Diagnostics Technical Support Representative

About This Opportunity

We are representing a global leader in animal health diagnostics seeking a Diagnostics Technical Support Representative based in Spain. This role serves as a critical technical resource for veterinary clinics, laboratories, and distribution partners across Europe, ensuring seamless operation of diagnostic equipment and systems.

Our client operates at the forefront of veterinary diagnostics, supporting practitioners who depend on accurate, reliable diagnostic tools for animal care. As part of their European technical support team, you'll resolve complex technical issues, guide users through system configurations, and collaborate across multiple departments to deliver exceptional customer experiences.

Responsibilities

• Respond to high volumes of technical support requests through phone, email, and digital channels
• Diagnose and resolve issues related to diagnostic instrument performance, connectivity, applications, and system integration using remote access tools and diagnostic platforms
• Provide technical guidance and training to customers, field sales teams, distributors, and strategic partners on product operation and troubleshooting
• Document all customer interactions, resolutions, and complaint handling in CRM systems, ensuring compliance with regulatory reporting requirements and service level agreements
• Manage end-to-end case handling including escalations, product returns (RMA process), replacement orders, and customer accommodations
• Collaborate with multi-level support teams, engineering, product management, quality assurance, field services, and repair departments to deliver coordinated solutions
• Conduct proactive follow-up calls for new installations as part of customer onboarding programs
• Maintain current expertise on diagnostic product portfolios, troubleshooting methodologies, and support procedures
• Participate in cross-functional projects and may attend meetings with local market teams

What We're Looking For

Required Qualifications:

• Associate degree in a technical field or Veterinary Technology; equivalent experience considered
• 3+ years in customer support, technical support, veterinary technology, or IT support roles
• Minimum 1 year of hands-on technical support experience
• German language proficiency required
• English proficiency mandatory
• Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based systems
• Strong telephone etiquette and communication skills
• Ability to troubleshoot basic PC hardware and software issues

Preferred Qualifications:

• Point-of-care diagnostic experience in veterinary or clinical settings
• Experience with CRM systems, ERP platforms, PIMS (Practice Information Management Systems), and contact center technologies
• Familiarity with veterinary practice management software
• Additional European language proficiency (Spanish, French, Italian, Portuguese, Greek, Dutch, or Polish)

Core Competencies:

• Problem-solving: identify root causes and resolve issues promptly with sound judgment
• Communication: convey technical information clearly in both positive and challenging situations; active listening and persuasive explanation skills
• Dependability: follow procedures, respond to direction, take ownership of responsibilities
• Adaptability: adjust effectively to changes in workload, processes, and technology
• Planning and organization: prioritize effectively and set realistic objectives
• Mental toughness: maintain composure under pressure and during difficult customer interactions
• Ethics: demonstrate integrity, respect, and collaborative teamwork

How We Work With You

Get A Job.ai serves as the exclusive recruitment partner for this confidential search. Here's our process:

• Apply directly through the Get A Job.ai platform with your current CV and a brief cover letter highlighting your technical support experience and language capabilities
• Our recruiting team will review your application and conduct an initial screening to assess fit
• Qualified candidates will be prepared and submitted to our client for consideration
• Please do not attempt to contact the employer directly, as all applications must be coordinated through Get A Job.ai

Pay

Compensation details will be discussed during the screening process and are competitive with the European market for technical support roles requiring multilingual capabilities.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.