Diagnostics Technical Support Representative

Position Summary

• Specializes in diagnostic connectivity with point-of-care blood analyzers in a veterinary environment to support end users, field representatives, and distribution partners with configuration, connectivity integration, operation, applications, and problem resolution for veterinary information systems products.

• Answer incoming requests for technical support; troubleshoot and resolve information systems problems.
• Assist customers and partners with connectivity, product performance, technical inquiries, applications, and operations training.
• Initiate product returns for replacement, investigation, and repair; document calls and responses in the call management system.
• Initiate orders to send product for troubleshooting, replace defective product, or provide customer accommodation.
• Specialize in connectivity/integration issues; prepare/review support info; develop fault isolation processes; implement complaint documentation procedures.
• Provide guidance, instruction, and training on connectivity/integration issues.
• Work with other departments (Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, VMIPS) as needed.
• Handle and elevate escalations appropriately; participate in special projects.

• Associate’s degree in computer engineering/software engineering or equivalent experience (Certified Veterinary Technician with IT background accepted).
• 3+ years software engineering and software support experience (preferably veterinary).
• Point-of-care diagnostic experience preferred.
• Excellent telephone manner.
• Experience with CRM, ERP, and contact center telephone systems preferred.
• Bilingual (French, Spanish, Portuguese) is a plus.

• Excellent customer service; strong verbal/written problem-solving skills; analytical/critical thinking.
• Experience with PMS systems, clinical laboratory systems, and laboratory workflow.
• Data entry/patient processing.
• Network routers/switches installation, maintenance, troubleshooting.
• PC hardware/software maintenance/troubleshooting.
• Proficiency with Microsoft Access, Excel, Word, Outlook, and web mail.

• Oral/written communication, problem solving, dependability, planning/organizing, safety/security, ethics, adaptability, judgment, mental toughness.

• Occasional lift up to 30 lbs; regularly talk/type; frequently read/sit; occasionally stand/walk/drive; occasionally push/grasp/reach/stoop/kneel/crouch/crawl.

• Some travel required.

• Healthcare/insurance beginning on day one
• 401(k) with match and profit-sharing
• 4 weeks vacation.