Diagnostics Technical Support Representative

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

📋 Description

• Address a high volume of technical support inquiries across various support channels.

• Identify and resolve issues related to product performance, applications, connectivity, and operational processes.

• Utilize back offices, command center, chemistry translator, virtual share, and remote access tools to detect error patterns and pinpoint root causes.

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

• Work collaboratively 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.

• Oversee the complete case management process, including regulatory reporting case handling.

• Address customer dissatisfaction and complaints, manage escalations, and coordinate with internal teams to enhance customer retention.

• Initiate product returns, process orders, and replace faulty products.

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

• Engage in special projects, local-market meetings, and follow-up calls for customer onboarding.

• Manage the RMA process from start to finish.

⛳️ Requirements

• An Associate degree in a relevant technical area or a Vet Tech degree is preferred; equivalent experience will be considered in lieu of a degree.

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

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

• Familiarity with CRM systems, ERP systems, PIMS, and contact center telephone systems is highly desirable.

• Proficiency in German is required.

• English fluency is essential for all international agents.

• Ability to communicate in additional core European languages such as Spanish, French, Italian, Portuguese, Greek, Dutch, or Polish is a significant advantage.

• Competence in Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based email systems.

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

• Knowledge of veterinary practice management systems and basic troubleshooting of PC hardware/software.

• Familiarity with Veterinary PIMS and basic troubleshooting of PC hardware/software for Connectivity Team roles.

🏝️ Benefits

• Full-time regular colleague position.