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
• Excellent documentation and organizational skills

The US base salary range for this full-time position is $66,000.00 - $107,000.00 Our salary ranges are

determined by role, level, and location. The range displayed on each job posting reflects the base pay target range

for new hire salaries for the position. Within the range, individual pay is determined by work location and additional

factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional

and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning

on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

 

 

Full time

 

 

Regular

 

 

Colleague

 

 

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

 

 

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to c