Diagnostics Technical Support Representative

Diagnostics Technical Support Representative

POSITION SUMMARY

The Diagnostics Technical Support 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 Diagnostics Technical Support 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

• 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.

REQUIRED QUALIFICATIONS

• Associates degree in Computer Engineering, Software Engineering or equivalent work experience is 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

• Candidate must possess an 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 / 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.

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