Diagnostics Technical Support Representative

Zoetis•Parsippany-Troy Hills, NJ

4d•$23 - $37

About The Position

The Diagnostics Technical Support Representative specializes in diagnostic connectivity for point-of-care blood analyzers in a veterinary environment. The role assists end users, field representatives, and distribution partners with configuration and connectivity integration, operation, applications, and problem resolution for veterinary information systems products. The representative participates in all phases of support, including handling phone calls, emails, and connectivity voicemails, assisting general Technical Support Representatives, and documenting calls. The position provides technical assistance to veterinary practices, laboratory research, and veterinary academic settings; handles product returns and orders; supports connectivity and integration; and coordinates with multiple internal departments. Some travel is required. This is a full-time position. The U.S. base salary range is $23.10–$37.00, with individual pay dependent on work location and job-related skills, experience, and education or training.

Requirements

Three or more years of previous Software Engineering and Software Support experience, preferably in a veterinary setting.
Excellent telephone manner.
Strong customer service, verbal, written, and problem-solving skills.
Analytical mindset and demonstrable critical-thinking skills.
Ability to read business and technical materials and write reports, correspondence, and procedure manuals; ability to present information and respond to questions.
Basic math skills.
Ability to apply common-sense understanding to written, oral, or diagrammed instructions and solve problems involving several concrete variables in standardized situations.
Working knowledge of Microsoft Access, Excel, Word, Outlook, and web mail.
Ability to listen actively, communicate clearly, and interpret written information.
Some travel is required.

Nice To Haves

Associate degree in Computer Engineering, Software Engineering, or equivalent work experience; 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 PMS systems, Clinical Laboratory Systems, and laboratory workflow.
Experience with data entry and patient processing.
Experience installing, maintaining, and troubleshooting network routers and switches.
PC hardware and software maintenance and troubleshooting experience.

Responsibilities

Answer incoming technical support requests and promptly troubleshoot and resolve information systems problems for 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, documenting calls and responses accurately and promptly 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 to improve productivity and performance.
Work with departments including Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS on support activities.
Handle escalations and escalate issues as appropriate.
Participate in special projects and assignments as needed.