Diagnostics Technical Support Representative

Scorpion Therapeutics; New Jersey; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Healthcare starting day one

401(k) with match and profit-sharing

4 weeks vacation

Job summary

Scorpion Therapeutics in the United States (New Jersey area) seeks a connectivity-focused technical support professional to assist end users, field representatives, and distribution partners with configuration, connectivity integration, and troubleshooting for veterinary information systems products.

This role emphasizes problem resolution, training, and cross-functional collaboration with Product Management, Engineering, and Quality to ensure smooth operation and high customer satisfaction.

Qualifications

• Associate degree in computer/software engineering or equivalent experience.
• 3+ years software engineering and software support experience (vet experience preferred).
• Point-of-care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM, ERP, and contact center systems preferred.
• Bilingual (French/Spanish/Portuguese) is a plus.

Responsibilities

• Answer incoming requests for technical support; troubleshoot and resolve information systems problems.
• Assist customers and partners with connectivity, product performance, inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair; document calls in the call management system.
• Initiate orders to send product for troubleshooting or replacement; provide customer accommodation.
• Specialize in connectivity/integration issues; prepare/review support info; develop fault isolation processes.
• Provide guidance and training on connectivity/integration issues.
• Collaborate with Product Management, Repair, Engineering, and Quality as needed.
• Handle and elevate escalations; participate in special projects.

Skills

Software engineering

Software support

Customer service

Excellent communication

Bilingual abilities

Education

Associate degree in computer engineering or software engineering

Tools

CRM systems

ERP systems

Contact center software

MS Access

Excel

Word

Outlook

Job description

Position Summary

• Specializes in diagnostic connectivity with point-of-care blood analyzers in a veterinary environment to support end users, field representatives, and distribution partners with configuration, connectivity integration, operation, applications, and problem resolution for veterinary information systems products.

Position Responsibilities

• Answer incoming requests for technical support; troubleshoot and resolve information systems problems.
• Assist customers and partners with connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair; document calls and responses in the call management system.
• Initiate orders to send product for troubleshooting, replace defective product, or provide customer accommodation.
• Specialize in connectivity/integration issues; prepare/review support info; develop fault isolation processes; implement complaint documentation procedures.
• Provide guidance, instruction, and training on connectivity/integration issues.
• Work with other departments (Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, VMIPS) as needed.
• Handle and elevate escalations appropriately; participate in special projects.

Required Qualifications

• Associate’s degree in computer engineering/software engineering or equivalent experience (Certified Veterinary Technician with IT background accepted).
• 3+ years software engineering and software support experience (preferably veterinary).
• Point-of-care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM, ERP, and contact center telephone systems preferred.
• Bilingual (French, Spanish, Portuguese) is a plus.

Additional Skills (preferred)

• Excellent customer service; strong verbal/written problem-solving skills; analytical/critical thinking.
• Experience with PMS systems, clinical laboratory systems, and laboratory workflow.
• Data entry/patient processing.
• Network routers/switches installation, maintenance, troubleshooting.
• PC hardware/software maintenance/troubleshooting.
• Proficiency with Microsoft Access, Excel, Word, Outlook, and web mail.

Competencies

• Oral/written communication, problem solving, dependability, planning/organizing, safety/security, ethics, adaptability, judgment, mental toughness.

Physical Requirements

• Occasional lift up to 30 lbs; regularly talk/type; frequently read/sit; occasionally stand/walk/drive; occasionally push/grasp/reach/stoop/kneel/crouch/crawl.

Travel

• Some travel required.

Benefits (as stated)

• Healthcare/insurance beginning on day one
• 401(k) with match and profit-sharing
• 4 weeks vacation.