Diagnostics Technical Support Representative

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Manage a significant volume of technical support inquiries across various platforms.

• Identify and rectify issues related to product functionality, applications, connectivity, and operations.

• Utilize back office resources, command center tools, chemistry translators, virtual sharing applications, and remote access tools to detect error patterns and determine root causes.

• Assist customers, field representatives, distributors, and strategic partners with technical questions, performance challenges, and training in applications, connectivity, and operations.

• Work in collaboration with Supervisors, support levels 1–3, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS.

• Record interactions and solutions in the CRM system and oversee comprehensive case management, including regulatory documentation.

• Address customer dissatisfaction, escalations, and retention issues by utilizing policies, procedures, account details, and internal consultations.

• Initiate product returns, replacements, investigations, and repairs within the CRM system.

• Manage orders for troubleshooting, defective product replacements, and customer accommodations.

• Maintain proficiency in diagnostic product lines, troubleshooting techniques, policies, and procedures.

• Comply with Zoetis policies, procedures, and objectives.

• Engage in special projects and assignments as needed.

• Oversee the RMA process from start to finish.

• Conduct proactive follow-up calls during customer onboarding for new installations.

• May attend meetings with local markets.

⛳️ Requirements

• An equivalent combination of education, training, and experience will be evaluated.

• An Associate's degree in a related technical field or a Veterinary Technician degree is preferred; equivalent experience may be accepted in place of a degree.

• A minimum of 3 years of experience in Customer Support, Technical Support, Veterinary Technology, or IT Support, with at least 1 year in a Technical Support role.

• Experience in point-of-care diagnostics is preferred.

• Strong preference for familiarity with CRM systems, ERP systems, PIMS, and contact center telephone systems.

• Proficiency in Italian is required.

• English is mandatory for all international agents.

• Proficiency in additional core European languages is a significant advantage.

• Working knowledge of the Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based email systems is essential.

• Proficient in CRM systems, ERP systems, and contact center telephone systems.

• Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting is necessary.

• For the Connectivity Team only: working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for fundamental support is required.

🏝️ Benefits

• Full-time regular employment.

• Colleague employment status.