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Business Analysis

In Pennsylvania / United States

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Business Analysis   

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JOB TITLE:
Business Analysis
JOB TYPE:

JOB SKILLS:
JOB LOCATION:
Exton Pennsylvania / United States

JOB DESCRIPTION :
The Veterinary Medical Information and Product Support (VMIPS) Team is a contact center environment, responsible for providing outstanding customer service to our callers. The Customer Care Diagnostic Veterinary Technician/Technical Support Product Specialist is the first point-of-contact for our customers. Our major veterinary diagnostic areas include: Point of Care test, reference laboratory test kits, Diagnostic Analyzers & reagent tests. The Technical Support Product Specialist 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, while providing additional product specific support for more complex problems. The specialist will be involved in all phases of the support process including taking phone calls, documenting complaints, training new hires, and implementing process improvements.

Major Responsibilities Include:
• Answer 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.
• 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
• Work as the subject matter expert on assigned product line technical issues to prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.
• Provide guidance, instruction, and training on assigned product line to increase productivity and performance.
• Review trends for respective product line, call monitoring, and provide recommendations on area of focus as applicable
• 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
• Stay abreast on all support aspects on assigned product line and communicate information, updates, challenges and concerns as appropriate
• Provide relevant support in all aspects and stages of a product launch
• Apply and communicate Zoetis’ policies, procedures, and objectives.
• Participate on special projects and assignments as needed.
• Work with Technical Support management to improve overall procedures and processes.

Position Details

Jun 12, 2021
Health Care
S16204861257548646
Pennsylvania / United States
Exton
A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Business Analysis    Apply

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The Veterinary Medical Information and Product Support (VMIPS) Team is a contact center environment, responsible for providing outstanding customer service to our callers. The Customer Care Diagnostic Veterinary Technician/Technical Support Product Specialist is the first point-of-contact for our customers. Our major veterinary diagnostic areas include: Point of Care test, reference laboratory test kits, Diagnostic Analyzers & reagent tests. The Technical Support Product Specialist 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, while providing additional product specific support for more complex problems. The specialist will be involved in all phases of the support process including taking phone calls, documenting complaints, training new hires, and implementing process improvements.

Major Responsibilities Include:
• Answer 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.
• 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
• Work as the subject matter expert on assigned product line technical issues to prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.
• Provide guidance, instruction, and training on assigned product line to increase productivity and performance.
• Review trends for respective product line, call monitoring, and provide recommendations on area of focus as applicable
• 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
• Stay abreast on all support aspects on assigned product line and communicate information, updates, challenges and concerns as appropriate
• Provide relevant support in all aspects and stages of a product launch
• Apply and communicate Zoetis’ policies, procedures, and objectives.
• Participate on special projects and assignments as needed.
• Work with Technical Support management to improve overall procedures and processes.