Diagnostic Technical Support Agent
hace 2 semanas
*****POSITION RESPONSIBILITIES****Major Duties and Responsibilities - **including but not limited to**:- Answer incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings.- 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- Provide guidance, instruction, and training on assigned product line to increase productivity and performance.- Review trends for respective product line, call monitoring, and provide recommendations on area of focus as applicable- 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- Stay abreast on all support aspects on assigned product line and communicate information, updates, challenges and concerns as appropriate- Provide relevant support in all aspects and stages of a product launch- Participate on special projects and assignments as needed.- Work with Technical Support management to improve overall procedures and processes.**About Zoetis**At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world's most innovative and effective products for animal health-medicines, vaccines, diagnostics, genetic tests, biodevices-and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.**Diversity, Equity & Inclusion**Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each colleague feels valued and cared for and where we can be our best every day. Our Diversity, Equity & Inclusion (DE&I) focus and commitment begins with our leadership team of diverse backgrounds, experiences and ethnicities (50% of our executive team members are women), and it is demonstrated in our support of our colleagues and industry. Our Diversity, Equity & Inclusion Council, representing colleagues across locations, functions and communities, serve as ambassadors and champions for DE&I initiatives. In addition to the Diversity, Equity & Inclusion Council, Zoetis has six colleague resource groups that bring together colleagues who share similar backgrounds, experiences, or interests and work together toward goals aligned with our strategic business priorities.Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a Best Place to Work for LGBTQ Equality, a 100 Best Company for Working Mothers, a Top Company for Executive Women, among many others.For animals. For health. **For you.
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