Diagnostics Technical Support Representative

Zoetis; United States; Remote; Full time

Job summary

A leading company in animal health is seeking a Diagnostics Technical Support Representative. The role involves assisting end users and partners with technical inquiries and troubleshooting for diagnostic products. Candidates should have relevant experience, strong communication skills, and a preferred associate's degree. Benefits include healthcare and retirement plans.

Benefits

Healthcare

Dental

Retirement

Paid holidays

Vacation

Disability insurance

Qualifications

• 1+ years of relevant experience required.
• Point of care diagnostic experience preferred.
• Bilingual skills a plus (French, Spanish, Portuguese).

Responsibilities

• Provide technical support for veterinary clinics and laboratories.
• Document calls and responses in the management system.
• Collaborate with various departments for issue resolution.

Skills

Communication

Problem Solving

Dependability

Planning/Organizing

Adaptability

Education

Associate’s degree or vet tech degree

Tools

CRM systems

ERP systems

Veterinary PMS systems

Job description

POSITION SUMMARY

The primary purpose of the Diagnostics Technical Support Representative is to assist End Users, Field Representatives, and Distribution Partners with all aspects of operation, applications, configuration, connectivity, integration, and problem resolution on all animal health diagnostic products.

POSITION RESPONSIBILITIES

1. Answer a high volume of incoming requests for technical support, providing prompt and accurate troubleshooting and problem resolution for veterinary clinics, laboratories, and academic settings.
2. Assist customers, sales managers, distributors, and marketing partners with product performance, technical inquiries, applications, connectivity, and training.
3. Collaborate with departments such as Product Management, Repair, Engineering, Support Groups, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS.
4. Handle escalations appropriately.
5. Document calls and responses accurately in the call management system when initiating product returns, investigations, repairs, or replacements.
6. Manage orders for troubleshooting, defective product replacement, or customer accommodations.
7. Apply and communicate Zoetis’ policies, procedures, and objectives.
8. Participate in special projects and assignments as needed.

Additional Skills

• Language Ability: Read business and technical materials; write reports, correspondence, and manuals; present information effectively.
• Active Listening: Fully attend to speakers, understand points, ask questions, avoid interruptions.
• Math Skills: Basic math proficiency.
• Reasoning Ability: Apply common sense to instructions and solve problems with multiple variables.
• Computer Skills: Proficiency with Microsoft Office, Web Mail, and basic IT troubleshooting, including Veterinay PMS systems.
• Presentation Skills: Knowledge of media and communication techniques.
• Travel: Some travel required.

Competencies

• Communication (oral and written), Problem Solving, Dependability, Planning/Organizing, Safety, Ethics, Adaptability, Attendance, Judgment, Mental Toughness.

TECHNICAL SKILLS REQUIREMENTS

• Associate’s degree or vet tech degree preferred; relevant experience acceptable.
• 1+ years of relevant experience.
• Point of care diagnostic experience preferred.
• Veterinary software/support experience preferred.
• Excellent telephone manner.
• Experience with CRM, ERP, and contact center systems.
• Bilingual skills a plus (French, Spanish, Portuguese).

PHYSICAL POSITION REQUIREMENTS

• Occasional lifting up to 30 pounds.
• Regular talking and typing.
• Frequent reading and sitting.
• Occasional standing, walking, driving.
• Occasional pushing, grasping, reaching, stooping, kneeling, crouching, crawling.

The salary range varies by location: $24.80 - $38.10 in Colorado; $27.20 - $41.60 in California, NJ (Remote), NY (Remote), Washington. Benefits include healthcare, dental, retirement, paid holidays, vacation, and disability insurance. Zoetis is an equal opportunity employer and offers accommodations for disabilities. All applicants must have or obtain work authorization in the US. Unsolicited resumes from third parties are not accepted and will be considered Zoetis property.