Diagnostics Support Specialist (Vet Tech & IT)

Zoetis

Madrid

On-site

EUR 42,000 - 59,000

Full time

14 days+

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Job summary

Zoetis is seeking a Diagnostics Technical Support Representative to assist end users, field reps, and distributors across animal health diagnostic products. You will resolve issues, guide product operation, and provide training on connectivity and systems integration.

Candidates should have German language proficiency and at least three years in technical customer support, with English mandatory for international roles. CRM/ERP and PIMS familiarity is highly preferred.

Qualifications

German language required; English mandatory for all international agents.
3+ years of customer/support experience in technical or veterinary IT fields.
CRM/ERP and PIMS experience highly preferred.
Associates degree or Vet Tech degree preferred or equivalent experience.

Responsibilities

Respond promptly to high volumes of technical support requests via multiple channels.
Diagnose and resolve issues related to product performance, connectivity, and operations.
Provide training on applications, connectivity and operations to customers and partners.
Collaborate with cross-functional teams to deliver seamless support and drive improvements.
Document interactions and resolutions in CRM; manage end-to-end case handling including regulatory reporting.
Handle escalations using defined pathways and ensure customer retention.
Manage RMA processes and process orders for troubleshooting and replacements.
Maintain up-to-date expertise on diagnostic product lines and policies.