Veterinary Technical Solutions Specialist

• Addresses and responds to all product inquiries, complaints, and suspected adverse events in a timely and appropriate manner and in compliance with regulations (FDA, USDA, EPA), relevant GMPs, policies and procedures for the capture, maintenance and reporting of adverse events and product quality complaints.
• Receive all product inquiries, complaints, and suspected adverse events that may arise by usage of or experience with products.
• Communication may be received from (but are not limited to) veterinarians, veterinary technicians and other veterinary support staff, consumers (pet owners), sales personnel, distributor sales representatives, or other personnel.
• The major form of communication is via telephone but may include email and hand delivered mail.
• Provide information and support as requested in the following areas: proper product use, extra-label use, literature requests, adverse events, and unexpected response to treatment, perceived lack of efficacy, and product or packaging defects.
• Maintain a high level of technical and clinical expertise related to products.
• Constantly upgrade technical expertise by reading journals and attending scientific seminars.
• Document all communications within the Validated Database (PVWorks) in accordance with SOPs and all compliance/GMP requirements, and assess and implement appropriate responses and procedures.
• Ensure timely and accurate communication and adherence to all SOPs , including escalating calls to Technical Services Veterinarians as needed.
• Constantly upgrade technical expertise by reading journals and attending scientific seminars.
• Support external and internal sales representatives as needed by providing technical support, answering client inquiries and attending and working at veterinary conferences.
• Research pertinent topics and prepare reports as requested by the Manager.
• Participate in call analysis and report trends or issues involving product usage.
• Perform additional duties as assigned.
• Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policy and procedures.
• When violations are noted/observed they are to be immediately reported to management.
• Demonstrates high ethical and professional standards with all business contacts in order to maintain excellent reputation within the animal health community and internally.
• Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements.

• This position requires someone with a strong customer service background and a commitment to excellence.
• This position must understand the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship in an effort to maximize product sales.
• Must understand the balance of providing excellent customer service in a regulatory compliance environment.
• Must possess a strong understanding of basic veterinary practice issues and procedures.
• Attention to detail, quality focused and strong technical and problem solving skills.
• Excellent computer skills required (Microsoft Office Suite).
• Excellent oral and written communication skills and an ability to operate effectively in a team environment.
• Must have excellent organization and time management skills.
• Ability to manage conflict and to balance business needs with user friendliness.
• Ability to work independently, under pressure, demonstrating initiative and flexibility.
• Animal Health or related industry and/or regulatory experience a plus.
• Regulatory Functional Competencies.
• Knowledge of Pharmaceutical Life Cycle Process - Level 1, Developing.
• Developing Knowledge of Reg Requirement & Compliance Level 1, Developing.
• Leveraging Strategic Relationships - Level 1, Developing.
• Planning and Organization - Level 1, Developing.
• Quality Orientation/Business Process Excellence - Level 1, Developing.
• Teamwork and Collaboration - Level 1, Developing.

• Associate Degree or higher (Life Sciences/Veterinary Technician)AND a minimum of 3 years experience working in a veterinary clinic (veterinary assistant and technician).

Last updated on Nov 10, 2023