Role Description
The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns.
The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings.
RESPONSIBILITIES
- Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
- Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations.
Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues.
- Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training.
- Collaborate with Supervisors, Senior Agent, Level 1 Support, Level 2 Support, Level 3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training team, and VMIPS to deliver seamless support.
- Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system. Manage the end to end case handling and case management including case processing for reporting to regulatory authorities. Adhere to case man
📌 Diagnostics Technical Support Representative (España)
🏢 Zoetis
📍 España