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Veterinary Technical Solutions Specialist

2 months ago

Duluth, United States Planet Pharma Full time

*12-month contract*

Hybrid - 2 days a week in office, 3 remote.


Candidates have to have ~3 years of experience working in a vet clinic


Addresses and responds to all product inquiries, complaints, and suspected adverse events in compliance with US regulations (FDA, USDA, EPA), relevant GMPs, department policies and procedures.

  • Receive all product inquiries, complaints, and suspected adverse events from various sources including veterinarians, veterinary support staff, consumers, internal sales personnel, distributor sales representatives, or other department personnel.
  • Major communication via telephone, may include email and hand-delivered mail.
  • Provide information and support in areas such as proper product use, extra-label use, literature requests, adverse events, unexpected response to treatment, perceived lack of efficacy, and product or packaging defects.
  • Maintain a high level of technical and clinical expertise related to department products by reading journals and attending scientific seminars.
  • Document all communications within the department Validated Database (PVWorks) in accordance with department SOPs and compliance/GMP requirements.
  • Ensure timely and accurate communication and adherence to all department SOPs, escalating calls to Technical Services Veterinarians as needed.
  • Support external and internal sales representatives 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.
  • Conduct all Company business in accordance with regulations (e.g., EEO, FDA) and Company policy and procedures.
  • Immediately report any violations to management.
  • Demonstrate high ethical and professional standards with all business contacts to maintain excellent reputation within the animal health community and internally.
  • Understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements.


Skills:

  • Strong customer service background and commitment to excellence.
  • Understand the balance of providing customer service in a regulatory compliance environment.
  • 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 ability to operate effectively in a team environment.
  • Excellent organization and time management skills.
  • Ability to manage conflict and 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 is a plus.


Education:

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