Veterinary Support Specialist

2 months ago

Waukesha, United States Patterson Companies Full time

Hybrid schedule after fully trained

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

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.
* Warranty Order entry for Banfield Hospitals as needed.

New Product Development

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

Critical Competencies

Ethics & Integrity: Acts consistently and makes decisions in the organization's best interest.

Customer Focus: Makes customers and their needs the primary focus of one's actions.

Drive for Results: Demonstrates drive, determination, and ownership to achieve both results and success.

Technical Expertise: Demonstrates and maintains technical and professional skill or knowledge in position-related areas.

Problem Solving: Uses logic and analytical methods to identify solutions resulting in effective problem resolution.

Self-Management: Manages time and resources and balances competing demands to ensure work is completed.

Collaboration: Works effectively with others to achieve a common goal.

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

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

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.

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