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Zoetis

Diagnostics Technical Support Representative

Zoetis

. Respond to high volumes of technical support requests through multiple support channels .

Posted 9/18/2026full-timeRemote • GreeceMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and customer service, with a strong focus on diagnosing and resolving issues related to product performance and system integration. Proficient in managing end-to-end case handling, including regulatory reporting and customer satisfaction.

Highest-signal resume keywords
Technical Support ExperienceCRM Systems ProficiencyVeterinary Technology KnowledgeGerman Language ProficiencyPoint Of Care Diagnostic Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportTroubleshootingCase ManagementProduct Returns ManagementRegulatory ReportingBasic PC Hardware/Software TroubleshootingVeterinary Practice Management SystemsEnd-To-End Case HandlingCustomer SupportApplication Training
Soft Skills
Customer ServiceComplaint HandlingCollaborationEscalation ManagementCommunication
Tools & Technologies
CRM SystemsERP SystemsPIMSContact Center Telephone SystemsMicrosoft Office Suite
Certifications & Qualifications
Associate Degree in Related Technical FieldVeterinary Technology Degree
Industry Keywords
Veterinary TechnologyTechnical SupportCustomer SupportPoint Of Care DiagnosticsService Levels

Tech Stack

Tools & technologies
ERP

About the role

Key responsibilities & impact
  • Respond to high volumes of technical support requests through multiple support channels
  • Diagnose and resolve issues involving product performance, applications, connectivity, operations, and system integration
  • Use back offices, command center, chemistry translator, virtual share, and remote-in tools to identify error trends and isolate root causes
  • Provide technical inquiries, troubleshooting, application/connectivity/operations training, and customer support to customers, field force, distributors, and strategic partners
  • Collaborate with supervisors, support levels, product management, repair, engineering, quality, sales, customer service, training, and other internal teams
  • Document interactions and resolutions in the CRM system and manage end-to-end case handling, including regulatory reporting processes
  • Handle customer dissatisfaction, complaints, escalations, and retention-related concerns
  • Initiate product returns and process orders for troubleshooting, replacement, defective products, and customer accommodation
  • Maintain expertise on diagnostic product lines, troubleshooting methods, policies, and procedures
  • Participate in special projects, local-market meetings, proactive installation follow-up calls, and customer onboarding
  • Manage the RMA process end-to-end
  • Adhere to Zoetis policies, procedures, objectives, case-management guidelines, KPIs, and service levels

Requirements

What you’ll need
  • Associate degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
  • 3+ years of experience in Customer Support, Technical Support, Veterinary Technology, or IT Support, including at least 1 year of Technical Support experience
  • Point of care diagnostic experience preferred
  • Experience with CRM systems, ERP systems, PIMS, and contact center telephone systems highly preferred
  • German is required
  • English is mandatory for all international agents
  • Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems
  • Proficient in CRM systems, ERP systems, and contact center telephone systems
  • Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting
  • Working knowledge of Veterinary PIMS and PC hardware/software troubleshooting for basic support (Connectivity Team Only)
  • Ability to work with high volumes of technical support requests and manage end-to-end case handling
  • Ability to handle complaints, escalations, product returns, orders, and RMA processes