Diagnostics Technical Support Representative

Zoetis•Parsippany, NJ

About The Position

The Diagnostics Technical Support Representative specializes in diagnostic connectivity for point-of-care blood analyzers in veterinary settings. The role supports end users, field representatives, and distribution partners with configuration, connectivity integration, operation, applications, and problem resolution for veterinary information systems products. Support includes phone calls, emails, connectivity voicemail, assistance to general Technical Support Representatives, and call documentation. The representative troubleshoots technical issues for veterinary practices, laboratory research, and academic veterinary settings; assists customers and internal and external partners; and handles product returns and orders for troubleshooting, replacement, repair, or customer accommodation. The role also develops and reviews support information, fault-isolation processes, and complaint documentation procedures; provides guidance and training; collaborates with multiple departments; handles escalations; and participates in special projects. Some travel is required.

Requirements

Three or more years of previous software engineering and software support experience, preferably in a veterinary setting.
Excellent telephone manner.
Excellent customer service, verbal, written, and problem-solving skills.
Analytical mindset and demonstrable critical-thinking skills.
Ability to read technical and business materials, write reports and business correspondence, and present information effectively.
Active listening skills.
Basic math skills.
Ability to apply common-sense reasoning to written, oral, or diagrammatic instructions and solve problems involving several concrete variables in standardized situations.
Working knowledge of Microsoft Access, Excel, Word, Outlook, and web mail.
Ability to communicate and present information through written, oral, and visual media.
Some travel required.
Ability to lift up to 30 pounds occasionally and perform the physical activities described for the position.

Nice To Haves

Associate degree in Computer Engineering, Software Engineering, or equivalent work experience; a Certified Veterinary Technician with an IT background is also accepted.
Point-of-care diagnostic experience.
Experience with CRM systems, ERP systems, and contact-center telephone systems.
Bilingual ability in French, Spanish, or Portuguese.
Experience with practice management systems, clinical laboratory systems, and laboratory workflow.
Data entry and patient-processing experience.
Experience installing, maintaining, and troubleshooting network routers and switches.
PC hardware and software maintenance and troubleshooting experience.

Responsibilities

Answer incoming technical support requests and provide prompt, accurate assistance in troubleshooting and resolving information systems problems.
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, with accurate and timely documentation in the call management system.
Initiate orders to send products for troubleshooting, replace defective products, or provide customer accommodations.
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.
Work with other departments as needed in relation to support activities.
Handle escalations and escalate issues as appropriate.
Participate in special projects and assignments as needed.