Diagnostics Technical Support Representative

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

📋 Description

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

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

• Process product returns for replacements, investigations, and repairs while documenting calls and interactions in the call management system.

• Initiate orders to dispatch products for troubleshooting, replace faulty items, or accommodate customer needs.

• Focus on connectivity and integration challenges; prepare and review product support documentation; develop fault isolation protocols; implement complaint documentation procedures.

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

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

• Manage and escalate issues as necessary.

• Engage in special projects and assignments.

⛳️ Requirements

• An Associate degree in Computer Engineering, Software Engineering, or relevant work experience is preferred; a Certified Veterinary Technician with an IT background is also acceptable.

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

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

• Strong telephone etiquette is essential.

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

• Bilingual abilities are a plus (French, Spanish, Portuguese).

• Exceptional customer service capabilities along with strong verbal, written, and problem-solving skills.

• An analytical mindset with proven critical thinking skills.

• Preferred experience with Practice Management Systems, Clinical Laboratory Systems, and laboratory workflow.

• Experience in data entry and patient processing.

• Preferred knowledge of installation, maintenance, and troubleshooting of network routers/switches.

• Proficient in PC hardware/software maintenance and troubleshooting.

• Ability to read business publications, professional journals, technical procedures, or government regulations; write reports, business correspondence, and procedure manuals; present information effectively and respond to questions.

• Basic math skills are required.

• Proficient in Microsoft Access, Excel, Word, Outlook, and Web Mail.

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

• Some travel may be necessary.

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

🏝️ Benefits

• Healthcare and insurance benefits starting from day one.

• 401K plan with a matching contribution.

• Profit-sharing contributions from Zoetis.

• Four weeks of vacation.