Veterinary Diagnostics Tech Support Specialist

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

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.