Diagnostics Technical Support Representative

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

📋 Description

• Respond to incoming technical support requests while troubleshooting and resolving information systems issues for veterinary practices, laboratory research, and educational institutions in veterinary medicine.

• Provide assistance to customers, regional sales managers, diagnostic specialists, distributors, and strategic marketing partners regarding connectivity, product performance, technical inquiries, applications, and training on operations.

• Initiate product returns for replacement, investigation, and repair, ensuring accurate documentation within the call management system.

• Process orders for troubleshooting, defective product replacement, or customer accommodations.

• Focus on issues related to connectivity and integration.

• Prepare and review product support materials, develop fault isolation procedures, and implement complaint documentation protocols.

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

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

• Manage and appropriately escalate support issues when necessary.

• Engage in special projects and assignments as required.

⛳️ Requirements

• An associate's degree in computer engineering, Software Engineering, or equivalent work experience is preferred.

• Certified Veterinary Technician with an IT background will be considered.

• A minimum of 3 years of experience in Software Engineering and Software Support, preferably within a veterinary environment.

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

• Excellent telephone etiquette is essential.

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

• Bilingualism is a plus (French, Spanish, Portuguese).

• Strong customer service skills, along with verbal, written, and problem-solving abilities.

• An analytical mindset and demonstrated critical thinking skills are important.

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

• Skills in data entry and patient processing are required.

• Preferred experience with the installation, maintenance, and troubleshooting of network routers and switches.

• Proficiency in PC hardware/software maintenance and troubleshooting is needed.

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

• Capability to write reports, business correspondence, and procedural manuals.

• Ability to present information and address questions effectively.

• Basic mathematical skills are necessary.

• Proficient knowledge of Microsoft Access, Excel, Word, Outlook, and Web Mail is required.

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

• Some travel may be necessary.

• Occasional lifting of up to 30 pounds may be required.

• Regularly required to talk and type; frequently read and sit; occasionally stand, walk, and drive.

• Occasionally required to push, grasp, reach, stoop, kneel, crouch, and crawl.

• Must possess or obtain authorization to work in the US for Zoetis; sponsorship may be pursued at Zoetis’s discretion.

🏝️ Benefits

• Healthcare and insurance benefits starting on the first day of employment.

• 401K plan with matching contributions and profit-sharing from Zoetis.

• Four weeks of vacation.

• A collaborative work environment.

• Opportunities for learning and professional growth.

• Diverse and exciting prospects in a rapidly growing global industry.