Role Description
You will assist end users, field reps, and distribution partners with operation, applications, and problem resolution across our veterinary diagnostic portfolio. The role covers all phases of support: handling calls, documenting cases, mentoring, and driving process improvements. Remote-first, collaborating online with cross‑functional teams.
Responsibilities
- Provide prompt, accurate technical assistance to veterinary clinics, research labs, and academic settings; troubleshoot device, software, and application issues.
- Support customers, sales teams, distributors, and marketing with product performance, technical inquiries, operations training, and application guidance.
- Initiate and document product returns (RMA) and investigations; log all interactions in the call management/CRM system.
- Place orders for troubleshooting units, replacements, or customer accommodation as needed.
- Act as SME for assigned product lines: prepare/review support information, develop fault isolation processes, and improve complaint documentation.
- Train and guide colleagues to increase productivity and performance.
- Monitor trends and call quality; recommend focus areas for improvement.
- Collaborate with Product Management, Repair, Engineering, Quality, Field Tech Services, Customer Service, and other teams on support activities.
- Handle and appropriately escalate complex cases; communicate updates, challenges, and concerns.
- Provide support through all stages of product launches.
- Apply and communicate company policies; contribute to special projects and process enhancements with Technical Support management.
Skills & Competencies
- Language ability to read technical/regulatory content; write reports and procedures; present to varied audiences.
- Active listening; clear oral and written communication; presentation skills across media.
- Basic math; sound reasoning in standardized situations.
- Proficiency with Microsoft Excel, Word, Outlook, and webmail; familiarity with CRM/contact center systems preferred.
- Personnel management: ability to coach and motivate peers; dependable, organized, ethical, and safety‑minded.
- Problem solving with composure; good judgment; adaptability; attendance/punctuality for required shifts.
Education & Experience
- Relevant college or university education.
- 2+ years’ experience, including 1+ year in Technical Support; point‑of‑care diagnostics experience preferred.
- Excellent telephone manner; experience with CRM and call systems preferred.
Languages
- Spanish required. English preferred. Additional European languages (e.g., French, Italian, Portuguese, German, Polish, Greek) are a plus.
Work Conditions
- Remote/home‑based in Spain; permanent residence must be in the hiring country; not permitted to work temporarily from other countries.
- Quiet, distraction‑free workspace; extended computer use; some travel may be required.
- On‑call or additional shifts may be required based on department needs.
About the Role
You will be part of a high‑performing technical support team focused on veterinary diagnostics, with opportunities to mentor, enhance processes, and collaborate across functions to improve customer outcomes and product quality.
If you’re passionate about solving complex technical issues, communicating clearly, and supporting clinicians and partners across Spain, we’d love to hear from you.
Full time
Regular
Colleague
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