Diagnostics Technical Support Representative

Position Summary

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

Position Responsibilities

• Answer incoming requests for technical support, providing prompt and accurate troubleshooting and resolution of information systems problems for veterinary practices, laboratory research, and veterinary academic settings.
• Assist customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners with connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair with accurate and timely documentation of calls and responses in the call management system.
• Initiate orders to send product for troubleshooting, replace defective product, or 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 departments such as Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS on support activities.
• Handle escalations and escalate as appropriate.
• Participate on special projects and assignments as needed.

Required Qualifications

• Associates degree in Computer Engineering, Software Engineering, or equivalent work experience preferred; Certified Veterinary Technician with IT background accepted.
• 3+ years previous Software Engineering and Software Support experience, preferably in a veterinary setting.
• Point of care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM systems, ERP systems, and contact center telephone systems preferred.
• Bilingual considered a plus (French, Spanish, Portuguese).

Additional Skills

• Excellent customer service and strong verbal, written, and problem-solving skills.
• Analytical mindset and demonstrable critical thinking skills.
• Preferred experience working with PMS systems, Clinical Laboratory Systems, and laboratory workflow.
• Data entry / patient processing.
• Preferred experience with network routers/switches installation, maintenance, and troubleshooting.
• PC hardware/software maintenance and troubleshooting.
• Ability to read business periodicals, professional journals, technical procedures, or government regulations; write reports, business correspondence, and procedure manuals; present information and respond to questions.
• Active listening skills.
• Basic math skills required.
• Ability to apply common sense understanding to carry out instructions in written, oral, or diagram form.
• Working knowledge of Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Presentation skills including media production, communication, and dissemination techniques.
• Some travel required.

Competencies

• Oral Communication
• Written Communication
• Problem Solving
• Dependability
• Planning/Organizing
• Safety and Security
• Ethics
• Adaptability
• Judgment
• Mental toughness

Physical Position Requirements

• Occasionally required to lift up to 30 pounds.
• Regularly required to talk and type.
• Frequently required to read and sit.
• Occasionally required to stand, walk, and drive.
• Occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.