Diagnostics Technical Support Representative

• Respond to high volumes of technical support requests through multiple channels.
• Diagnose and resolve issues involving 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 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 and manage end-to-end case handling, including regulatory reporting.
• Handle customer dissatisfaction, escalations, and retention-related concerns using policies, procedures, account information, and internal consultation.
• Initiate product returns, replacements, investigations, and repairs in the CRM system.
• Process orders for troubleshooting, defective-product replacement, and customer accommodation.
• Maintain expertise in 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.

• 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
• Connectivity Team only: working knowledge of Veterinary PIMS and PC hardware/software troubleshooting for basic support

• Full-time regular employment
• Colleague employment status