Astrix Technology Group
Responsibilities: \r\r The primary purpose for this position is to perform triage on incoming technical service inquiries and complaints, determining which need to be forwarded to veterinarians for input. \r This position satisfies compliance requirements for handling and processing adverse drug experiences and product quality complaints, ensuring that all aspects of complaint processing are completed within specified timeframes. \r Incumbent must develop technical expertise with the companion animal product line to answer inquiries from customers, pet owners and sales representatives. \r Key responsibilities may include, but are not limited to: \r \r 1. Telephone Support & Triage for Technical Inquiries and Complaint Handling – 70% \r \r Handling phone calls to the Technical Services 800-line, faxes, written correspondence, e-mail and website inquiries from veterinarians, pet owners, and distributor sales representatives and breeders regarding questions pertaining to on-label product indications and usage and competitor product comparisons. \r Handling and processing all complaints not requiring veterinary intervention, including product quality complaints and selected categories of efficacy and adverse reaction complaints. \r Identifying trends and initiating product testing procedures to help resolve product complaints. \r Tracking all complaints requiring product testing through Global Quality and following up with the customer. \r Retrieving, processing and following-up on all product complaints submitted by our after-hours agencies. \r Assisting pharmacovigilance veterinarians in processing and following through on product complaints, including:\r \r Correspondence with customers/pet owners. \r Uploading correspondence/medical records into the complaint database.\r Reviewing medical records for accuracy and forwarding to PV Veterinarians. \r Reviewing compensation requests.\r Processing check requests. \r Contacting complainants for follow-up and updating the complaint database. \r \r \r 2. Quality Assurance associated with Product Complaints – 15% \r \r Serving as the primary contact for product quality issues, product testing procedures and warranty issues. \r When appropriate, initiating the return of product samples from the field for quality assurance testing, ensuring timely return of the product, forwarding samples to Global Quality and initiating return of samples for destruction when appropriate. \r Uploading quality assurance testing results into the complaint database and following up with the complainant. \r \r \r\r\r 3. Marketing and Sales Responsibilities 5%\r \r Representing company at veterinary conventions or meetings. \r Attend continuing education seminars at veterinary conventions and sharing that information with intra- and interdepartmental personnel. \r Contacting sales representatives on potential sales leads. \r Notifying marketing managers/directors when receiving feedback on company or competitive product information or trends in the veterinary marketplace. \r \r \r 4. Miscellaneous Responsibilities 10%\r \r Assist with special projects, such as diagnostic testing programs when assigned.\r Provide administrative support for the veterinary school program (if needed).\r Provide support to sales training when requested. Provide administrative or training support at meetings or national sales meetings. Provide pharmacovigilance data & reports if requested\r \r \r
Qualifications:\rBackground & Education: \r\r Candidate must be a graduate of an accredited Vet Tech program, or hold a Bachelor’s degree (Animal Science, Biology, or other Science degrees preferred) , or have relevant work experience. \r\rRequired Skills/Abilities: \r\r Minimum 1 year Pharmacovigilance experience and/or experience in the field of animal science.\r Must have strong computer skills including experience in Word, Excel, Outlook, and working with databases, etc. \r Must have strong communication skills, both verbal and written, interacting with various levels within the business as well as external customers.\r\rPreferred Skills/Abilities:\r\r Experience working with product knowledge, database fundamentals, and internal and external compliance regulations.\r Knowledge of parasiticide products within the animal health industry. \r Previous experience working in a call-center or customer service preferred. \r
Astrix Technology Group
Website : http://www.astrixinc.com/
Since 1995 Astrix has been delivering information technology consulting, regulatory advisory services and staffing solutions to the scientific community. We can assist in augmenting your internal resources to deliver optimum solutions on time and within budget. It is our goal to simply do it right. We work everyday to create value and build trust with our clients, employees, partners and vendors.