Office Suite, Salesforce.com CRM, Internet Software and E-mail.

• Beginner ability with network cabling and wireless routing.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.