Diagnostics Technical Specialist

Location: San Juan, Puerto Rico

The Diagnostics Technical Specialist (DTS) provides onsite support to veterinary clinics, laboratory research, and veterinary academic settings and are responsible for the overall business health and customer satisfaction of their assigned territories. Their primary purpose is to assist clinics with all aspects of implementation, training, operation, applications, and problem resolution on all veterinary diagnostics products. The specialist will be involved in all phases of the onsite support process with emphasis on diagnostics implementation, workflow improvements, increasing utilization of diagnostic products, and efforts to expand our product line with our current customers.

Responsibilities: 
•    Deliver post-sale product installation support and validation; lead applications and operations training that accelerates adoption and reduces time-to-value.
•    Execute new and existing customer onboardings across point-of-care diagnostics, Zoetis DX/Virtual Lab, and reference lab offerings; support structured onboarding journeys (e.g., a 100-day onboarding cadence where applicable).
•    Identify, document, and address workflow pain points; design and implement workflow improvements that enhance the customer experience and increase utilization.
•    Respond to onsite technical support requests and coordinate escalation (including leveraging Level 2/technical support for phone-based case resolution) to troubleshoot and resolve complex system issues with urgency and complete follow-through.
•    Use territory/time-management tools (e.g., FASTDx) to balance urgent needs with planned utilization visits and to optimize account coverage.
•    Drive utilization and pull-through by influencing appropriate use of consumables and services (e.g., rotors/packs, rapid tests, Imagyst scans/kits, and reference lab) through consultative training and value-based recommendations.
•    Generate and route qualified leads for point-of-care analyzers and reference lab opportunities (competitive capture and customer retention) by identifying needs during customer engagements.
•    Tailor messaging to align customer needs with business objectives; incorporate awareness of industry and territory trends to create appropriate selling opportunities.
•    Collaborate closely with field partners to protect/defend the customer base and to execute corporate/specialty initiatives and quarterly projects.
•    Works closely with the Area Business Manager (ABM) and Diagnostic Solutions Consultant (DSC) to provide appropriate customer service in a team approach.
•    Works with the ABM and DSC teams to identify and report opportunities for additional analyzers in customer accounts as well as new opportunities through referrals from existing customers.

Knowledge, Skills, Ability Requirements: 
•    Basic computer skills (ie. Microsoft Office, Excel, Adobe).
•    Basic knowledge of animal disease states preferred.
•    Knowledge of diagnostic products, instrumentation, and clinic processes.
•    Candidate must possess an analytical mindset and demonstrable critical thinking skills.
•    Must have the availability and willingness to travel up to 90% of work week in territory and be flexible to accommodate customer visit requests.
•    Candidate must have a deep understanding of the PR animal health market.
•    This position requires travel to multiple locations within PR territory on regular basis. New hire initial trainings will be held in Union City, CA & Parsippany, NJ. National sales & training meetings as well as regional sales meetings will be scheduled in advance and will require out of state travel.
•    Typically works standard business hours, Monday through Friday.
•    Ability to safely lift and move 60 lbs.
•    Must be fluent in English and Spanish.

Technical Skills and Competencies
•    Exemplifies early adopter behaviors for rapid learning ability.
•    Capably grows technical knowledge through relationships, creative solutions, and enhances customer loyalty.
•    Demonstrate expertise in veterinary terminology/science. 
•    Skilled at making presentations. Ability to transport, set-up and demonstrate equipment quickly and effectively. 
•    Balances strategic and tactical business requirements. 
•    Demonstrated organizational, prioritization, and time management skills.
•    Strong ability to multi-task and work independently.
                                                                          
Qualifications (Training, Education, & Prior Experience): 
•    Position requires an Associate’s degree with a Bachelor’s degree preferred or equivalent experience.
•    A degree from a Veterinary Technology Program preferred. Credentialed Veterinary Technician preferred.
•    At least one year of experience working in a clinical setting.
•    Valid Driver’s License, clean driving record, auto insurance.

Full timeRegularColleague

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