Note Candidate will work on a hybrid schedule basis.

Hours will be 9-6 EST / 8-5 CST.

Onsite Schedule Below

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 2 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 the first 3 days of training.

Purpose :

• Addresses and response 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, VI 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 from the usage of or experience with BIVI products.

Communication may be received from (but is not limited to) veterinarians, veterinary technicians and other veterinary support staff, consumers (pet owners), BIVI sales personnel, distributor sales representatives, or other VI 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, extra-label use, literature requests, adverse events, unexpected response to treatment, perceived lack of efficacy, and product or packaging defects.
• Maintain a high level of technical and clinical expertise related to VI products. Constantly upgrade technical expertise by reading journals and attending scientific seminars.
• 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 by 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 to maintain BIVI's 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 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.
• Animal Health or related industry and / or regulatory experience is a plus

Education :

• Associate Degree or higher (Life Sciences / Veterinary Technician)
• Minimum of 3 years’ experience working in a veterinary clinic (veterinary assistant and / or technician)

About US Tech Solutions :

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions.

To learn more about US Tech Solutions, please visit www.ustechsolutions.com .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Last updated : 2024-05-25