[Remote] Diagnostics Technical Specialist at Zoetis

West Virginia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Veterinary, Diagnostics, HealthcareIndustries

Requirements

Computer skills (i.e. Microsoft Office, Excel, Adobe)
At least one year of experience working in a clinical setting
Basic knowledge of animal disease states preferred
Knowledge of diagnostic products, instrumentation, and clinic processes
Analytical mindset and demonstrable critical thinking skills
Availability and willingness to travel up to 80% of work week, including to multiple locations within the US and Canada, and flexible to accommodate customer visit requests (may require travel on Sundays)
Typically works standard business hours, Monday through Friday
Ability to safely lift and move 60 lbs
Superb customer service skills, ability to work independently, make appropriate decisions with accuracy, timeliness, and complete follow-through
Understand general veterinary clinic operations including diagnostic applications, financial limitations, training requirements, and workflow processes
Ability to create and deliver training presentations clearly and effectively in both formal and informal environments
Bilingual (Spanish or French) is a plus

Responsibilities

Responsible for the success of the relationship with assigned clinics to achieve goals and objectives identified by the customer and company to improve utilization, increase adoption, and minimize implementation time of diagnostic products
Identify, quantify, qualify, track, and evaluate clinic pain points; facilitate, develop, design, and implement clinic workflow processes that improve overall customer experience with diagnostic products
Respond to requests for onsite technical support, providing prompt and accurate technical assistance, troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings
Provide clinics with guidance, instruction, and training on the product line to increase productivity and performance through formal and informal presentations
Provide post-sale product installation and validation, applications, and operations training
Complete daily activity documentation, including detailed reports after customer visits, by collecting, analyzing, and summarizing all available information including detailed satisfaction information
Work closely with the Area Business Manager (ABMs) and Diagnostic Solutions Consultant (DSCs) to provide appropriate customer service in a team approach
Work with the ABM and DSC teams to identify and report opportunities for additional analyzers in customer accounts as well as new opportunities through referrals from existing customers

Skills

Key technologies and capabilities for this role

Veterinary DiagnosticsTechnical SupportTroubleshootingWorkflow OptimizationProduct TrainingCustomer Relationship ManagementSalesSOP Implementation

Questions & Answers

Common questions about this position

Is this a remote position or does it require travel?

The role requires onsite support to veterinary clinics and other settings in assigned territories, with anticipated travel up to 80%, and typically works standard business hours Monday through Friday. New hire trainings and sales meetings will require travel to locations like Union City, CA; Malvern, PA; and Parsippany, NJ.

What are the key responsibilities of the Diagnostics Technical Specialist?

The role involves providing onsite technical support, selling diagnostic solutions, implementing workflows, training on products, troubleshooting issues, and documenting customer visits to improve utilization and satisfaction.

What skills are required for this position?

Candidates must have superb customer service skills, ability to work independently, make decisions accurately and timely, understand veterinary clinic operations, and create/deliver effective training presentations.

How does the team structure work for this role?

The specialist works closely with the Area Business Manager (ABMs) and Diagnostic Solutions Consultant (DSCs) to provide customer service in a team approach and identify opportunities.

What makes a strong candidate for this Diagnostics Technical Specialist role?

Strong candidates demonstrate superb customer service, independence, decision-making skills, knowledge of veterinary clinic operations, and the ability to deliver clear training presentations while thriving in a travel-heavy, onsite support environment.