Diagnostics Technical Support Representative

• Respond to high volumes of technical support requests through multiple support channels.
• Diagnose and resolve issues involving product performance, applications, connectivity, and operations.
• Use support tools such as back offices, command center, chemistry translator, virtual share, and remote access to identify error trends and root causes.
• Support customers, field representatives, distributors, and strategic partners with technical inquiries, performance issues, and application, connectivity, and operations training.
• Collaborate with support, product, repair, engineering, quality, sales, customer service, and training teams.
• Document interactions and resolutions in the CRM system and manage end-to-end case handling, including regulatory reporting.
• Handle customer dissatisfaction, escalations, and complaint resolution using applicable policies and procedures.
• Initiate product returns, replacements, investigations, and repairs in the CRM system.
• Process orders for troubleshooting, defective-product replacement, and customer accommodation.
• Maintain expertise on diagnostic products, troubleshooting methods, policies, and procedures.
• Participate in special projects, local-market meetings, proactive onboarding calls, and manage the RMA process end-to-end.

• 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 in Customer Support, Technical Support, Veterinary Technology, or 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 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.
• Connectivity Team: working knowledge of Veterinary PIMS and PC hardware/software troubleshooting for basic support.