Veterinary Clinical Specialist (Full-Time Temporary)

JOB SUMMARY:

The Veterinary Clinical Specialist provides customers, end users, sales reps, product managers, and field service managers with product and technical support by phone, fax, email, or face to face on critical care products by performing the duties listed below.

ESSENTIAL/PRIMARY DUTIES:

• Provides sales support to Midmark and distributor sales teams.

• Troubleshoots and responds to questions/complaints.

• Provides technical and clinical support for vital signs monitors and anesthesia machines. Provides part numbers, answers questions, handles customer complaints, and clinical insight and education relevant to product usage. Records all calls in the service module.

• Travels to major trade shows to provide in person clinical expertise to customers and sales team at booth in exhibit hall. Includes weekend travel.

• Leads training for new launch and existing products to marketing, territory portfolio managers and regional directors of the sales teams.

• Maintains relationships with lab coordinators for support operations. Manages testing and logistics of lab equipment. Travels to lab event for setup and equipment testing. Provides clinical support during labs to assist instructors and support staff.

• Facilitates and manages monitor demo and loaner program while handling all logistics, equipment cleaning, testing and repairs of returned product. Manages demo sales leads in Salesforce. Provides end user support and training.

• Provides clinical expertise during meetings and workshops. Travels to beta test clinic sites, leading research and testing of new products and product updates.

• Reviews all upstream/downstream marketing materials, technical documentation, product obsolescence, service school content and field replacements of new products post launch.

• Acts as a liaison between field sales, service personnel, engineering, and product management relative to critical Care monitoring product and quality problems. Documents warranty repairs, shipping problems, out-of-box failures, etc., and takes direction from engineering and product managers to determine what actions need to be taken.

• Leads anesthesia and monitoring training to new teammates associated with critical care products. Presents at other Midmark events including service school, commercial summit, trainings, etc.

SECONDARY DUTIES:

• Reports immediate quality problems to engineering and ensures problem solving is being done.

• Observes and evaluates processes within the office areas to make improvements, increase productivity, and reduce waste, utilizing MPS principals.

• Provides support to Midmark Academy portfolio including shipment of equipment, periodic review and editing of educational content, and providing insight with marketing of services.

• Promotes e-commerce store traffic including regular auditing of critical care parts available on site.

• Maintains relationships with local clinics in the area for professional opportunities.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree or associate degree in veterinary/technician program with RVT, CVT or LVT certification/license. 3+ years of clinical veterinary experience with "monitoring & anesthesia", training experience, demonstrated leadership and community involvement.

COMPETENCY and/or SKILL: 

• Proficient in customer service skills

• Expert technical knowledge in veterinary critical care with a focus on anesthesia and monitoring systems, configuration, and troubleshooting ensuring optimal performance and effective problem resolution

• Comprehensive abilities to work collaboratively with cross-functional teams, fostering a positive, innovative, and effective work environment, engaging with diverse personality types maintaining tact and diplomacy

• Beginning to working knowledge of compliance, regulatory, quality management, and HIPAA compliance standards adherence

• Expert self-management and multitasking capability with minimal supervision, demonstrating initiative, independence, analytical, and multitasking skills for resolving issues and delivering quality results on time

• Expert knowledge in communication and cross-functional collaboration, engaging effectively with diverse teams, customers, and stakeholders

• Comprehensive knowledge in problem-solving methodologies, decision-making strategies, and managing complex technical products and systems to ensure efficient and effective resolutions

• Solid working knowledge of Microsoft Office Suite, SharePoint, Documark, Salesforce, including ERP systems (i.e., Oracle)

• Expert knowledge of customer service principles and practices, ensuring exceptional support and positive customer experiences

SUPERVISORY RESPONSIBILITIES: 

• No supervisory responsibilities