Digital Product Support Manager

Diagnostics Product Support Manager

The Dx (Diagnostic) product support manager role offered is a technical support role within Zoetis covering all global markets with Zoetis diagnostics including distribution partners. The goal of this role is to provide high level detail orientated support for the VetScan diagnostic product line to our internal Zoetis customers (by extension distributors). As a Diagnostic Product Support Manager, you will be responsible for managing the communication between the product managers, other above market DX functions (marketing, commercial, medical etc.) and the markets/Tech Support Team and Zoetis distribution partners. The role will be accountable for collecting and sharing market experience with the product management teams and vice versa to drive product improvement, customer experience and product support overall.

Ownership of technical and support processes for diagnostic devices and consumables including new products, enhancements of software and technical challenges / resolutions drive the core of this role, there is a high visibility in the business for the "communication process" where any information flowing from the team should be delivered in a professional and detail orientated way being sure to assess the impact of the information across the groups who receive it to allow colleagues to know quickly what workload is expected and in what way they will be supported through processes, issues or expected actions. Along with this there will be a requirement to keep an up-to-date summary of upcoming changes or current situations being experienced in the field of diagnostics to the leadership of customer care so we can be aligned on workloads expected from our supporting functions and provide as much information as needed to engage, direct and manager expectations on a short- and long-term basis.

You will have the opportunity to access directly into the product manager and have visibility of the new and upcoming products and enhancements for the device. There will be a focus on specific product lines as the focus shifts between product launches and will work closely with all other members of the DPSM team to deliver on goals of the group.

Key responsibilities:

• Use customer care skills to put all stakeholders at ease and help them solve their technical problems, support, and coach to deliver accurate information, assist with problem resolution to meet and exceed customer expectations.
• Answering or making calls to the internal / external clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explain valuable solutions, and ensuring that clients feel supported and valued.
• 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.
• Foster a strong relationship, attending cross functional meetings on a regular basis and reporting back to them information which is pertinent to constant product improvement programs.
• Create content to educate on upcoming, new, and existing features and issues, share openly within the colleague and peer groups and receive details from them to ensure each market has all the information required at the respective moment it is needed. This means that all the internal colleagues should have awareness of what is "coming soon" so they can prepare and plan, then the training and coaching they need to bring all of our products and services to life direct to the end user.
• Report issues quickly, efficiently and in a professional way understanding the timelines due investigation and development changes.
• Communicate on current issues and remain grounded in sharing details which are in line with the expectations of product management and quality teams, the goal being as clear as possible without causing additional concern to unaffected markets, products or devices whilst ensuring colleagues are aware that all activities are taken seriously and investigated as efficiently and completely as required.
• Using feedback and knowledge gained from the role provide critical feedback on future enhancements which can improve the overall customer experience, reduce the need for customers to require technical support and end up with the best possible diagnostic portfolio to deliver on the overall business goals at Zoetis.
• Provide summary information to wider leadership groups on the status of projects and issues.
• Maintain a log of current known problems and share these to all support groups, reducing the need to investigate a known issue in multiple regions and adding weight to the needed resolution.

Coach support colleagues to build new skills, knowledge, and confidence. This includes virtual and face to face training where required.

EDUCATION AND EXPERIENCE

• University degree or equivalent experience
• Solid understanding of Animal Health & Diagnostic solutions
• Minimum 3 years of experience in technical support
• Preferred customer experience (technical, product, support, field based) in Animal Health Industry
• Language Ability: Ability to read general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Skills

• Time Management: Use skills to prioritize customer calls and quickly address all technical support issues, search reference materials, use reference analyzers and seek assistance to escalation and product management teams managing any information flows and logging data as needed.
• Problem-solving: Use skills to diagnose analyzer hardware, software and connectivity problems, inquiries, questions, or reference requests and assist the customer in the understanding and repair steps needed either on site by field repair or by identifying underlying issues requiring specialist repair.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and present via written, oral, and visual media.
• Personnel Management: Skilled at developing, motivating, and coaching people as they work.
• Provide current up-to-date information that helps staff to solve and/or anticipate problems and perform job at a high level of accomplishment.
• Needs excellent listening and verbal communication skills to manage relationships, understand customer complaints and clearly relay solutions to technical problems.
• Ability to interact with cross functional team members and stakeholders in a problem-solving, constructive manner.
• Proven success working in a complex, highly matrixed, global organization with rapidly changing priorities and tight timelines.
• Highly pro-active and strong problem-solving skills.
• Fluency in English is required, additional languages are a plus.

PHYSICAL POSITION REQUIREMENTS

Note the physical conditions in which work will be performed, if applicable to the position. Examples: Lifting, sitting, standing, walking, ability to travel, drive, unusual attendance requirements, weekend work or travel requirements, etc.

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to
be located in (Colorado). Base pay may vary based on location and other factors.

Base Pay Range: $71,000 - $102,000

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (California), (NJ Remote), (NY Remote), or (Washington). Base pay may vary based on location and
other factors.

Base Pay Range: $75,000 - $115,000

This position is eligible for short-term incentive compensation.

We offer a competitive and comprehensive benefits package, which includes healthcare, dental coverage, and

retirement savings benefits along with paid holidays, vacation and disability insurance.

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.