Diagnostics Technical Support Representative

Diagnostics Technical Support Representative POSITION SUMMARY The Diagnostics Technical Support Representative specializes in diagnostic connectivity with our point-of-care blood analyzers in a veterinary environment primarily to assist End Users, Field Representatives, and Distribution Partners with all aspects of configuration and connectivity integration, operation, applications, and problem resolution on any veterinary information systems products. The Diagnostics Technical Support Representative will be involved in all phases of the support process including taking phone calls, emails, connectivity voice mails, assisting general Technical Support Representatives and documenting calls. POSITION RESPONSIBILITIES Answer incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving information systems problems for veterinary practices, laboratory research, and veterinary academic settings. Assist customers, regional sales managers, diagnostics specialist, distributors, and strategic marketing partners in answering questions and resolving problems in the areas of connectivity, 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 cus