Job Summary
As a Field Application Specialist within the Water division, you will provide on-site technical support for the installation, training, maintenance, repair, and troubleshooting of IDEXX water microbiology devices across Southeast Asia. This role ensures our equipment operates efficiently and accurately, supporting water quality and safety. You will install products, train customers, resolve technical issues, and coordinate with internal teams to address customer needs while supporting the quality management system and compliance requirements.
Key Responsibilities:
- Deliver on-site customer support for product installations, training, troubleshooting, and maintenance in accordance with company policies, procedures, and regulatory guidelines.
- Install and test equipment at customer locations, assemble components, make necessary adjustments, and coordinate with internal teams to ensure successful setup and operation.
- Provide comprehensive customer training on company products and services using various formats and supporting materials to ensure effective usage and satisfaction.
- Troubleshoot technical issues, diagnosing and resolving problems independently or in collaboration with in-house resources; plan and execute solutions for complex challenges.
- Support new customers onboarding by promptly addressing any issues, ensuring smooth and positive customer experience.
- Proactively research customer backgrounds prior to visits to anticipate needs, improve service delivery, and enhance customer engagement.
- Maintain accurate documentation of service activities, including site visit records, maintenance logs, repair details, and travel expenses in line with company policies.
- Coordinate and schedule service and installation visits efficiently, managing calendars and communication with customers.
- Communicate customer feedback and emerging needs to Sales, R&D, and other relevant departments, and recommend additional products or services where appropriate.
- Represent the company by presenting technical solutions at customer sites or conferences and contribute to industry focus groups or committees.
- Consistently deliver high-quality post-sale service experience, supporting long-term customer satisfaction and loyalty.
What do you need to succeed?
- Bachelor’s degree in microbiology
- Master’s degree in microbiology is advantageous
- Min 5 years of experience with medical or laboratory devices; industry and customer-facing experience strongly preferred.
- Direct sales experience and understanding of account strategy are advantageous.
- Preference for candidates with experience using Salesforce, Microsoft Suite, SAP, and other Enterprise platforms.
- Strong technical aptitude with hardware and software applications; able to troubleshoot and resolve product and service issues.
- Excellent verbal and written communication skills, including presentation and customer training capabilities.
- Proven ability to manage projects, prioritize tasks, and work independently in a remote, field-based role.
- Effective relationship management skills: able to adapt to varied customer situations and resolve complex or sensitive issues with professionalism.
- Collaborative mindset with the ability to work cross-functionally to address customer needs.
- Highly organized, self-motivated, and customer-service oriented.
- Strong problem-solving, research, and time-management skills.
- Comfortable with extensive travel (50% within Southeast Asia), including overnight stays.
- Valid Philippines driver’s license required.
Key Traits for Success as a Field Application Specialist at IDEXX
- Strategic Mindset
- Innovation Partnerships
- Balances Stakeholders
- Manages Complexity
- Resourcefulness
Physical Demands & Work Environment:
- This is a field-based position with 50% travel within Southeast Asia
- Regularly required to stand and sit for extended periods; extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools.
- Occasionally required to climb, balance, bend, stoop, kneel or crouch.
- May be required to lift, move and carry up to 25 kg.
- Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
- Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
- Ability to communicate verbally on phone and in person.
- May work with exposed moving electro-mechanical parts and may require proper protective equipment
- Occasional weekend hours may be required
- Extensive overnight travel required
- Ability to drive a car for extended periods and travel to customer locations in busy water microbiology laboratories
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