Veterinary - Support Specialist I

Certified Veterinary Technician or Equivalent License or Registration (LVT or RVT) is required for this position.

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.

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.
• Monday-Friday 8-5. No weekends and no holidays.

Travel and On-Call

• This position requires minimal travel (10%) in a national area.
• For this position being on-call is not required.

Qualifications

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.