Diagnostics Technical Support Representative (Remote)

Zoetis; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

Zoetis is seeking a Diagnostics Technical Support Representative to assist end users, field representatives, and distribution partners with diagnostic product issues across operation, connectivity, and integration aspects.

The role requires strong technical expertise and customer service skills to ensure a positive customer experience across veterinary clinics, labs, and academic settings. Italian language is required with English mandatory for international agents.

Qualifications

• Associates degree in a related technical field or Vet Tech degree preferred; equivalent experience considered.
• 3+ years of experience in Customer/Technical Support with at least 1 year in Technical Support
• Point of care diagnostic experience preferred; CRM/ERP and contact center systems experience highly preferred
• Italian is required; English mandatory for all international agents; additional European languages are a plus

Responsabilités

• Respond promptly to high volumes of technical support requests across multiple channels.
• Diagnose and resolve issues related to product performance, connectivity, and operations.
• Provide training on applications, connectivity, and operations to customers, field staff and partners.
• Collaborate with internal teams to ensure seamless support and issue resolution.
• Document interactions and resolutions in the CRM, manage end-to-end case handling.
• Handle escalations and communicate with internal teams to ensure customer retention.
• Manage the RMA process and initiate returns within the CRM system.

Connaissances

Technical support

CRM proficiency

Customer service

Vet/animal health knowledge

Italian language

Formation

Associates degree or Vet Tech

3+ years customer/technical support

Outils

CRM systems

ERP systems

PIMS

Telephone contact center systems

Description du poste

States considered:

Role Description

The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns.

The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.

RESPONSIBILITIES

• Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
• Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.
• Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
• Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.
• Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case management guidelines to ensure key performance indicators and service levels are met.
• Exercise judgement and autonomy when handling customer dissatisfaction complaint. Review available account information and data to address and resolve customers concerns. Leverage available Tech Support policies or procedures to address customer concerns. Handle escalations through defined pathways as needed. Consult and communicate to internal teams as need to ensure customer retention.
• Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.
• Process orders to enable troubleshooting, replace defective products, and provide customer accommodation.
• Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.
• Adhere to Zoetis policies, procedures, and objectives.
• Participate in special projects and assignments as needed.
• Manage the RMA process end-to-end.
• Conduct proactive follow-up calls for new installations as part of customer onboarding.
• May participate in meetings with local markets
• undefined

ORGANIZATIONAL RELATIONSHIPS

This position regularly interacts with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Repair, Product Support, Quality, Field Sales, Field Tech Services, Customer Service and Training team. External interactions include communication with veterinary clinics, laboratories, distributors, and strategic partners.

EDUCATION AND EXPERIENCE

An equivalent combination of education, training, and experience will be considered.

• Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
• 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
• Point of care diagnostic experience preferred
• Experience with CRM systems, ERP systems, PIMS and contact center telephone systems highly preferred
• Italian is required. English is mandatory for all international agents. Proficiency in additional core European languages (e.g., Spanish, French, Italian, Portuguese, Greek, Dutch, Polish, Spanish) is a strong advantage for this role.

TECHNICAL SKILLS REQUIRE

• undefined
• Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
• Proficient in CRM systems, ERP systems, and contact center telephone systems
• Excellent telephone etiquette and communication skills
• Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
• Ability to clearly and persuasively communicate in both positive and challenging situations; actively listens and provides clarification
• Written Communication: Writes clearly and informatively; able to interpret written information effectively.
• Problem Solving: Identifies and resolves issues promptly using sound judgment
• Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
• Planning and Organizing: Prioritizes and plans work efficiently; sets realistic goals and objectives
• Ethics: Demonstrates integrity, respect, and teamwork
• Adaptability: Adjusts to changes in the work environment
• Mental Toughness: Maintains composure in difficult situations

Connectivity Team Only: working knowledge of Veterinary PIMS, PC hardware/software troubleshooting for basic support

Full time

Regular

Colleague