Diagnostics Technical Support Representative

States considered: Role Description The Diagnostics Technical Support Representative supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products. This includes guidance on product operation, applications, configuration, connectivity, and system integration, as well as product-specific troubleshooting for more complex concerns. The Diagnostics Technical Support Representative participates in all phases of the support process, including handling inbound calls, documenting complaints, driving issue resolution and process improvements. This role requires strong technical expertise and customer service skills to ensure optimal performance and a consistently positive customer experience across veterinary clinics, laboratory research, and academic settings. RESPONSIBILITIES Respond promptly and accurately to high volumes of technical support requests through multiple support channels. Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations. Utilize support tools including but not limited to: back offices, command center, chemistry translator, virtual share, remote in to identify error trends and isolate root cause of issues. Support customers, field force, distributors, and strategic partners by answering technical inquiries, addressing performance issues, and providing application, connectivity, and operations training. Collaborate with Superv