Veterinary Diagnostics Support Specialist

Zoetis Inc; Oregon; Hybrid; USD 32,000 - 51,000; Full time

Benefits offered by this job

Healthcare and insurance benefits

401K with company match

4 weeks of vacation

Job summary

Zoetis Diagnostics is seeking a Diagnostics Technical Support Representative to troubleshoot connectivity for point‑of‑care blood analyzers in veterinary settings. You will assist End Users, Field Representatives, and Distribution Partners with configuration, integration, and problem resolution across veterinary information systems.

You will handle calls, emails, and voicemails, document interactions, and collaborate with Product Management, Repair, Engineering, and other teams to resolve issues

Qualifications

• 3+ years of software engineering and software support experience, preferably in a veterinary setting.
• Point of care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM, ERP, and contact center systems.

Responsibilities

• Answer incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving information systems problems for veterinary practices, laboratory research, and veterinary academic settings.
• Assist customers, regional sales managers, diagnostics specialist, distributors, and strategic marketing partners in answering questions and resolving problems in the areas of connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation and repair which requires accurate and timely documentation of calls and responses in the call management system.
• Initiate orders to send product for troubleshooting purposes, replace defective product, or customer accommodation.
• Specialize in connectivity and integration issues, prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.
• Provide guidance, instruction, and training on connectivity and integration issues to increase productivity and performance.
• Work with various other departments as needed such as Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service and VMIPS in relation to support activities.
• Handle escalations and elevate as appropriate.
• Participate on special projects and assignments as needed.

Skills

Customer support

Technical troubleshooting

Communication

CRM experience

Travel

Education

Associate degree or equivalent

Certified Veterinary Technician (IT background)

Tools

CRM systems

ERP systems

Contact center tech

Job description

Zoetis Diagnostics is seeking a Diagnostics Technical Support Representative to troubleshoot connectivity for point‑of‑care blood analyzers in veterinary settings. You will assist End Users, Field Representatives, and Distribution Partners with configuration, integration, and problem resolution across veterinary information systems.

You will handle calls, emails, and voicemails, document interactions, and collaborate with Product Management, Repair, Engineering, and other teams to resolve issues