Zoetis, Inc
Diagnostic Technical Support Representative
Zoetis, Inc, San Francisco, California, United States, 94199
Role
Description POSITION SUMMARY The Technical Support Representative primary purpose is to assist End Users, Field Representatives, and Distribution Partners with all aspects of operation, applications, configuration, connectivity integration and problem resolution on all animal health diagnostic products. POSITION RESPONSIBILITIES Answer high volume of incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings. Assist customers, regional sales managers, distributors and strategic marketing partners in answering questions and resolving problems in the areas of product performance, technical inquiries, applications, areas of connectivity and operations training. 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. 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. Apply and communicate Zoetis' policies, procedures, and objectives. Participate on special projects and assignments as needed. ADDITIONAL SKILLS 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
#J-18808-Ljbffr
Description POSITION SUMMARY The Technical Support Representative primary purpose is to assist End Users, Field Representatives, and Distribution Partners with all aspects of operation, applications, configuration, connectivity integration and problem resolution on all animal health diagnostic products. POSITION RESPONSIBILITIES Answer high volume of incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings. Assist customers, regional sales managers, distributors and strategic marketing partners in answering questions and resolving problems in the areas of product performance, technical inquiries, applications, areas of connectivity and operations training. 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. 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. Apply and communicate Zoetis' policies, procedures, and objectives. Participate on special projects and assignments as needed. ADDITIONAL SKILLS 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
#J-18808-Ljbffr