Diagnostics Technical Support Representative

The Diagnostics Technical Support Representative delivers diagnostic connectivity technical support for Zoetis point-of-care blood analyzers used in veterinary settings. This remote role supports end users and partners with configuration, connectivity integration, operational support, applications, and troubleshooting, including call handling and documentation.

Responsibilities

• Answer incoming technical support requests and provide prompt, accurate assistance to troubleshoot and resolve information systems issues for veterinary practices, laboratory research environments, and veterinary academic settings.
• Support end users and business partners, including regional sales managers, diagnostics specialists, distributors, and strategic marketing partners, with connectivity, product performance, technical inquiries, and operational support, including applications and operations training.
• Initiate product returns for replacement, investigation, and repair, ensuring accurate and timely documentation of call details and responses in the call management system.
• Initiate orders to send product for troubleshooting, replace defective units, or provide customer accommodation.
• Specialize in connectivity and integration matters by preparing and reviewing product support information, developing fault isolation processes, and implementing complaint documentation procedures.
• Provide guidance, instruction, and training related to connectivity and integration issues to improve productivity and performance.
• Coordinate with departments as needed, including Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS, to support support activities.
• Handle escalations and escalate appropriately.
• Participate in special projects and assignments as required.

Position Summary

This role focuses on diagnostic connectivity for Zoetis point-of-care blood analyzers in a veterinary environment. The representative supports end users, field representatives, and distribution partners across configuration and connectivity integration, operation, applications, and problem resolution for veterinary information systems products. Support activities include taking phone calls and emails, responding to connectivity voice mails, assisting general technical support representatives, and documenting calls.

Requirements

• Associate’s degree in computer engineering or software engineering, or equivalent work experience preferred. Certified Veterinary Technician with an IT background is accepted.
• 3+ years of previous software engineering and software support experience, preferably in a veterinary setting.
• Point-of-care diagnostic experience is preferred.
• Excellent telephone manner.
• Experience with CRM systems, ERP systems, and contact center telephone systems is preferred.
• Bilingual is considered a plus (French, Spanish, Portuguese).
• Strong customer service orientation with excellent verbal and written communication and problem-solving skills.
• Analytical mindset with demonstrable critical thinking skills.
• Preferred experience with PMS systems, Clinical Laboratory Systems, and laboratory workflow.
• Data entry/patient processing.
• Preferred experience with network routers/switches installation, maintenance, and troubleshooting.
• PC hardware/software maintenance and troubleshooting experience.
• Some travel required.
• Ability to read general business periodicals, professional journals, technical procedures, or government regulations, and write reports, business correspondence, and procedure manuals.
• Ability to present information and respond to questions from groups of managers, clients, customers, and the general public.
• Active listening skills, including asking questions as appropriate and not interrupting.
• Basic math skills required.
• Ability to apply common sense understanding to carry out instructions in written, oral, or diagram form, and to deal with several concrete variables in standardized situations.
• Working knowledge and experience with Microsoft Access, Excel, Word, Outlook, and Web Mail.

Technologies

• CRM systems
• ERP systems
• Contact center telephone systems
• PMS systems
• Clinical Laboratory Systems
• Microsoft Access
• Excel
• Word
• Outlook
• Web Mail
• Network routers/switches
• PC hardware/software

Benefits

• Healthcare and insurance benefits beginning on day one
• 401K plan with a match and profit-sharing contribution from Zoetis
• 4 weeks of vacation

Competencies

• Oral Communication
• Written Communication
• Problem Solving
• Dependability
• Planning/Organizing
• Safety and Security
• Ethics
• Adaptability
• Judgment
• Mental toughness

Physical Position Requirements

• May occasionally lift up to 30 pounds.
• Regularly required to talk and type.
• Frequently required to read and sit.
• Occasionally required to stand, walk, and drive.
• Occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.

Role Details

• Location: Remote
• Compensation: USD 23 - 37 per hour
• Minimum experience: 3 years