IDEXX Field Support Representative II-Cornerstone - Dallas, TX in Dallas, Texas


IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 6,000 people and offers products to customers in over 175 countries.


Provides on-site customer and/or technical support related to Cornerstone Practice Management Software including service, installation, training and/or troubleshooting. Installs products and services at customer locations, trains customers in their use and investigates and resolves any technical or other problems. Coordinates with IDEXX technical and other resources to address customer issues. Supports quality management system and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.


  • Provides on-site customer support related to Cornerstone Software implementation, training and/or troubleshooting according to established policies and procedures and applicable regulatory guidelines.
  • Performs pre-visit planning prior to customer site visits to enhance the overall customer experience.

  • Collaborates with field sales partners to develop and execute business strategies to meet customer needs and support IDEXX business objectives.

  • Trains customers in the use of Cornerstone Practice Management Software. Provides training in a variety of formats, as well as documentation and other materials. Ensures customer satisfaction in the use and capability of supported Company products and services.

  • Provides consultation on Cornerstone workflow and optimal processes.

  • Through effective discovery, identifies opportunities to educate customers on further utilization of IDEXX products and services.

  • Troubleshoots customer problems and issues with software, hardware, equipment and services. Diagnoses and fixes problems with assistance of in-house technical resources and others as needed. Plans and implements strategies for addressing more complex issues as needed.

  • Provides support for new customer installations and go-live events, responding to any issues that arise and coordinating resolution to ensure smooth customer experience.
  • Acting as the customer advocate communicates customer needs for additional products and services to sales team, research & development and others. Ensures ongoing customer satisfaction.

  • Documents customer visits and interactions.

  • Performs other duties as assigned.


  • High School Diploma or equivalent required. Additional Veterinary or science-related coursework a plus

  • Certification as a Veterinary Technician or a combination of education and experience preferred.


  • 3-5+ Years related experience required. Veterinary Hospital or reference lab experience preferred.


  • Technical skills to troubleshoot and resolve problems with Company products and services.

  • Strong instructional and presentation skills

  • Must be able to teach complex applications and related information to a variety of student skill levels.

  • Communication skills, both written and verbal, including presentation skills.

  • Coordination and project management ability.

  • Relationship management skills, including ability to resolve difficult customer situations.

  • Ability to adapt to varying customer situations and through the use of effective listening skills, understand and respond to the unique needs of each customer.

  • Ability to work collaboratively with internal departments to solve problems and address customer needs

  • Good problem solving and research skills.

  • Strong organizational, time management and prioritization skills.

  • PC skills, general knowledge of installing and troubleshooting PC software and hardware components.


  • May be required to lift, move and carry up to 60 pounds.

  • Ability to communicate verbally on phone and in person.

  • Fluency in the English language.

  • Weekend hours and weekday overtime may be required.

  • Extensive overnight travel required: 65-75% National Travel (Road Warrior)

  • Ability to travel and work internationally.

  • Ability to drive car for extended periods.


  • Customer locations.

  • Busy veterinary clinic environment.

  • Work around and/or have contact with animals.

  • Normal office noise level, with occasional moderate noise.

While we appreciate our staffing partners, we are unable to accept unsolicited agency resumes.


Job: Customer Support

Primary Location: Americas-United States-Texas-Dallas TX

Schedule: Full-time

Overtime Status: Non-exempt

Job Posting: Apr 19, 2016, 12:36:14 PM

Req ID: 10012851-20160412