Vet Tech Services Specialist

Vet Tech Services Specialist

Work Location St Joseph MO or Duluth GA
Hybrid 23 days in office
Hours will be 96 EST / 85 CST.


Our roles are not considered fully remote so are officially considered hybrid. On average outside of the training period team members can expect to come on site 23 days a week or as requested by their leadership due to meetings etc. Additionally if team members do not have sufficient internet to work (or if they have an outage in their area) they would be expected to come on site to work since our offices are open.

During the training period we usually ask new hires to come on site for 3 days of training (M T Th).

Purpose:

Addresses and responds to all product inquiries complaints and suspected adverse events in a timely and appropriate manner and in compliance with US regulations (FDA USDA EPA) relevant GMPs BIVI policies and procedures for the capture maintenance and reporting of adverse events and product quality complaints.

Receive all product inquiries complaints and suspected adverse events that may arise by usage of or experience with BIVI products. Communication may be received from (but are not limited to) veterinarians veterinary technicians and other veterinary support staff consumers (pet owners) BIVI sales personnel distributor sales representatives or other BIVI personnel. The major form of communication is via telephone but may include email and hand delivered mail.
Provide information and support as requested in the following areas: proper product use extralabel use literature requests adverse events and unexpected response to treatment perceived lack of efficacy and product or packaging defects.
Maintain a high level of technical and clinical expertise related to BIVI products. Constantly upgrade technical expertise by reading journals and attending scientific seminars.
Document all communications within the BIVI Validated Database (PVWorks) in accordance with BIVI SOPs and all compliance/GMP requirements and assess and implement appropriate responses and procedures.
Ensure timely and accurate communication and adherence to all BIVI SOPs including escalating calls to Technical Services Veterinarians as needed.
Constantly upgrade technical expertise by reading journals and attending scientific seminars.
Support external and internal sales representatives as needed by providing technical support answering client inquiries and attending and working at veterinary conferences.
Research pertinent topics and prepare reports as requested by the Manager. Participate in call analysis and report trends or issues involving product usage. Perform additional duties as assigned.
Performs all Company business in accordance with all regulations (e.g. EEO FDA etc.) and Company policy and procedures.
When violations are noted/observed they are to be immediately reported to management.
Demonstrates high ethical and professional standards with all business contacts in order to maintain BIVIs excellent reputation within the animal health community and internally.
Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling Compliance requirements
Skills: This position requires someone with a strong customer service background and a commitment to excellence. This position must understand the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship in an effort to maximize product sales.
Must understand the balance of providing excellent customer service in a regulatory compliance environment
Must possess a strong understanding of basic veterinary practice issues and procedures.
Attention to detail quality focused and strong technical and problem solving skills.
Excellent computer skills required (Microsoft Office Suite).
Excellent oral and written communication skills and an ability to operate effectively in a team environment.
Must have excellent organization and time management skills.
Ability to manage conflict and to balance business needs with user friendliness.
Ability to work independently under pressure demonstrating initiative and flexibility.
Animal Health or related industry and/or regulatory experience a plus


Regulatory Functional Competencies
Knowledge of Pharmaceutical Life Cycle Process Level 1 Developing
Developing Knowledge of Reg Requirement & Compliance Level 1 Developing
Leveraging Strategic Relationships Level 1 Developing
Managing Conflict Level 1 Developing
Negotiation Skills Level 1 Developing
Market knowledge Level 1 Developing


R&D Core Competencies

Business and Technical Knowledge Level 1 Developing
Customer Orientation Level 1 Developing
Communication Level 1 Developing
Delivering Results Level 1 Developing
External Focus Level 1 Developing
Fast and Focused Execution Level 1 Developing
Innovation and Change Level 1 Developing
Lives Lead & Learn Level 1 Developing
Planning and Organization Level 1 Developing
Quality Orientation/Business Process Excellence Level 1 Developing
Teamwork and Collaboration Level 1 Developing
Winning Vision Level 1 Developing
Problem Solving / Resolution Level 1 Developing Keywords