Diagnostics Technical Support Representative

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

📋 Description

• Respond to incoming technical support inquiries while diagnosing and resolving information systems issues for veterinary practices, laboratory research, and academic veterinary environments.

• Support customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners with product connectivity, performance queries, technical requests, applications, and operational training.

• Process product returns for replacement, investigation, and repair, ensuring precise and timely documentation of calls.

• Initiate orders for product troubleshooting, replacement of defective items, or customer accommodations.

• Focus on connectivity and integration challenges.

• Compile and review product support documentation.

• Create fault isolation protocols and establish complaint documentation procedures.

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

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

• Manage and escalate support issues appropriately.

• Engage in special projects and assignments as required.

⛳️ Requirements

• An Associate's 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 experience in Software Engineering and Software Support, ideally within a veterinary context.

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

• Outstanding telephone communication skills.

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

• Bilingual proficiency in French, Spanish, or Portuguese is an advantage.

• Strong customer service, verbal and written communication, and problem-solving skills.

• An analytical mindset with proven critical-thinking abilities.

• Experience with PMS systems, Clinical Laboratory Systems, and laboratory workflows is preferred.

• Competence in data entry and patient processing.

• Experience in the installation, maintenance, and troubleshooting of network routers/switches is preferred.

• Proficiency in PC hardware/software maintenance and troubleshooting.

• Ability to comprehend business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to generate reports, business correspondence, and procedural manuals.

• Capability to present information and address inquiries from managers, clients, customers, and the public.

• Basic math skills are required.

• Proficient knowledge and experience with Microsoft Access, Excel, Word, Outlook, and Web Mail.

• Familiarity with media production, communication, and dissemination techniques and methods.

• Some travel may be necessary.

• Must possess or obtain authorization to work in the US for Zoetis.

🏝️ Benefits

• Healthcare and insurance benefits starting on the first day.

• 401K plan with matching contributions.

• Profit-sharing contributions from Zoetis.

• Four weeks of vacation.

• Competitive healthcare and retirement savings options.

• Employee well-being benefits, health and financial wellness resources, and family and lifestyle support programs.

• Reasonable accommodations available for individuals with disabilities.