Diagnostics Technical Support Representative

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

📋 Description

• Respond efficiently and accurately to a high volume of technical support inquiries across various support channels.

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

• Utilize back offices, command centers, chemistry translators, virtual sharing, and remote-in 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 support, product, repair, engineering, quality, sales, customer service, training, and other relevant internal teams.

• Record interactions and solutions in the CRM system, managing case handling from start to finish, including regulatory reporting cases.

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

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

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

• Maintain expertise 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 beginning to end.

• Carry out proactive follow-up calls for new installations during the customer onboarding process.

• May take part in meetings with local markets.

⛳️ Requirements

• Associate degree in a related technical field or a Vet Tech degree is preferred; equivalent experience may be considered in lieu 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 Technical Support.

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

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

• Proficiency in German is required.

• English is mandatory for all international agents.

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

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

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

• Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for basic support (Connectivity Team only).

🏝️ Benefits

• Comprehensive healthcare benefits.

• Opportunities for professional development and training.

• Friendly and collaborative work environment.

• Flexible work schedules.