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 back offices, command center, chemistry translator, virtual share, and remote access tools to identify error trends and isolate root causes
• Support customers, field representatives, distributors, and strategic partners with technical inquiries, performance issues, and application, connectivity, and operations training
• Collaborate with Supervisors, support levels 1–3, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS
• Document interactions and resolutions in the CRM system
• Manage end-to-end case handling, including regulatory reporting case processing
• Resolve customer dissatisfaction and complaints, handle escalations, and coordinate with internal teams to support customer retention
• Initiate product returns, process orders, and replace defective products
• Maintain expertise on diagnostic product lines, troubleshooting methods, policies, and procedures
• Participate in special projects, local-market meetings, and customer onboarding follow-up calls
• Manage the RMA process end-to-end

• 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 Connectivity Team roles

• Full-time regular colleague position