Diagnostics Technical Support Representative

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $23 - $37 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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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, diagnostic 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 documentation in the call management system • Initiate orders for troubleshooting, defective product replacement, or customer accommodation • 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 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 considered a plus (French, Spanish, Portuguese) • Excellent customer service, 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 / patient processing • Preferred experience with network router/switch installation, maintenance, and troubleshooting • PC hardware/software maintenance and troubleshooting • Ability to read business periodicals, professional journals, technical procedures, and government regulations • Ability to write reports, business correspondence, and procedure manuals • Ability to present information and respond to questions • Basic math skills • Working knowledge of Microsoft Access, Excel, Word, Outlook, and Web Mail • Knowledge of media production, communication, and dissemination techniques and methods • Some travel required • May occasionally lift up to 30 pounds • Regularly required to talk and type; frequently read and sit; occasionally stand, walk, and drive • Occasionally required to push, grasp, reach, stoop, kneel, crouch, and crawl • Must possess or obtain authorization to work in the US for Zoetis; sponsorship may be pursued at Zoetis’s discretion

🏖️ Benefits

• Healthcare and insurance benefits beginning on day one • 401K plan with a match and profit-sharing contribution from Zoetis • 4 weeks of vacation • Collaborative work environment • Opportunities to learn and grow • Diverse and exciting opportunities in a growing global industry