U.S. Key Account Technical Specialist

States considered: US Remote

Role Description

The U.S. Key Account Technical Specialist (KATS) will be responsible for flawless technical execution of C&S and Emerging Corporate Account rollouts and rapid adoption by overseeing installation, user training, SOP adherence, and utilization pull-through; elevate performance by diagnosing workflow gaps and embedding best practices through ongoing training; and own the technical stack end-to-end, including PIMS integrations, data/reporting workflows, and escalation management. Through disciplined, actionable reporting on implementations, SOP compliance, and utilization trends, this role drives transparency and accountability, powering successful reference lab onboardings, key account initiatives, installations, and quarterly programs across the U.S.

Duties and Responsibilities

• Coordinate closely with C&S Leads and Emerging Corporates SAMs to execute account-specific technical initiatives with key accounts at the Area Level.

• Responsible for the success of the relationship with assigned C&S and Emerging Corporate clinics to achieve the goals and objectives identified by the key customers by executing onsite strategic implementations multiple times per month: installation, training, SOP adherence checks, and utilization pull-through.

• Deliver technical expertise across diagnostics products and platforms, including PIMS connectivity/integration and reporting.

• Execute seamless reference lab onboardings, major account rollouts, and other quarterly initiatives on time and to specification.

• Deliver onsite support for veterinary clinics, laboratory research, and veterinary academic settings; ensure overall business health and customer satisfaction within assigned territory.

• Support all phases of onsite engagement: implementation planning, workflow optimization, training, operations/application support, and issue resolution to increase diagnostic utilization.

• Respond promptly to onsite technical support requests; troubleshoot and resolve complex system issues.

• Provide clear guidance, instruction, and training (formal and informal) to improve clinic productivity and performance.

• Perform post-sale product installation, validation, applications, and operations training.

• Document daily activities and visit outcomes; produce detailed reports capturing findings, actions, and customer satisfaction.

• Collaborate with Area Business Managers (ABMs), Diagnostic Solutions Consultants (DSCs) and Diagnostic Technical Specialists to deliver a coordinated, high-quality customer experience.

• Identify and communicate opportunities for additional analyzers, expanded utilization, and referrals within and across accounts.

• Uphold superb customer service; work independently with sound judgment, timeliness, and thorough follow-through.

• Maintain deep understanding of veterinary clinic operations, including diagnostic applications, financial constraints, training needs, and workflow processes.

• Safely lift and move up to 60 lbs as required for equipment handling.

Education and Experience

• Degree from a Veterinary Technology program or equivalent experience; minimum of 5 years of experience working in a veterinary hospital required.

• Credentialed Veterinary Technician preferred.

• At least 1 year of experience in a clinical setting.

• Knowledge of diagnostic products, instrumentation, and clinic processes.

• Basic knowledge of animal disease states preferred.

• Strong analytical mindset and demonstrable critical thinking skills.

• Ability to create and deliver effective training presentations in formal and informal settings.

• Excellent interpersonal, communication, and customer service skills; ability to work independently and in cross-functional teams.

Technical Skills

• Proficiency with basic computer applications (Microsoft Office, Excel, Adobe).

• Experience with PIMS connectivity/integration and reporting workflows preferred.

Travel and Work Conditions

• Anticipated travel within assigned territory up to 80–90%.

• Must have availability and willingness to travel up to 80% of the work week; flexible scheduling to accommodate customer needs.

• May require Sunday travel to support Monday morning onsite visits.

• Travel to multiple locations within the U.S. and Canada.

• Typically works standard business hours, Monday–Friday; flexibility required based on cus