Diagnostics Technical Support Representative (Remote)

Zoetis; Madrid; On-site; EUR 38,000 - 52,000; Full time

Job summary

Zoetis is seeking a Diagnostics Technical Support Representative to assist end users, field representatives, and distributors with diagnostic products. You will resolve issues across product operation, connectivity, and system integration while delivering excellent customer service to veterinary clinics, labs, and academic settings.

The role requires strong technical skills, CRM/ERP experience, and English fluency, with Italian language proficiency strongly preferred.

Qualifications

• Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered.
• 3+ years of experience in Customer Support, Technical Support, Veterinary Technology, IT Support with at least 1 year in Tech Support.
• Point of care diagnostic experience preferred; CRM/ERP and contact center systems highly preferred.
• Italian required; English mandatory for all international agents; proficiency in additional European languages is a plus.

Responsibilities

• Respond promptly and accurately to high volumes of technical support requests via multiple channels.
• Diagnose and resolve issues related to product performance, connectivity, and operations using available tools.
• Provide training and support on applications, connectivity, and operations to customers and partners.
• Collaborate with cross-functional teams to deliver seamless support and improvements.
• Document interactions and resolutions in the CRM; manage end-to-end case handling and reporting.
• Handle escalations per defined pathways and communicate with internal teams to ensure retention.
• Initiate product returns, replacements, investigations, or repairs as needed in the CRM.
• Process orders to enable troubleshooting and replacement of defective products.
• Maintain up-to-date expertise on diagnostic product lines and procedures.
• Adhere to Zoetis policies, procedures, and objectives; participate in special projects as needed.
• Manage the RMA process end-to-end and conduct proactive follow-up with new installations.

Skills

CRM systems

ERP systems

Microsoft Office

Customer service

Technical troubleshooting

Education

Associate degree or Vet Tech preferred

Tools

PIMS

Contact center software

Veterinary practice management systems

Job description

The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns.

The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.

RESPONSIBILITIES

• Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
• Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.
• Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
• Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.
• Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case management guidelines to ensure key performance indicators and service levels are met.
• Exercise judgement and autonomy when handling customer dissatisfaction complaint. Review available account information and data to address and resolve customers concerns. Leverage available Tech Support policies or procedures to address customer concerns. Handle escalations through defined pathways as needed. Consult and communicate to internal teams as need to ensure customer retention.
• Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.
• Process orders to enable troubleshooting, replace defective products, and provide customer accommodation.
• Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.
• Adhere to Zoetis policies, procedures, and objectives.
• Participate in special projects and assignments as needed.
• Manage the RMA process end-to-end.
• Conduct proactive follow-up calls for new installations as part of customer onboarding.
• May participate in meetings with local markets
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ORGANIZATIONAL RELATIONSHIPS

This position regularly interacts with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Repair, Product Support, Quality, Field Sales, Field Tech Services, Customer Service and Training team. External interactions include communication with veterinary clinics, laboratories, distributors, and strategic partners.

EDUCATION AND EXPERIENCE

An equivalent combination of education, training, and experience will be considered.

• Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
• 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
• Point of care diagnostic experience preferred
• Experience with CRM systems, ERP systems, PIMS and contact center telephone systems highly preferred
• Italian is required. English is mandatory for all international agents. Proficiency in additional core European languages (e.g., Spanish, French, Italian, Portuguese, Greek, Dutch, Polish, Spanish) is a strong advantage for this role.

TECHNICAL SKILLS REQUIRE

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• Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
• Proficient in CRM systems, ERP systems, and contact center telephone systems
• Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
• Ability to clearly and persuasively communicate in both positive and challenging situations; actively listens and provides clarification
• Written Communication: Writes clearly and informatively; able to interpret written information effectively.
• Problem Solving: Identifies and resolves issues promptly using sound judgment
• Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
• Planning and Organizing: Prioritizes and plans work efficiently; sets realistic goals and objectives
• Ethics: Demonstrates integrity, respect, and teamwork
• Adaptability: Adjusts to changes in the work environment
• Mental Toughness: Maintains composure in difficult situations

Connectivity Team Only: working knowledge of Veterinary PIMS, PC hardware/software troubleshooting for basic support

About ZoetisAt Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.