Diagnostics Technical Support

This position is primarily based in Spain, with the possibility of being located in any other EU country.

The primary role of the Technical Support is to assist end users, field representatives, and distribution partners with all aspects of the operation, application, and issue resolution of animal health diagnostic products. The agent will also provide specialized support for more complex product-related issues.

Responsibilities include managing all phases of the support process, such as handling phone calls, documenting complaints and driving process improvements.

This is a remote position, with work conducted online, following a late shift schedule from 14:00 to 22:00 CET, Monday to Friday.

POSITION RESPONSIBILITIES

Key Responsibilities - including but not limited to:

• Respond to incoming technical support requests, delivering prompt and accurate assistance, troubleshooting, and problem resolution for veterinary clinics, laboratory research facilities, and academic veterinary institutions.
• Assist customers and sales representatives by addressing inquiries and resolving issues related to product performance and technical concerns.
• Initiate product returns for replacement, investigation, or repair, ensuring accurate and timely documentation of interactions within the call management system.
• Process orders to facilitate product troubleshooting, replacement of defective items, or customer accommodations.
• Collaborate with various departments, including Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS, in support of operational activities.
• Manage escalations and escalate issues appropriately when necessary.
• Stay informed on all aspects of support, ensuring timely communication of updates, challenges, and concerns.
• Provide support during all phases of product launches.
• Adhere to and communicate company policies, procedures, and objectives, including those of Zoetis.
• Participate in special projects and assignments as required.
• Work with Technical Support management to improve processes and overall operational efficiency.

Additional Skills:

• Language Proficiency: Capable of reading and interpreting business publications, technical procedures, and regulations; writing reports, business correspondence, and procedure manuals; and effectively presenting information to various audiences.
• Active Listening: Demonstrates the ability to attentively listen, comprehend key points, ask appropriate questions, and refrain from interrupting.
• Reasoning Ability: Able to apply logical thinking to interpret written, verbal, or diagrammatic instructions and address problems with multiple variables in standardized situations.
• Computer Proficiency: Must have experience with essential software, including Microsoft products, SalesForce and SAP.
• Presentation Skills: Knowledge of communication methods and media production, with the ability to convey information effectively through written, oral, and visual formats.

Competencies:

• Oral Communication: Communicates clearly and effectively in all situations, listens attentively, seeks clarification, and responds to questions appropriately.
• Written Communication: Produces clear and informative written materials; able to interpret and understand written content.
• Problem Solving: Identifies and resolves issues promptly, applying logic and reason, even in emotionally charged situations.
• Dependability: Follows instructions, meets deadlines, takes responsibility for actions, adheres to schedules, and communicates alternative plans when necessary.
• Planning and Organization: Prioritizes tasks, manages time efficiently, plans for resource needs, sets realistic goals, and develops actionable plans.
• Safety and Security: Adheres to safety protocols, identifies potential risks, takes appropriate action, and ensures proper use of equipment and materials.
• Ethics: Demonstrates integrity, treats others with respect, and acts ethically as a team player.
• Adaptability: Adjusts to changes in the work environment with ease.
• Attendance and Punctuality: Consistently manages business hours and shift requirements.
• Judgment: Exercises sound judgment, explains reasoning, and supports decisions.
• Composure: Maintains emotional control, composure, and professionalism, even in challenging situations.

EDUCATION AND EXPERIENCE

• Relevant College or University Education

TECHNICAL SKILLS REQUIREMENTS

• 2+ years of experience with at least 1 year of Technical Support experience
• Point of care diagnostic experience preferred
• Excellent telephone manner
• Experience with CRM systems and contact centre telephone systems preferred
• English fluency
• Bilingual skills in French and Spanish; one of the following languages is considered a plus: Greek, Portuguese

PHYSICAL and ADDITIONAL REQUIREMENTS

• The employee will be primarily home based and work remotely
• Working hours: 14:00-22:00 CET, Monday to Friday
• Location: This position is located preferably in Spain, but can be located in any other country in the EU
• It is required to have the permanent residence in the country that hires you, and no possible to work from another countries (even for short periods)
• A quiet and comfortable space to work from free from distractions and noise is a must
• Long periods of in front of a computer
• Additional working shifts may be required based on department needs
• Occasional travel may be req