The DX Elevated Support Manager leads and develops the Elevated Diagnostics Support Specialists for the global DX team, ensuring first-class support to internal and external diagnostics stakeholders across multiple regions and time zones—operationally focused on international markets while maintaining global alignment, coverage, and elevated-support standards (product and connectivity).
The team delivers advanced, escalation-level support to Level 1 Tech Support agents, distributors, and field force representatives across the diagnostics portfolio, spanning instrument operation, applications, troubleshooting, and complex problem resolution.
In a player-coach capacity, the manager actively supports case resolution by partnering with specialists on high-impact and complex escalations—triaging, driving investigation plans, removing roadblocks, and ensuring timely, high-quality customer outcomes—while simultaneously coaching to strengthen technical depth, decision-making, and consistent escalation practices. The leader collaborates closely with Diagnostics Product Support Managers (DPSMs), training teams, and tech support supervisors to ensure technical and process messaging is clearly understood and applied at the market level, and to continuously feed market insights, recurring issues, and product/support needs back into the broader organization.
Leadership & Strategic Direction
- Lead a regional DX Elevated Support Specialists team (general product + connectivity). Primary market focus: International and distributor serve as the lead point of contact, ensuring timely resolution, strong stakeholder communication, and measurable customer experience improvements.
- Distributor readiness and adoption: partner with distributor, field, and support leaders to identify gaps, implement corrective action plans, and ensure consistent rollout/adoption of global support processes, connectivity guidance, and knowledge standards.
- Coach, mentor, and develop elevated support specialists
Elevated Support and Escalation Management
- Establish and evolve reactive and proactive support structures—driving operational excellence, clear escalation pathways, and repeatable resolution practices—while serving as a player-coach who models strong case leadership and develops consistent problem-solving behaviors across the team.
- Act as a point of escalation (“point of elevation”) for markets on complex issues, including product/application and connectivity-related escalations (e.g., instrument-to-system communication, integrations, network/environment dependencies), co-owning critical cases with specialists to drive timely, high-quality resolution and coaching effective escalation management.
- Actively monitor and optimize elevated queue performance (general + connectivity)—backlog health, timeliness, resolution quality, and cross-team handoffs—stepping in as needed on priority cases to remove blockers, accelerate decisions, and reinforce best-practice investigation and communication.
- Ensure the team owns and manages the L2 queue in the most optimal way (in collaboration with first-line experts and DPSMs) across regions and time zones—expanding scope to include connectivity case management where applicable—while coaching triage discipline, documentation quality, knowledge capture, and repeatable resolution playbooks.
Stakeholder Partnership, Training Enablement & Communication
- Work in close collaboration with in-market DX commercial leaders to drive the DX Customer Experience from a technical support perspective, including readiness and adoption of support improvements.
- Drive continuous improvement by assessing feedback, identifying recurring drivers, and implementing process/tooling/knowledge changes to improve user experience and success.
- Collaborate with DPSM, Training, and Tech Support Supervisors to ensure product + process + connectivity messaging is consistent and applied at market level; act as a “multiplier” of technical guidance.
- Support training teams by helping educate agents and field reps on technical/process topics, including connectivity troubleshooting and best practices.
- Bring market signals back to DPSM/partners: issues, trends, product needs, connectivity pain points, and readiness gaps; help define corrective action plans where needed.
- Provide distributor support if not covered by L1 teams (established distributors), including connectivity enablement as required.
- Support beta testing and global optimization projects as needed, ensuring support readiness (including connectivity) and feedback loops are in place.
Talent Development & Team Collaboration
- Build, lead, and mentor high-performing global teams across support and repair operations
- Collaborate closely with global L1 teams, DPSM and other elevated support groups as well as Global and Regional Leadership teams
- Foster a culture of accountability, innovation, collaboration, digital transformation, and customer obsession.
- Develop succession planning, talent development, and organizational capability strategies focused on future-ready operational and AI competencies.
Customer Experience & Stakeholder Engagement
- Drive initiatives to improve customer satisfaction, retention, and loyalty.
- Collaborate with sales, product, and field teams to ensure a seamless support experience for customers.
- Maintain strong relationships with internal and external stakeholders, ensuring alignment on business goals and support strategies.
Education and Experience
- Bachelor’s degree in Business, Engineering, Operations, Supply Chain
- 8+ years of leadership experience in global customer support, repair operations, service delivery, or product/service management environments.
- Proven experience leading large-scale global operational organizations and cross-functional teams.
- Strong background in technical support, repair operations, product quality, customer escalation management, and digital transformation.
- Experience implementing AI, automation, analytics, or digital service transformation initiatives.
- Strong analytical, operational, strategic problem-solving, and data interpretation capabilities.
- Executive communication, stakeholder management, and leadership skills.
- Experience operating within multinational and matrixed organizations
Why Join Zoetis?
At Zoetis, we are driven by a singular purpose: to nurture the world and humankind by advancing animal care. As the world’s leading animal health company, we innovate, collaborate, and make a real impact—every day.
🔹Innovative Science & Technology – Work with cutting-edge solutions that enhance animal health and well-being.
🔹Global Impact – Join a team that supports veterinarians, farmers, and pet owners worldwide.
🔹People-First Culture – Thrive in an environment that values diversity, growth, and work-life balance.
🔹Sustainability & Responsibility – Make a difference in a company committed to a healthier, more sustainable world.
Comprehensive Benefits
✔Comprehensive Benefits – Enjoy life assurance, group income protection, and a robust pension plan with a generous company contribution.
✔Health & Wellness – Benefit from private medical insurance, health assessments, dental insurance, and discounted gym memberships.
✔Financial Security – Access mortgage advice, will writing services, and a share ownership plan with matching contributions.
✔Work-Life Balance – Take advantage of paid annual leave to rest and recharge.
✔Professional Growth – Enjoy industry-competitive salaries, merit-based salary progression, and a global performance bonus.
✔Employee Support – Our Employee Assistance Programme offers counselling, welfare advice, and a 24-hour confidential helpline.
Our Core Beliefs
✔Our Colleagues Make the Difference – We invest in our people and their growth.
✔Always Do the Right Thing – Integrity and ethics guide everything we do.
✔Customer Obsessed – We put our customers at the heart of our business.
✔Run It Like You Own It – We take ownership and drive results.
✔We Are One Zoetis – Collaboration makes us stronger.
Your passion for animals and science can shape the future. Are you ready to grow with us? 🚀 #Zoetis #JoinUs #AnimalHealth #CoreValues #Careers
Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
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