Field Support Specialist

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

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Field Support Specialist

Hong Kong
 

Are you passionate about delivering exceptional customer experiences and supporting innovative diagnostic solutions? We are looking for a Field Support Specialist to join our team and play a key role in ensuring the successful installation, onboarding, training, and ongoing support of our veterinary diagnostic products and services.
 

This is an exciting opportunity for someone who enjoys working directly with customers, solving technical challenges, building strong relationships, and helping veterinary clinics maximise the value of diagnostic technologies that ultimately support better patient care.
 

Essential Duties and Responsibilities include:

• Coordinate and deliver installations of diagnostic equipment, software, and related components at customer sites.

• Provide onboarding, training, and education for customers on diagnostic products, services, and workflows.

• Support customers with software connectivity, system integration, and troubleshooting activities.

• Conduct post-installation follow-up to ensure successful adoption and identify opportunities for improvement.

• Deliver ongoing technical and application support, both remotely and on-site as required.

• Work closely with Sales and Technical Support teams to resolve customer issues and optimise clinic workflows.

• Assist customers in improving sample handling, patient result management, and diagnostic processes.

• Facilitate additional training sessions to support customer retention, product utilisation, and best practices.

• Identify, document, and communicate product issues, customer feedback, and improvement opportunities.

• Maintain accurate records of customer interactions and activities within company systems.

• Act as the primary on-site liaison between customers and the business.

• Effectively manage territory coverage, scheduling, and customer priorities.

Education and Experience:

• Bachelor's degree in a related field preferred, or an equivalent combination of education and industry experience.

• 4+ years of relevant technical or field-based experience.

• Previous experience within veterinary medicine or animal health is preferred.

• Experience with diagnostic testing, laboratory processes, or in-house diagnostic equipment is advantageous.

• Customer-facing support, training, or technical service experience preferred.
   

Knowledge, Skills and Abilities:

• Experience with diagnostic equipment installation, training, or technical support is preferred.

• Knowledge of basic computer hardware, software, and networking concepts.

• Strong customer service and relationship management skills.

• Excellent communication and interpersonal abilities.

• Highly organised with strong planning and time management skills.

• Ability to work independently and manage multiple priorities effectively.

• Strong problem-solving skills with the ability to identify and resolve issues.

• Comfortable working cross-functionally with technical, sales, and customer support teams.

• Proficient in Microsoft Office and standard business software applications.

• Proficiency in English and Cantonese.

• Willingness to travel extensively and support customers across the assigned territory.

• Flexibility to participate in an on-call support rota, including occasional weekends and public holidays, with additional compensation provided.

Travel

• Extensive local travel required, including frequent customer site visits (up to 75% of the time).

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.