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Field Support Specialist
On-site · Kowloon, Hong Kong
Job Summary
Field Support Specialist to install, onboard, train, and provide ongoing support for veterinary diagnostic products and services at customer sites. Responsibilities include coordinating installations of diagnostic equipment/software, delivering onboarding and training, supporting software connectivity and system integration, conducting post-installation follow-ups, delivering remote and on-site technical/app support, collaborating with Sales and Technical Support to resolve issues and optimize clinic workflows, helping improve sample handling and patient result management, providing ongoing training to support customer retention and best practices, documenting product issues and customer feedback, maintaining records in company systems, acting as on-site liaison between customers and the business, and managing territory coverage and priorities. Requires strong communication, planning, and problem-solving skills, ability to work independently, travel extensively, and willingness to participate in on-call support rotas.
Required Qualifications
- Bachelor's degree preferred or an equivalent combination of education and industry experience
- 4+ years of relevant technical or field-based experience
- Experience with diagnostic testing, laboratory processes, or in-house diagnostic equipment is advantageous
- Customer-facing support, training, or technical service experience preferred
- Proficiency in English and Cantonese; ability to travel extensively (up to 75% of the time) and participate in on-call rotations
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