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 back offices, command center, chemistry translator, virtual share, and remote-in 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 support, product, repair, engineering, quality, sales, customer service, training, and related internal teams
• Document interactions and resolutions in the CRM system and manage end-to-end case handling, including regulatory reporting cases
• Resolve customer dissatisfaction and complaints, handle escalations, and coordinate with internal teams to support customer retention
• 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
• 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

• 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 basic PC hardware/software troubleshooting for basic support (Connectivity Team only)