Diagnostics Technical Support Representative

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $23 - $37 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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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

• Answer incoming technical support requests and 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, with accurate and timely call documentation • 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 • Collaborate with Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS • Handle and appropriately escalate support issues • 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 IT background 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 preferred • Bilingual ability in French, Spanish, or Portuguese considered a plus • Excellent customer service, verbal, written, and problem-solving skills • Analytical mindset and demonstrable critical-thinking skills • Experience with PMS systems, Clinical Laboratory Systems, and laboratory workflow preferred • Data entry and patient processing • Experience with network router/switch installation, maintenance, and troubleshooting preferred • 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 • Ability to present information and respond to questions from managers, clients, customers, and the general public • Basic math skills • Working knowledge and experience with Microsoft Access, Excel, Word, Outlook, and Web Mail • Knowledge of media production, communication, and dissemination techniques and methods • Some travel required • Must possess or obtain authorization to work in the US for Zoetis

🏖️ Benefits

• Healthcare and insurance benefits beginning on day one • 401K plan with a match • Profit-sharing contribution from Zoetis • 4 weeks of vacation • Competitive healthcare and retirement savings benefits • Benefits, policies and programs supporting employee well-being, health and financial wellness, family and lifestyle resources • Reasonable accommodations for individuals with disabilities