Diagnostic Technical Support – Information Technology Representative

Role Description

POSITION SUMMARY

The Dx Technical Support- Information Technology Representative specializes in diagnostic connectivity with our point-of-care blood analyzers in a veterinary environment primarily to assist 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 Technical Support – Information Technology representative will be involved in all phases of the support process including taking phone calls, emails, connectivity voice mails, assisting general Technical Support Representatives and documenting calls.

POSITION RESPONSIBILITIES

In order of importance, list the primary responsibilities critical to the performance of the position. It is recommended not to list actual tasks but focus on essential responsibilities that highlight accountability and level of judgment required.

Major Duties and Responsibilities – including but not limited to:

• 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 specialist, 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 which requires 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 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 on special projects and assignments as needed.
• Must be able to work independently and make appropriate decisions with accuracy, timeliness, and complete follow-through.
• Must be organized, self-motivated, have strong people skills and be a customer advocate.

Additional Skills :

• Excellent customer service and strong verbal, written, and problem-solving skills
• Candidate 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 IT Support and Lab Systems in a Veterinary environment
• Data Entry / patient processing
• 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 in standardized situations.
• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and present via written, oral, and visual media.
• Some travel required

Competencies :

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

• Written Communication - Writes clearly and informatively; able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner; uses reason even when dealing with emotional topics.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.
• Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Ethics - Treats people with respect; works with integrity and ethically, team player
• Adaptability - Adapts to changes in the work environment
• Attendance/Punctuality - Is consistently at work and on time.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions.
• Mental toughness – Maintains composure, keeps emotions in check, controls anger, and avoids aggressive behavior, even in very difficult situations.

EDUCATION AND EXPERIENCE

• Associates degree in Computer Engineering, Software Engineering or equivalent work experience is preferred and /or Certified Veterinary Technician with IT background

TECHNICAL SKILLS REQUIREMENTS

• 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)

PHYSICAL POSITION REQUIREMENTS

• This employee may occasionally be required to lift up to 30 pounds.
• While performing the duties of this job, the employee is regularly required to talk and type.
• The employee is frequently required to read and sit.
• The employee is occasionally required to stand, walk and drive.
• This individual is occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.