Diagnostics Technical Support Representative

• 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.

• 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.