Diagnostics Technical Support Representative

Position Overview

The Diagnostics Technical Support Representative specializes in diagnostic connectivity with our point-of-care blood analyzers in a veterinary environment. This role primarily assists End Users, Field Representatives, and Distribution Partners with all aspects of configuration and connectivity integration, operation, applications, and problem resolution on any veterinary information systems products. The representative will be involved in all phases of the support process, including taking phone calls, emails, connectivity voicemails, assisting general Technical Support Representatives, and documenting calls.

Responsibilities

• Answer incoming requests for technical support, providing prompt and accurate technical assistance, troubleshooting, and resolving information systems problems for veterinary practices, laboratory research, and veterinary academic settings.
• Assist customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners in answering questions and resolving problems in the areas of connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair, requiring 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 for customer accommodation.
• Specialize in connectivity and integration issues, prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.
• Provide guidance, instruction, and training on connectivity and integration issues to increase productivity and performance.
• 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.
• Participate in special projects and assignments as needed.

Requirements

• Education/Experience:
  • Associate's degree in Computer Engineering, Software Engineering, or equivalent work experience is preferred.
  • Certified Veterinary Technician with an IT background is accepted.
  • 3+ years of previous Software Engineering and Software Support experience, preferably in a veterinary setting.
  • Point-of-care diagnostic experience preferred.
• Skills:
  • Excellent telephone manner.
  • Experience with CRM systems, ERP systems, and contact center telephone systems preferred.
  • Bilingual considered a plus (French, Spanish, Portuguese).
  • Excellent customer service and strong verbal, written, and problem-solving skills.
  • Must possess an analytical mindset and demonstrable critical thinking skills.
  • Preferred experience working with PMS systems, Clinical Laboratory Systems, and laboratory workflow.
  • Preferred experience with Network routers/switches installation, maintenance, and troubleshooting.
  • PC hardware/software maintenance/troubleshooting.
• 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.

Employment Type

Full time

Location Type

• [Information not provided]

Salary

• [Information not provided]

Company Information

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