Diagnostics Technical Support Representative

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

📋 Description

• Respond to incoming technical support inquiries and diagnose as well as resolve information systems issues for veterinary practices, laboratory research, and academic veterinary environments.

• Provide assistance to customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners regarding connectivity, product performance, technical questions, applications, and operational training.

• Initiate product returns for replacement, investigation, and repair, ensuring accurate and timely documentation of calls.

• Place orders for troubleshooting, defective product replacements, or customer accommodations.

• Focus on connectivity and integration challenges.

• Prepare and review product support documentation.

• Develop fault isolation processes and execute complaint documentation protocols.

• Offer guidance, instruction, and training on connectivity and integration matters.

• Collaborate with Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS.

• Manage and appropriately escalate issues as required.

• Engage in special projects and assignments as needed.

• Handle phone calls, respond to emails and connectivity voicemails, assist general Technical Support Representatives, and document interactions meticulously.

⛳️ Requirements

• An Associate degree in Computer Engineering, Software Engineering, or equivalent experience is preferred; Certified Veterinary Technicians with an IT background are also accepted.

• A minimum of 3 years of prior Software Engineering and Software Support experience, ideally within a veterinary context.

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

• Familiarity with CRM systems, ERP systems, and contact center telephone systems is advantageous.

• Bilingual skills in French, Spanish, or Portuguese are considered a plus.

• Strong telephone communication skills are essential.

• Excellent customer service, verbal, written, and problem-solving abilities are required.

• An analytical mindset and proven critical-thinking skills are necessary.

• Preferred experience with PMS systems, Clinical Laboratory Systems, and laboratory workflows.

• Proficiency in data entry and patient processing is required.

• Preferred background in network router/switch installation, maintenance, and troubleshooting.

• Experience with PC hardware/software maintenance and troubleshooting is important.

• Ability to comprehend business periodicals, professional journals, technical procedures, and government regulations.

• Capable of drafting reports, business correspondence, and procedure manuals.

• Ability to effectively present information and address questions.

• Basic math skills are required.

• Working knowledge of Microsoft Access, Excel, Word, Outlook, and Web Mail is necessary.

• Understanding of media production, communication, and dissemination techniques and methods is beneficial.

• Some travel may be required.

• Must be able to lift up to 30 pounds occasionally.

• Ability to talk, type regularly, read, and sit frequently; stand, walk, and drive occasionally.

• All applicants must possess or obtain authorization to work in the US for Zoetis; individuals requiring sponsorship must disclose this information.

🏝️ Benefits

• Healthcare and insurance benefits starting from day one.

• 401(k) plan with matching contributions.

• Profit-sharing contribution from Zoetis.

• Four weeks of vacation.

• Equal opportunity employment.

• Reasonable accommodations for individuals with disabilities.