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, operations, and system integration
• Use back offices, command center, chemistry translator, virtual share, and remote-in tools to identify error trends and isolate root causes
• Provide technical inquiries, troubleshooting, application/connectivity/operations training, and customer support to customers, field force, distributors, and strategic partners
• Collaborate with supervisors, support levels, product management, repair, engineering, quality, sales, customer service, training, and other internal teams
• Document interactions and resolutions in the CRM system and manage end-to-end case handling, including regulatory reporting processes
• Handle customer dissatisfaction, complaints, escalations, and retention-related concerns
• Initiate product returns and process orders for troubleshooting, replacement, defective products, and customer accommodation
• Maintain expertise on diagnostic product lines, troubleshooting methods, policies, and procedures
• Participate in special projects, local-market meetings, proactive installation follow-up calls, and customer onboarding
• Manage the RMA process end-to-end
• Adhere to Zoetis policies, procedures, objectives, case-management guidelines, KPIs, and service levels

• 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
• 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)
• Ability to work with high volumes of technical support requests and manage end-to-end case handling
• Ability to handle complaints, escalations, product returns, orders, and RMA processes