Diagnostics Technical Support Representative

• Respond to high volumes of technical support requests through multiple support channels.
• Diagnose and resolve issues related to product performance, applications, connectivity, and operations.
• Use back offices, command center, chemistry translator, virtual share, and remote-in tools 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 support, product, repair, engineering, quality, sales, customer service, training, and other internal teams.
• Document interactions and resolutions in the Customer Relationship Management system.
• Manage end-to-end case handling, including regulatory reporting case processing, while meeting KPIs and service levels.
• Resolve customer dissatisfaction and complaints, handle escalations, and coordinate with internal teams to support customer retention.
• Initiate product returns, replacements, investigations, and repairs through 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 installations during customer onboarding.
• Participate in special projects and meetings with local markets as needed.

• An equivalent combination of education, training, and experience will be considered.
• Associate degree in a 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.
• Proficiency in CRM systems, ERP systems, and contact center telephone systems.
• Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting.
• Connectivity Team only: working knowledge of Veterinary PIMS and PC hardware/software troubleshooting for basic support.