Veterinary Support Specialist

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.