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Veterinary Support Specialist

3 months ago

Waukesha WI, United States Patterson Full time

Patterson isn't just a place to work, it's a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Veterinary Support Specialist

This position provides troubleshooting assistance to veterinary office staff and internal customers for a variety of equipment such as ventilators, monitors, anesthesia machines, concentrators, vaporizers and more. We respond to our customers over the phone, emails and chat.

Monday - Friday, 8AM-5PM

No weekends

No holidays

No dog bites

No cat scratches

** Certified Veterinary Technician or Equivalent License or Registration (CVT, LVT or RVT) required**

This is an in-person position for the duration of training, which could take up to one year. Upon completion of satisfactory knowledge check, there is opportunity for a hybrid remote schedule. Candidates must reside in the Waukesha area.

Job Summary

  • Responsible for answering incoming technical and clinical application calls and emails regarding anesthesia and monitoring equipment from internal and external sources.

  • Provide vital technical and clinical support to internal staff for new product development.

Essential Functions (Major Duties)

Technical Support and Training

  • Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database.

  • Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items.

  • Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage.

  • Assists Service Technicians as needed with parts identification and troubleshooting.

  • Provides Monitor or Anesthesia Machine In-service and/or demo training to customers as needed.

  • Assists with installation questions or difficulties that may need to be resolved.

  • Assists with requested training or CE events as needed.

  • Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia.

  • Attends Regional or National Sales meetings as requested.

Clerical Duties

  • Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.

  • Invoices Work Orders when repair has been completed at Patterson Veterinary NRC.

  • Order entry as needed for internal and external sources.

  • Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed.

  • Runs Outstanding Customer Returns report from vaporizer database and call customer/track vaporizer returns to ensure they are received in a timely manner.

  • Order entry, forecasting, record keeping and daily ship log for strategic accounts.

New Product Development

  • Researches and reviews new product or competitive product information and updates matrices as needed.

Working Conditions

Physical Demand:

  • Lifting or carrying, light physical activity, up to 25 pounds

Environment Factors:

  • Operating a computer for up to 8 hours/per day.

  • Position involves frequent communication with (customers, inside staff, etc.) and requires ability to understand and effectively exchange accurate information.

Travel and On-Call

  • This position requires minimal travel (10%) in a national area.

  • For this position being on-call is not required.

Job Qualifications

Minimum Qualifications:

  • High School Graduate or Equivalent required.

  • Certified Veterinary Technician or Equivalent License or Registration (LVT or RVT) required.

  • Outstanding problem-solving skills.

  • Outstanding troubleshooting skills.

  • Courteous and professional phone manner.

  • Ability to multi-task in a fast-paced environment.

  • Ability to work and contribute to a team environment.

  • Excellent communication skills, both oral and written.

  • Strong user knowledge of MS Office Suite.

  • Prior experience in the area of anesthesia and monitoring.

  • Occasional travel as needed.

  • Strong organizational skills and focused on being dependable, reliable and punctual.

Preferred Qualifications:

  • Associates Degree in Applied Science or Bachelor Degree.

  • Prior customer service or technical support experience.

#LI-Onsite

What's In It For You:

We provide competitive benefits, unique incentive programs and rewards for our eligible employees:

  • Full Medical, Dental, and Vision benefits and an integrated Wellness Program.

  • 401(k) Match Retirement Savings Plan.

  • Employee Stock Purchase Plan (ESPP).

  • Paid Time Off (PTO).

  • Holiday Pay & Floating Holidays.

  • Volunteer Time Off (VTO).

  • Educational Assistance Program (Tuition Reimbursement).

  • Full Paid Parental and Adoption Leave.

  • LifeWorks (Employee Assistance Program).

  • Patterson Perks Program.

EEO Statement

As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences is what strengthens us and drives our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.

We are Patterson. We welcome you.