The Technical Support Product Agent primary purpose is to assist End Users, Field Representatives, and Distribution Partners with all aspects of operation, applications, and problem resolution on all animal health diagnostic products, while providing additional product specific support for more complex problems. They will be involved in all phases of the support process including taking phone calls, documenting complaints, mentoring new hires, and implementing process improvements. This will be a remote role working with colleagues online.

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.

• 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, and operations training.

• 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

• Work as the subject matter expert on assigned product line technical issues to prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.

• 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

• Apply and communicate Zoetis’ policies, procedures, and objectives.

• Participate on special projects and assignments as needed.

• Work with Technical Support management to improve overall procedures and processes. 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.

• Active Listening: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Maths Ability: Basic maths skills required.

• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.

• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and present via written, oral, and visual media.

• Some travel may be required.

Competencies:

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

• Written Communication - Writes clearly and informatively; able to read and interpret written information.

• Problem Solving - Identifies and resolves problems in a timely manner; uses reason even when dealing with emotional topics.

• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; can manage own time and stick to agreed working schedules; completes tasks on time or notifies appropriate person with an alternate plan.

• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.

• Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

• Ethics - Treats people with respect; works with integrity and ethically, team player

• Adaptability - Adapts to changes in the work environment

• Attendance/Punctuality - Is able to manage normal business hours and shifts needed for the role.

• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions.

• Mental toughness – Maintains composure, keeps emotions in check, controls anger, and avoids aggressive behavior, even in very difficult situations

Technical Skill Requirements

• 2+ years of experience with at least 1 year of Technical Support experience
• Point of care diagnostic experience preferred
• Excellent telephone manner
• Experience with CRM systems and contact center telephone systems preferred
• Bilingual skills considered a plus 

Only applicants with an existing right to work permanently in Australia or New Zealand will be considered