Diagnostics Technical Support Representative

About the Role

The Diagnostics Technical Support Representative specializes in diagnostic connectivity with point-of-care blood analyzers in a veterinary environment. This role primarily assists End Users, Field Representatives, and Distribution Partners with configuration, connectivity integration, operation, applications, and problem resolution related to veterinary information systems products.

Responsibilities

• Answer incoming requests for technical support, providing prompt and accurate technical assistance for troubleshooting and resolving information systems problems in veterinary practices, laboratory research, and veterinary academic settings.
• Assist customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners with connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair, ensuring accurate and timely documentation of calls and responses in the call management system.
• Initiate orders to send products for troubleshooting, replace defective products, or accommodate customer needs.
• 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.
• Collaborate with departments such as Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS for support activities.
• Handle and escalate support issues as appropriate.
• Participate in special projects and assignments as needed.

Requirements

• Associate's degree in computer engineering, Software Engineering, or equivalent work experience is preferred. Certified Veterinary Technician with an IT background is also accepted.
• 3+ years of previous Software Engineering and Software Support experience, preferably in a veterinary setting.
• Point-of-care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM systems, ERP systems, and contact center telephone systems is preferred.
• Bilingual ability (French, Spanish, Portuguese) considered a plus.

Skills

• Excellent customer service and strong verbal, written, and problem-solving skills.
• Analytical mindset and demonstrable critical thinking skills.
• Preferred experience with PMS systems, Clinical Laboratory Systems, and laboratory workflow.
• Data entry and patient processing experience.
• Preferred experience with network routers/switches installation, maintenance, and troubleshooting.
• PC hardware/software maintenance and troubleshooting.
• Ability to read business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Effective presentation skills and ability to respond to questions from various stakeholders.
• Active listening skills, including giving full attention and asking appropriate questions.
• Basic math skills.
• Ability to apply common sense understanding to carry out instructions in written, oral, or diagram form.
• Working knowledge of Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Knowledge of media production, communication, and dissemination techniques.

• Competencies:
• Oral Communication: Speaks clearly and persuasively; listens and gets clarification; responds well to questions.
• Written Communication: Writes clearly and informatively; reads and interprets written information.
• Problem Solving: Identifies and resolves problems in a timely manner; uses reason even with emotional topics.
• Dependability: Follows instructions, responds to management direction, and takes responsibility for actions.
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; sets goals and objectives.
• Safety and Security: Observes safety procedures; determines appropriate actions beyond guidelines.
• Ethics: Treats people with respect; works with integrity and ethically.
• Adaptability: Adapts to changes in the work environment.
• Judgment: Exhibits sound and accurate judgment; supports reasoning for decisions.
• Mental Toughness: Maintains composure and controls emotions in difficult situations.

Physical Requirements

• Occasionally required to 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.

Pay

The U.S. base salary range for this full-time position is $23.10 - $37.00 per hour. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

Benefits

• Comprehensive healthcare and insurance benefits beginning on day one.
• 401K plan with a company match and profit-sharing contribution.
• 4 weeks of vacation.
• Additional benefits, policies, and programs supporting employee well-being in health, financial wellness, family, and lifestyle resources.

About the Company

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture, and commercialize vaccines, medicines, diagnostics, and other technologies for companion animals and livestock. Our award-winning culture focuses on career growth, connection, and support for colleagues.