Bilingual Technical Support Specialist - Remote Position

Zoetis; Milton (MA); Remote; USD 69,000 - 100,000; Full time

Benefits offered by this job

Healthcare benefits from day one

401K with match & profit-sharing

4 weeks vacation

Job summary

Zoetis Diagnostics is seeking a technically adept Diagnostics Technical Specialist to provide on-site support for veterinary clinics, labs, and academic settings in the United States. You will lead implementation, training, and optimization of diagnostic products, improving workflow and adoption across assigned territories.

The role requires strong customer service, the ability to present training clearly, and travel up to 90% of the work week.

Qualifications

• Position requires an Associate’s degree with a Bachelor’s degree preferred or equivalent experience.
• Capably grows technical knowledge through relationships, creative solutions, and enhances customer loyalty.
• Ability to transport, set-up and demonstrate equipment quickly and effectively.

Responsibilities

• Responsible for the success of the relationship with assigned clinics to improve utilization, adoption, and minimize implementation time of diagnostic products.
• Facilitate, develop, design and implement clinic workflow processes that improve overall customer experience with diagnostic products.
• Respond to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings.
• Provide clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations.
• Provide post sale product installation and validation, applications and operations training.
• Complete daily activity documentation, including detailed reports after customer visits, by collecting, analyzing and summarizing information including satisfaction data.
• Must possess superb customer service skills, work independently, and make accurate decisions with timely follow-through.

Skills

Customer service

Travel

Microsoft Office

Excel

Adobe

Valid Driver's License

Education

Associate's degree

Bachelor's degree preferred

Job description

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings and are responsible for the overall business health and customer satisfaction of their assigned territories. Their primary purpose is to assist clinics with all aspects of implementation, training, operation, applications, and problem resolution on all veterinary diagnostics products. The specialist will be involved in all phases of the onsite support process with emphasis on diagnostics implementation, workflow improvements, increasing utilization of diagnostic products, and efforts to expand our product line with our current customers.

Responsibilities

• Responsible for the success of the relationship with assigned clinics in order to achieve the goals and objectives identified by the customer and company to improve utilization, increase adoption, and minimize implementation time of diagnostic products.
• and, for facilitating, developing, designing and implementing clinic workflow processes that improve overall customer experience with diagnostic products.
• Responds to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings.
• Provides clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations.
• Provides post sale product installation and validation, applications and operations training.
• Completes daily activity documentation, including detailed reports after customer visits, by collecting, analyzing and summarizing all available information including detailed satisfaction information.
• Must possess superb customer service skills, be able to work independently, make appropriate decisions with accuracy, timeliness, and complete follow-through.
• Must understand general veterinary clinic operations including but not limited to diagnostic applications, financial limitations, training requirements, and workflow processes.
• Must have the ability to create and deliver training presentations clearly and effectively in both formal and informal environments.
• Works closely with the Area Business Manager (ABM) and Diagnostic Solutions Consultant (DSC) to provide appropriate customer service in a team approach.
• Will be expected to have intentional conversations with current top customer DVM’s and Practice managers to complete suite of our product line in their clinic.
• Works with the ABM and DSC teams to identify and report opportunities for additional analyzers in customer accounts as well as new opportunities through referrals from existing customers.
• Basic computer skills (ie. Microsoft Office, Excel, Adobe).
• Basic knowledge of animal disease states preferred.
• Must have the availability and willingness to travel up to 90% of work week in territory and be flexible to accommodate customer visit requests.
• Valid Driver’s License, clean driving record, auto insurance.

New hire initial trainings will be held in Union City, CA & Parsippany, NJ. National sales & training meetings as well as regional sales meetings will be scheduled in advance and will require out of state travel.

Typically works standard business hours, Monday through Friday.

Qualifications (Training, Education, & Prior Experience):

• Position requires an Associate’s degree with a Bachelor’s degree preferred or equivalent experience.
• Capably grows technical knowledge through relationships, creative solutions, and enhances customer loyalty.
• Ability to transport, set-up and demonstrate equipment quickly and effectively.
• S. base salary range for this full-time position is $69,000 - $100,000. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
• This position is also eligible for short-term incentive compensation.

Benefits

• Healthcare and insurance benefits beginning on day one
• 401K plan with a match and profit-sharing contribution from Zoetis
• 4 weeks of vacation

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.1) our company website at site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.