Diagnostic Technical Support Representative

States considered: ALL

Role Description

POSITION SUMMARY

The Technical Support Representative primary purpose is to assist End Users, Field Representatives, and Distribution Partners with all aspects of operation, applications, configuration, connectivity integration and problem resolution on all animal health diagnostic products.

POSITION RESPONSIBILITIES

• Answer high volume of incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings.
• Assist customers, regional sales managers, distributors and strategic marketing partners in answering questions and resolving problems in the areas of product performance, technical inquiries, applications, areas of connectivity and operations training.
• Work with various other departments as needed such as Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service and VMIPS in relation to support activities
• Handle escalations and escalate as appropriate
• Initiate product returns for replacement, investigation and repair which requires accurate and timely documentation of calls and responses in the call management system.
• Initiate orders to send product for troubleshooting purposes, replace defective product, or customer accommodation
• Apply and communicate Zoetis' policies, procedures, and objectives.
• Participate on special projects and assignments as needed

Additional Skills

• Language Ability: Ability to read general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Active Listening: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Math Ability: Basic math skills required.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Working knowledge of Veterinary PMS systems, PC hardware/software troubleshooting for basic IT support
• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and present via written, oral, and visual media.
• Some travel required

Competencies:

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - Writes clearly and informatively; able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner; uses reason even when dealing with emotional topics.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.
• Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Ethics - Treats people with respect; works with integrity and ethically, team player
• Adaptability - Adapts to changes in the work environment
• Attendance/Punctuality - Is consistently at work and on time.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions.
• Mental toughness - Maintains composure, keeps emotions in check, controls anger, and avoids aggressive behavior, even in very difficult situations.

TECHNICAL SKILLS REQUIREMENTS

• 1+ years of relevant experience

• Point of care diagnostic experience preferred
• Previous veterinary software/connectivity support experience preferred
• Excellent telephone manner
• Experience with CRM systems, ERP systems, and contact center telephone systems
• Bilingual considered a plus (French, Spanish, Portuguese)

PHYSICAL POSITION REQUIREMENTS

• This employee may occasionally be required to lift up to 30 pounds.
• While performing the duties of this job, the employee is regularly required to talk and type.
• The employee is frequently required to read and sit.
• The employee is occasionally required to stand, walk and drive.
• This individual is occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.

EDUCATION AND EXPERIENCE

• Associates degree in related field or vet tech degree preferred or equivalent experience

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to
be located in (Colorado). Base pay may vary based on location and other factors.

Base Pay Range: $ 24.80 - $38.10

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (California), (NJ Remote), (NY Remote), or (Washington). Base pay may vary based on location and
other factors.

Base Pay Range: $ 27.20 - $41.60

[This position is eligible for short-term incentive compensation.] [The position is also eligible for long-term incentive.]

We offer a competitive and comprehensive benefits package, which includes healthcare, dental coverage, and

retirement savings benefits along with paid holidays, vacation and disability insurance.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.