Diagnostics Technical Specialist

Zoetis; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Diagnostics Technical Specialist to provide essential onsite support to veterinary clinics and laboratories. This role emphasizes enhancing customer satisfaction and operational efficiency through effective training and problem resolution. You will be pivotal in implementing diagnostic solutions, ensuring clinics maximize their use of products and services. With a commitment to excellence, this position offers the chance to make a significant impact in the veterinary field while traveling within a defined territory. If you are passionate about animal health and customer service, this opportunity is perfect for you.

Qualifications

• Experience in a clinical setting is essential for this role.
• Must possess superb customer service skills and an analytical mindset.

Responsibilities

• Provide onsite support and training for veterinary clinics and labs.
• Identify and resolve technical issues with diagnostic products.

Skills

Customer Service Skills

Technical Support

Analytical Mindset

Basic Computer Skills

Knowledge of Diagnostic Products

Critical Thinking

Education

Associate Degree

Bachelor Degree (preferred)

Veterinary Technology Program (preferred)

Credentialed Veterinary Technician (preferred)

Tools

Microsoft Office

Excel

Adobe

Job description

States considered: Florida, must be located near the Panhandle of FL or South AL (below Montgomery).

Role Description

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings and is responsible for the overall business health and customer satisfaction of their assigned territory. The DTS's primary purpose is to assist clinics with all aspects of implementation, training, operations, applications, and problem resolution on all veterinary diagnostic products and services. The DTS will be involved in all phases of the onsite support process with emphasis on analyzer installation, diagnostics implementation, assisting with PIMS/connectivity, workflow improvements, and increasing utilization of account’s diagnostic products and services.

Anticipated travel within assigned territory as required: (up to 65%-75%)

Responsibilities:

1. Responsible for the success of the relationship with assigned clinics 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 services.
2. Identify, quantify, qualify, track, and evaluate clinic pain points; facilitate, develop, design, and implement clinic workflow processes that improve overall customer experience with diagnostic products.
3. 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.
4. Provide clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations.
5. Provide post-sale product installation and validation, applications, and operations training.
6. Complete daily activity documentation, including detailed reports after customer visits, by collecting, analyzing and summarizing all available information including detailed satisfaction information.
7. Possess superb customer service skills, work independently, make appropriate decisions with accuracy, timeliness, and complete follow-through.
8. Understand general veterinary clinic operations including but not limited to diagnostic applications, financial limitations, training requirements, and workflow processes.
9. Create and deliver training presentations clearly and effectively in both formal and informal environments.
10. Work closely with the Area Business Manager (ABMs) and Diagnostic Solutions Consultant (DSCs) to provide appropriate customer service in a team approach.
11. Identify and report opportunities for additional analyzers and consumables utilization in customer accounts, as well as new opportunities through referrals from existing customers.
12. Ability to safely lift and move 60 lbs.

Knowledge, Skills, Ability Requirements:

1. Basic computer skills (e.g., Microsoft Office, Excel, Adobe).
2. At least one year of experience working in a clinical setting.
3. Basic knowledge of animal disease states (preferred).
4. Knowledge of diagnostic products, instrumentation, and clinic processes.
5. Possess an analytical mindset, be coachable, and demonstrate critical thinking skills.
6. Availability and willingness to travel up to 75% of the work week and flexible to accommodate customer visit requests.

This position requires travel to multiple locations within the Mobile to Pensacola to Tallahassee areas on a regular basis. New hire initial trainings will be held in Union City, CA; Malvern, PA; and Parsippany, NJ. National Sales Meetings and POA meetings will be scheduled in advance and will normally require out of state travel.

Typically works standard business hours, Monday through Friday.

Qualifications (Training, Education, & Prior Experience):

1. Position requires an Associate degree with a Bachelor degree preferred.
2. A degree from a Veterinary Technology Program (preferred).
3. Credentialed Veterinary Technician (preferred).

Full time, Regular, Colleague.

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 [e-mail] to request an accommodation.