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Digital Radiography & Imaging Specialist

Company Name:
IDEXX
## Description
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 5,500 people and offers products to customers in over 175 countries.
We are currently seeking a Digital Radiography & Imaging Support Technician. It will consist of troubleshooting escalated customer problems related to Digital Radiography and Imaging. Also resolve software and hardware problems relative to our Practice Management or Digital Radiography products.
This position is for the technically savvy and highly motivated individual who thrives on knowing and delighting our customers. Provide front-end phone support to veterinary client base to troubleshoot, setup, install, upgrade and configure computer operating systems, Digital Radiography and Imaging hardware, software and peripheral systems. On the job and classroom training is provided to complete all proprietary software and basic hardware modules. Individuals maintain responsibility for learning all aspects of the job provided through training, and continue to seek personal and professional development.
PRIMARY DUTIES AND RESPONSIBILITIES:
To provide professional and quality customer service by utilizing communication and troubleshooting skills.
Troubleshoot escalated technical problems on digital imaging quality.
Log summary of each call made.
Successfully communicates complex computer systems issues to technical and non-technical users.
Understand and act in accordance with the IDEXX mission, vision and values statements with a focus on the customer perspective.
Other duties as assigned.
## Qualifications
EDUCATION:
Associate or Bachelor's Degree in related field preferred or equivalent experience and education.
EXPERIENCE:
3+ years experience in Digital Radiography/Imaging strongly preferred.
A minimum of 6 months experience in a customer service and/or computer-related.
REQUIRED SKILLS AND ABILITIES:
The ability to articulate basic technical issues to both technical and non-technical users in a professional, positive and friendly manner.
The ability to answer user questions and solve user problems efficiently and accurately.
A sense of urgency to assist customers and resolve or escalate problems for resolution.
Excellent written and verbal communication skills.
The ability to work independently and in teams.
The ability to consistently meet established productivity, schedule adherence and quality standards.
The desire to readily share knowledge with others.
Demonstrate knowledge of the product.
Seek continuous improvements through ongoing personal and professional development.
Display a professional and positive attitude.
WORK ENVIRONMENT:
General office environment.
Normal office noise level, with occasional moderate noise.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Customer Support
Primary Location: Americas-United States-Wisconsin-Eau Claire WI
Organization: Customer Support II - 30001703
Schedule: Full-time
Overtime Status: Non-exempt
Job Posting: Feb 28, 2014, 10:44:45 AM
Req ID: 1010 4

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