Companion Animal Technical Services Veterinarian

Job Introduction

Thanks for checking out our vacancy, we’re delighted you want to learn more about Dechra!

Dechra is a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide.

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally. From manufacturing to marketing, (D)edication, (E)njoyment, (C)ourage, (H)onesty, (R)elationships and (A)mbition are at the heart of our everyday operations and the way we do business

The Opportunity

The Technical Services Veterinary team is composed of talented veterinarians who work directly with Dechra Veterinary Products customers or company employees (including but not limited to veterinarians, veterinary technicians and other veterinary support staff, consumers (pet owners), Dechra sales personnel, distributor sales representatives, or other Dechra personnel). The Technical Services Veterinary team helps support Dechra customers by providing appropriate information, based on type of customer, as it pertains to proper product use, extra-label use, literature requests, adverse events, unexpected response to treatment, perceived lack of efficacy, and product or packaging defects. The Technical Services Veterinary team also supports customer requests for case management support in accordance with company policies.

Role Responsibility

So, what will you be doing? This role has a broad and varied scope and the successful candidate will have responsibility for duties including:

Customer Support

Receive general product inquiries and customer support calls regarding Dechra products that may arise from their use. These calls may come from veterinarians, veterinary technicians, consumers (pet owners), distributor personnel, or Dechra personnel. Inquiries may include product information, usage, product complaints, adverse events, unexpected responses to treatment, perceived lack of efficacy, and defects in the product or packaging.
Ensure that all customer issues are addressed in a professional, empathetic, and timely manner, managing any escalations as necessary.
Discuss additional customer support as outlined in Dechra’s policies and procedures for clinics looking for additional support beyond consultation, while maintaining professionalism and empathy Documentation & Case Management
Document all calls within the PV-Works database and implement appropriate responses and procedures.
Keep detailed records of cases, product use, and veterinary consultations for future reference and follow-up.
Track open cases and ensure all inquiries or complaints are resolved and closed, following up with customers as needed.

Regulatory Compliance

Stay informed about industry regulations to ensure that all advice, product use, and consultations comply with veterinary regulatory standards.
Ensure that any adverse reactions or product defects related to product use are correctly documented and reported to the appropriate authorities as required.

Medical Review of Ad and Promo Materials

Review of all Ad and Promo materials for technical accuracy, appropriate citation and a global evaluation of the piece for the target audience

Professional Development & Continuous Learning

Participate in relevant industry events and continuing education programs to stay informed and share knowledge with veterinary professionals.

Collaboration

Collaborate with other teams, including marketing, quality, product development, customer service, and regulatory affairs, to ensure the company’s veterinary products meet the needs of professionals and comply with standards.
Provide training to new team members, sharing knowledge about products, customer interactions, and best practices for consulting.
As needed, accompany sales and distributor personnel to account calls.
As needed, attend assigned conferences and other events to assist with exhibits and represent the company.
Engage with members of the assigned product portfolio team.
Work to maintain and, where possible, improve Dechra’s reputation in the industry by engaging with key opinion leaders.
Perform other product support-related tasks as directed by management, including special projects or training support.

The Ideal Candidate

Here at Dechra we pride ourselves on being an inclusive employer and we embrace candidates from all walks of life. We’re particularly excited to hear from those who have/are:

Doctor of Veterinary Medicine or equivalent
Experienced companion animal or mixed animal clinician that has strong understanding of current standards of care
Active Veterinary License, in good standing Valid
US driver’s license
Excellent computer skills, with proficiency in MS Office (Outlook, Word, PowerPoint, and Excel)
Strong strategic/analytical thinking, problem-solving skills, with attention to detail
Excellent interpersonal and communication skills with various stakeholders
Ability to work and perform in a team-based/call-center environment
Skilled in using interpersonal abilities and training to de-escalate customer conflicts effectively
Ability to travel as required – often up to 25- 30% for industry conferences, professional meetings, and collaboration with key internal/external stakeholders

About the Company

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements. We offer a generous employer 401k match and an other incentives for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work.

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