Technical Support Representative, Human Health Customer Care

The Human Medical Technical Support Specialist is responsible for receiving and managing incoming technical support calls from Piccolo users experiencing issues with their instruments and/or rotors. Each interaction must be thoroughly documented within the Quality Management System (QMS). The specialist will also communicate new software updates and field actions to Piccolo customers.

Are you passionate about helping customers and solving technical challenges in a healthcare environment? As a Human Medical Technical Support Specialist, you will be the front line of support for Piccolo users, ensuring they receive timely, accurate assistance when it matters most. In this role, you'll combine technical expertise with strong communication skills to troubleshoot issues, support laboratory professionals, and contribute to high-quality patient care. You'll also play a key role in documenting interactions within the Quality Management System (QMS) and keeping customers informed of important software updates and field actions.

Key Responsibilities:

• Serve as a trusted resource by handling incoming technical support calls from Abaxis Human Medical customers
• Deliver clear, effective troubleshooting for Piccolo instruments and rotor-related issues
• Accurately document all customer interactions and case details in the Quality Management System (QMS)
• Support customer correlations, protocols, and validation requests
• Assist with customer evaluations and data analysis, ensuring thorough documentation
• Provide guidance on regulatory requirements and applicable governing standards
• Support and document new Piccolo instrument installations
• Identify, document, and escalate performance issues to the Quality team
• Proactively communicate software updates and field actions to customers
• Contribute to continuous improvement and take on additional responsibilities as needed

Key Relationships / Resources Managed:

• Piccolo end users
• Laboratory supervisors
• Repair center
• Quality Assurance (QA) team
• Sales and Marketing
• Distribution partners

Travel Requirements:

• Travel as required based on business needs and training.

Education and Experience:

• Bachelor's degree in a scientific discipline or clinical laboratory technology preferred, or equivalent experience.
• Knowledge of medical laboratory products and instrumentation preferred.
• Fluent in English (written and spoken).

Knowledge, Skills, and Abilities:

• Strong listening, verbal, and written communication skills

• About Zoetis
  
  At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

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