Diagnostics Technical Support Representative

• Respond to high volumes of technical support requests through multiple channels
• Diagnose and resolve product performance, application, connectivity, and operational issues
• Use back offices, command center, chemistry translator, virtual share, and remote-in tools to identify error trends and root causes
• Provide technical inquiries support, performance assistance, and application, connectivity, and operations training to customers, field representatives, distributors, and strategic partners
• Collaborate with supervisors, support levels 1–3, product management, repair, engineering, product support, quality, VMRD, sales, field technical services, customer service, training, and VMIPS teams
• Document interactions and resolutions in the CRM system and manage end-to-end case handling and regulatory reporting cases
• Resolve customer dissatisfaction complaints, handle escalations, and coordinate with internal teams to support customer retention
• Initiate product returns, process orders, and replace defective products
• Maintain expertise in diagnostic product lines, troubleshooting methods, policies, and procedures
• Participate in special projects, assignments, and meetings with local markets
• Manage the RMA process end-to-end
• Conduct proactive follow-up calls for new installations during customer onboarding
• Adhere to Zoetis policies, procedures, objectives, case-management guidelines, KPIs, and service levels

• Equivalent combination of education, training, and experience 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
• German required
• English 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
• Proficiency 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)
• Excellent telephone etiquette and communication skills
• Problem-solving, planning and organizing, dependability, adaptability, ethics, and ability to handle difficult situations

• Full-time regular employment
• Employee/colleague position