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Veterinary Support Specialist

2 months ago

Waukesha, Wisconsin, United States Patterson Companies Full time
Job Summary

We are seeking a highly skilled Veterinary Support Specialist to join our team at Patterson Companies. As a key member of our team, you will provide technical and clinical support to internal staff and customers regarding anesthesia and monitoring equipment.

Key Responsibilities
  • Provide technical and clinical support to internal staff and customers regarding anesthesia and monitoring equipment.
  • Answer incoming calls and emails, resolving customer issues and logging conversations into the customer database.
  • Work directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations, and replacement items.
  • Assist Service Technicians as needed with parts identification and troubleshooting.
  • Provide Monitor or Anesthesia Machine In-service and/or demo training to customers as needed.
  • Assist with installation questions or difficulties that may need to be resolved.
  • Assist with requested training or CE events as needed.
  • Provide support tools and training to new Service Technicians as needed on monitoring and anesthesia.
  • Attend Regional or National Sales meetings as requested.
Clerical Duties
  • Issue Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.
  • Invoice Work Orders when repair has been completed at Patterson Veterinary NRC.
  • Order entry as needed for internal and external sources.
  • Issue credits as needed, including adjusting inventory and the quarantine of vaporizers until credit is processed.
  • Run 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
  • Research and review new product or competitive product information and update 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
  • 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.