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-in to identify error trends and isolate root causes
• Support customers, field force, distributors, and strategic partners with technical inquiries, performance issues, 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, including case processing for regulatory reporting
• Handle customer dissatisfaction complaints, escalations, and retention activities
• 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 product lines, troubleshooting methods, policies, and procedures
• Manage the RMA process end-to-end
• Conduct proactive follow-up calls for new-installation customer onboarding
• Participate in special projects and meetings with local markets as needed

• 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, 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
• Italian is required
• English is mandatory for all international agents
• Proficiency in additional core European languages 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 PC hardware/software troubleshooting for basic support (Connectivity Team only)