• Responsible for customer relations and education upon sale completion and coordination of IHD install and components • Plans, schedules, organizes, documents and performs all Reference Lab Onboarding and IHD installations • Physical install of IHD systems and computers at clinic location as well as gaining understanding from and raising concerns on behalf of the client to ensure resolution • Applications and use training for customers for all products and services offered by Antech IHD, RL and other SDx services • Own IHD system post-installation follow-up activities, identify gaps and road blocks that occurred during the installation process and facilitate resolutions • Offer ongoing assistance and availability for on location support to customers whose needs surpass the abilities of phone and online interactive support • Coordinate phone and online applications support as part of the ongoing training process and as backup assistance to the Technical Support department • Perform troubleshooting on system performance designed to improve customer self-sufficiency • Recognizes and communicates product issues and potential improvements to others in the organization in a timely and effective manner • Collaborates during the sales cycle regarding interaction/technical/workflow issues • Produces high quality work in a timely manner • Ensures compliance to training standards and uses independent judgment to recommend updates to those standards, and implementation of those updates • Reviews and provides suggested optimization for individual clinic sample handling, workflow, and patient results management • Actively supports RL portfolio growth and ensures integration of RL offerings with client software • Facilitates repeated clinic staff training using independent judgment to determine when needed in furtherance of customer retention, IHD and RL usage • Log all customer-related activity with attention to detail and in a timely manner in the corporate customer management database • Work with the Technical Support Services (TSS) department to alleviate technical issues in identified clinics requiring re-training, analyzer maintenance, etc • Work in close collaboration with Sales and TSS on an ongoing, pro-active basis to formulate solutions to various clinic and territory technical needs • Maintains efficiency of clinic coverage, accountable to maintain call coverage within set guidelines • Prepares, provides and conveys diversified information, which may be of a technical or competitive nature through departmental procedures and directives • Serves as an on-site liaison between the customer and Antech • Consults in the sales cycle regarding interaction/technical/workflow issues • Manage time; territory, systems and accounts effectively to meet customer needs; organizational priorities and sales objectives • Completes other duties as assigned