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Veterinary Support Specialist’

Primary Location Waukesha, Wisconsin Additional Location(s) Pewaukee, Wisconsin Job ID R101649 Apply

Are you a Certified Vet Technician (or equivalent license) that is looking for a change? Use your CVT skills by providing support and training to others! Predictable schedule of 8AM-5PM, 1 hour lunch, Monday through Friday, No Weekends or Holidays!  Hybrid schedule (3 days in the office, 2 days work from home) after fully trained (after 6-12 months of employment).

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

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 Banfield Hospitals.

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.


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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