Diagnostics Technical Support Representative
Zoetis
August 11, 2026
Remote friendly (Troy Hills, NJ)
United States
Operations
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.
Position Responsibilities
- 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 escalate escalations appropriately; participate in special projects.
Required Qualifications
- 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.
Additional Skills (preferred)
- 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.
Competencies
- Oral/written communication, problem solving, dependability, planning/organizing, safety/security, ethics, adaptability, judgment, mental toughness.
Physical Requirements
- Occasional lift up to 30 lbs; regularly talk/type; frequently read/sit; occasionally stand/walk/drive; occasionally push/grasp/reach/stoop/kneel/crouch/crawl.
Travel
- Some travel required.
Benefits (as stated)
- Healthcare/insurance beginning on day one; 401(k) with match and profit-sharing; 4 weeks vacation.
- 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.
Position Responsibilities
- 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 escalate escalations appropriately; participate in special projects.
Required Qualifications
- 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.
Additional Skills (preferred)
- 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.
Competencies
- Oral/written communication, problem solving, dependability, planning/organizing, safety/security, ethics, adaptability, judgment, mental toughness.
Physical Requirements
- Occasional lift up to 30 lbs; regularly talk/type; frequently read/sit; occasionally stand/walk/drive; occasionally push/grasp/reach/stoop/kneel/crouch/crawl.
Travel
- Some travel required.
Benefits (as stated)
- Healthcare/insurance beginning on day one; 401(k) with match and profit-sharing; 4 weeks vacation.