Customer Support Technician

2 months ago

Memphis, Tennessee, United States Zoetis Full time
States considered:
GA- TN

Role Overview

POSITION SUMMARY:
The main duty of this role is to oversee the Hatchery Inovo Process for Zoetis. This will be achieved through the implementation of our premier Customer Service Programs. The individual in this position will conduct preventive maintenance on electrical and mechanical systems in poultry hatcheries, as well as perform urgent repairs at customer sites when necessary.

POSITION RESPONSIBILITIES:

  • Execute scheduled preventive maintenance on all assigned biodevices.
  • Provide electrical and mechanical assistance and carry out emergency repairs as required.
  • Comprehend and adhere to electrical schematics.
  • Participate in after-hours support and repairs within the territory.
  • Serve as the Zoetis Field Service Technician responsible for all communications with designated hatcheries.
  • Complete all necessary reporting forms and procedures, including visit scheduling, customer site contacts, parts usage priorities, site cart management, certification programs, and vehicle and equipment maintenance within the designated timeframe.
  • Manage the Hatchery Inovo Process on behalf of Zoetis Field Service Technicians across an assigned territory of 3-5 hatcheries.
  • Oversee the Zoetis Operator Training Program for over 25 customer employees.
  • Facilitate the preparation program for vaccines and sanitation for all Zoetis devices.
  • Support and execute the Zoetis Process Evaluation Program.
  • Responsible for collecting and reporting all critical information within the Zoetis Fieldaware System.
  • Adhere to all safety and precautionary protocols.
  • Maintain regular communication with supervisors.
  • Perform other duties as assigned.

EDUCATION AND EXPERIENCE:

  • An associate degree in Electro/Mechanical Systems or a related field, or a bachelor's degree in poultry science or a similar discipline from an accredited institution.
  • Relevant experience may be considered in lieu of educational qualifications.
  • Typically requires 5 years of related experience.

TECHNICAL SKILLS:

  • Bilingual proficiency in English and Spanish is preferred.
  • Demonstrated mechanical aptitude.
  • Strong organizational skills.
  • Self-motivated and proactive.
  • Excellent critical thinking, problem-solving, judgment, and initiative.
  • Effective communication skills necessary for interaction with various levels of customer management.
  • Basic computer skills in Word, Excel, and Outlook.
  • Proven ability to interpret and communicate Hatchery Air Plating Program results.

PHYSICAL POSITION REQUIREMENTS:

  • Most work is conducted in a hatchery environment where exposure to potentially hazardous conditions may occur.
  • Heat and humidity levels are often above average.
  • Availability for unsocial hours due to on-call responsibilities beyond a standard 40-hour work week (including weeknights, weekends, and holidays) to respond to customer emergencies.
  • Ability to lift more than 25 pounds.
  • Willingness to travel 60-80% of the time.
Full time

Regular

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