Laboratory Field Service Representative (FSR)

Position Objective:

The Laboratory Field Service Representative (FSR) promotes and provides company services in a variety of locations. The FSR acts as a liaison between the laboratory outreach program (Conexus Laboratories) and customers to increase brand loyalty and maintain the existing client base. This position enhances the laboratory reputation by demonstrating a courteous and professional demeanor during all encounters.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Operate efficiently to conclude all on-site installation, repair, maintenance, and test activities. Maintains positive relationships with external lab partners to drive completion and continue operation of draw areas.
2. Foster the growth of Conexus Laboratories by maintaining existing client accounts and establishing a relationship of trust.
3. Work with the Lab Outreach department to plan and implement new client accounts including (but not limited to) supplies, courier services, computer support, requisitions, training, result delivery, as well as training on these systems.
4. Under the guidance of the Laboratory Sales & Service Representative, establish a client contact schedule that discerns customer needs and offers advice or recommendations.
5. Perform troubleshooting of service delivery and resolve issues in a timely manner with self-direction and minimal supervision in conjunction with Lab Outreach leadership.
6. Maintain the ability to discuss the operations (including processing and transport requirements) of the laboratory from both a technical and non-professional perspective. Serves as a point of contact for customer inquiries.
7. Assist manager in disseminating process updates and directives; redirects team members with questions regarding procedures, policies, and directives back to department leadership.
8. Serve as a liaison between the client and the laboratory by communicating client problems/concerns to the appropriate lab management staff and following up for resolution.
9. Create a work environment that positively promotes process improvement. Explore opportunities to add value to the job (innovative ideas) to benefit the organization and take ownership of outcomes. Proactively find other work-related tasks during low census.
10. Assist with the gathering of data pertinent to the success of the service line (e.g., monthly leakage report).

Educational/Experience Requirements:

Required Minimum Education:

• Bachelor’s Degree from an accredited college or university. Note: Three years of experience in a clinical laboratory setting may be substituted for the required education.

Required Minimum Experience:

• 1 year in a service role in the healthcare industry, preferred.

Required License/Certifications:

• None

Knowledge, Skills, Abilities:

• Ability to work cooperatively with all types of personalities both inside and outside the organization.
• Ability to travel to various service locations.
• Ability to set priorities, take on projects at short notice, and handle multiple projects under deadlines, including the ability to work independently and take initiative.

Working Conditions, Equipment, Physical Demands:

Physical Demands – Medium Duty

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

There is a reasonable expectation that employees in this position will NOT be exposed to blood-borne pathogens.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.