Diagnostics Technical Support Representative
Summary:
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.
Duties
1. Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
2. 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.
3. Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
4. 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.
5. 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.
6. 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.
7. Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.
8. Process orders to enable troubleshooting, replace defective products, and provide customer accommodations.
9. Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.
10. Adhere to Zoetis policies, procedures, and objectives.
11. Participate in special projects and assignments as needed.
Education and Experience:
An equivalent combination of education, training, and experience will be considered.
12. Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
13. 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
14. Point of care diagnostic experience preferred
15. Experience with CRM systems, ERP systems and contact center telephone systems highly preferred
16. Bilingual considered a plus
Technical Skills Requirements
17. Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
18. Proficient in CRM systems, ERP systems, and contact center telephone systems
19. Excellent telephone etiquette and communication skills
20. Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
21. Ability to clearly and persuasively communicate in both positive and challenging situations; actively listens and provides clarification
22. Written Communication: Writes clearly and informatively; able to interpret written information effectively.
23. Problem Solving: Identifies and resolves issues promptly using sound judgment
24. Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
25. Planning and Organizing: Prioritizes and plans work efficiently; sets realistic goals and objectives
26. Ethics: Demonstrates integrity, respect, and teamwork
27. Adaptability: Adjusts to changes in the work environment
28. Mental Toughness: Maintains composure in difficult situations
Physical Position Requirements
29. May be required to lift up to 30 pounds.
30. Ability to regularly to talk and type required.
31. Ability to sit and stand for extended periods of time required.
32. Some travel required (<5%)
The US base salary range for this full-time position is $23.00/hr - $39.00/hr. Our salary ranges are
determined by role, level, and location. The range displayed on each job posting reflects the base pay target range
for new hire salaries for the position. Within the range, individual pay is determined by work location and additional
factors, including job-related skills, experience, and relevant education or training.
In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional
and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning
on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.
Visit zoetisbenefits.com to learn more.
Full timeRegularColleague
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.