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Diagnostic Technical Support Representative


Last Updated: 4/19/24

Job Description

Position can be located at the following sites: Union City, CA; Malvern, PA; Parsippany, NJ or Remote locations


The Technical Support Representative 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.

ESSENTIAL JOB FUNCTIONS include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Answer high volume of 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.
  • 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
  • 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
  • Initiate orders to send product for troubleshooting purposes, replace defective product, or customer accommodation
  • Apply and communicate Zoetis’ policies, procedures, and objectives.
  • Participate on special projects and assignments as needed.

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.
  • Math Ability: Basic math 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 required


  • 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; commits to long hours of work when necessary to reach goals; 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 consistently at work and on time.
  • 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.

Physical Abilities:

  • This employee may occasionally be required to lift up to 30 pounds.
  • While performing the duties of this job, the employee is regularly required to talk and type.
  • The employee is frequently required to read and sit.
  • The employee is occasionally required to stand, walk and drive.
  • This individual is occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.

SUPERVISORY RESPONSIBILITIES in accordance with the Company's policies and applicable laws.

  • This position does not have any supervisory experience.

EDUCATION and EXPERIENCE an equivalent combination of education, training and experience will be considered.

  • Associates degree in related field or vet tech degree preferred or equivalent experience
  • 1+ years of relevant experience
  • Point of care diagnostic experience preferred
  • Excellent telephone manner
  • Experience with CRM systems, ERP systems, and contact center telephone systems
  • Bilingual considered a plus (French, Spanish, Portuguese)

Full time



Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [Register to View] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at site, or (2) via email to/from addresses using only the Zoetis domain of [Register to View] In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

Company Details

Parsippany, New Jersey, United States
Zoetis discovers, develops, manufactures and commercializes medicines, vaccines and diagnostic products, which are complemented by biodevices, genetic tests and precision livestock farming. Zoetis serves veterinarians, livestock producers and people who raise and care for farm and companion animals in more than 100 countries.