Specialist, Vet Technical Solutions

  • Boehringer Ingelheim
  • St Joseph, MO, USA
  • Sep 02, 2021

Job Description

Addresses and responds to all product inquiries, complaints, suspected adverse events in a timely and appropriate manner and in compliance with US regulations (FDA, USDA, EPA), relevant GMPs, BIAH policies and procedures for the capture, maintenance and reporting of adverse events and TPCs. As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees. Duties & Responsibilities: Professionally and Confidentially Receives all product inquiries, complaints, and suspected adverse events that may arise by usage of or experience with BIAH products. Communication may be received from (but are not limited to) veterinarians, veterinary technicians and other veterinary support staff, consumers (pet owners), BIAH sales personnel, distributor sales representatives, or other BIAH personnel. The major form of communication is via telephone but may include email and hand delivered mail. Effectively & Efficiently Provides information and support as requested in the following areas: proper product use, extra-label use, literature requests, adverse events, and unexpected response to treatment, perceived lack of efficacy, and product or packaging defects. Maintains a high level of technical and clinical expertise related to BIAH products. Documents all communications within the BIAH Validated Database (PV-Works) in accordance with BIAH SOPs and all compliance/GMP requirements, and assesses and implements appropriate responses and procedures. Ensures timely and accurate data entry communication and adherence to all BIAH SOPs,including escalating calls to Technical Solutions Veterinarians as needed. Processes requests for reimbursement, credit and return. Constantly upgrades technical expertise by reading journals and attending scientific seminars. Supports external and internal sales representatives as needed by providing technical support, answering client inquiries, attending and working at veterinary conferences. Researches pertinent topics and prepare reports as requested by supervisor. Reviews call analysis and report trends and issues involving product usage. Performs additional duties as assigned. Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policies 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 BIAH's excellent reputation within the animal health community and internally. Completes other tasks as assigned by supervisor. Requirements: Associates Degree from an accredited institution in Life Science/Veterinary Technician (Bachelors Degree preferred) with three (3) years’ experience working in a veterinary clinic (veterinary assistant and/or technician) or at least three (3) years’ experience in a pharmacovigilance call center environment. Requires someone with a strong customer service background and a commitment to excellence. 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. Basic knowledge working with Microsoft Office products. Must have good organization and time management skills. Attention to detail, quality focused and strong technical and problem solving skills. Strong oral and written communication skills and an ability to operate effectively in a team environment. Ability to work independently, under pressure, demonstrating initiative, emotional self control and flexibility. Must possess a strong understanding of basic veterinary practice issues and procedures. Must understand the balance of providing excellent low effort customer service in a regulatory compliance environment. Ability to manage conflict and to balance business needs with user friendliness. Must be able to understand and apply relevant GMPs and have an understanding of pharmacovigilance and complaint handling compliance requirements. Eligibility Requirements: Must be legally authorized to work in the United States without restriction. Must be willing to take a drug test and post-offer physical (if required) Must be 18 years of age or older Who We Are: At Boehringer Ingelheim we create value through innovation with one clear goal: to improve the lives of patients. We develop breakthrough therapies and innovative healthcare solutions in areas of unmet medical need for both humans and animals. As a family owned company we focus on long term performance. We are powered by 50.000 employees globally who nurture a diverse, collaborative and inclusive culture. Learning and development for all employees is key because your growth is our growth. Want to learn more? Visit boehringer-ingelheim.com and join us in our effort to make more health. Boehringer Ingelheim, including Boehringer Ingelheim Pharmaceuticals, Inc., Boehringer Ingelheim USA, Boehringer Ingelheim Animal Health USA Inc., Boehringer Ingelheim Animal Health Puerto Rico LLC and Boehringer Ingelheim Fremont, Inc. is an equal opportunity and affirmative action employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; citizenship status, marital, domestic partnership or civil union status; gender, gender identity or expression; affectional or sexual orientation; pregnancy, childbirth or related medical condition; physical or psychiatric disability; veteran or military status; domestic violence victim status; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by applicable federal, state or local law. Job - Research & Development Primary Location - Americas-US-MO-Saint Joseph Organization - US-Boehringer Ingelheim Animal Health Schedule - Full-time