Diagnostics Technical Support Representative

Role Description

The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns.

The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.
RESPONSIBILITIES

- Respond promptly and accurately to high volumes of technical support requests through multiple support channels.

- Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.

- Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.

- Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.

- Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case management guidelines to ensure key performance indicators and service levels are met.

- Exercise judgement and autonomy when handling customer dissatisfaction complaint. Review available account information and data to address and resolve customers concerns. Leverage available Tech Support policies or procedures to address customer concerns. Handle escalations through defined pathways as needed. Consult and communicate to internal teams as need to ensure customer retention.

- Initiate product returns (replacement, investigation, repair) within the Customer Relationship Management system.

- Process orders to enable troubleshooting, replace defective products, and provide customer accommodation.

- Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures.

- Adhere to Zoetis policies, procedures, and objectives.

- Participate in special projects and assignments as needed.

- Manage the RMA process end-to-end.

- Conduct proactive follow-up calls for new installations as part of customer onboarding.

- May participate in meetings with local markets

ORGANIZATIONAL RELATIONSHIPS

This position regularly interacts with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Repair, Product Support, Quality, Field Sales, Field Tech Services, Customer Service and Training team. External interactions include communication with veterinary clinics, laboratories, distributors, and strategic partners.
EDUCATION AND EXPERIENCE

An equivalent combination of education, training, and experience will be considered.

- Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree

- 3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience

- Point of care diagnostic experience preferred

- Experience with CRM systems, ERP systems, PIMS and contact c