Diagnostics Technical Support Representative

Role overview Provide technical support for veterinary diagnostic systems, with a particular focus on connecting point-of-care blood analyzers to veterinary information systems. You’ll help end users and partner teams configure and operate products, troubleshoot issues, document cases, and coordinate resolutions across support and technical groups.

Responsibilities - Respond to phone, email, and other support requests from veterinary practices, laboratories, academic settings, and field or distribution partners. - Troubleshoot connectivity, integration, product performance, applications, and operational questions. - Document support interactions and outcomes, and arrange product returns, replacements, or equipment shipments when needed. - Develop and review connectivity support guidance, fault-isolation steps, and complaint documentation procedures. - Train customers and colleagues on connectivity and integration issues. - Handle escalations and coordinate with teams such as engineering, product support, repair, quality, and field services.

Requirements - Three or more years of software engineering and software support experience; veterinary experience is preferred. - An associate degree in computer or software engineering, equivalent work experience, or veterinary technician certification combined with IT experience is preferred. - Strong customer service, communication, active listening, analytical, and problem-solving skills. - Working knowledge of common office and email applications, including Word, Excel, Access, and Outlook. - Ability to document cases clearly, explain technical information, and follow written, spoken, or diagrammed procedures.

Nice to have - Experience with point-of-care diagnostics, practice management or clinical laboratory systems, and laboratory workflows. - Familiarity with network routers and switches, PC hardware and software troubleshooting, CRM or ERP systems, and contact center tools. - French, Spanish, or Portuguese language skills.