Diagnostics Technical Support Representative

🔥 4 minutes ago

🇵🇹 Portugal – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zoetis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1952

🏥 Healthcare

🍽️ Food & Beverage

🏭 Manufacturing

Healthcare • Food & Beverage • Manufacturing

Zoetis is the world's leading animal health company, committed to nurturing the world and humankind by advancing care for animals. With over 70 years of innovation, Zoetis develops a broad portfolio and pipeline of medicines, vaccines, diagnostics, and technologies that span a continuum of care to predict, prevent, detect, and treat animal illnesses. Operating in more than 100 countries, the company supports livestock farmers, veterinarians, and pet owners around the globe. Zoetis is driven by science and their shared passion for the human-animal bond, aiming to create a more sustainable and healthier world for all.

📋 Description

• Respond promptly and accurately to high volumes of technical support requests through multiple support channels. • Diagnose and resolve issues related to product performance, applications, connectivity, and operations. • Use support tools including back offices, command center, chemistry translator, virtual share, and remote access to identify error trends and isolate root causes. • Support customers, field representatives, distributors, and strategic partners through technical inquiries, performance issue resolution, and application, connectivity, and operations training. • Collaborate with Supervisors, Senior Agents, Level 1–3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS. • Document interactions and resolutions in the Customer Relationship Management system. • Manage end-to-end case handling and regulatory reporting case processing while meeting case-management guidelines, KPIs, and service levels. • Resolve customer dissatisfaction complaints, handle escalations, and coordinate with internal teams to support customer retention. • Initiate product returns, including replacement, investigation, and repair, in the CRM system. • Process orders for troubleshooting, defective-product replacement, and customer accommodation. • Maintain current expertise on diagnostic product lines, troubleshooting methods, policies, and procedures. • Adhere to Zoetis policies, procedures, and objectives. • Participate in special projects and assignments. • Manage the RMA process end-to-end. • Conduct proactive follow-up calls for new installations during customer onboarding. • May participate in meetings with local markets.

🎯 Requirements

• An equivalent combination of education, training, and experience will be considered. • Associate degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree. • 3+ years of experience in Customer Support, Technical Support, Veterinary Technology, or IT Support, including at least 1 year of Technical Support experience. • Point of care diagnostic experience preferred. • Experience with CRM systems, ERP systems, PIMS, and contact center telephone systems highly preferred. • German is required. • English is mandatory for all international agents. • Proficiency in additional core European languages, such as Spanish, French, Italian, Portuguese, Greek, Dutch, or Polish, is a strong advantage. • Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems. • Proficient in CRM systems, ERP systems, and contact center telephone systems. • Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting. • Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for basic support for the Connectivity Team.