Job Description

Duluth, GA or St. Joseph, MO

9am-6pm

Job Summary:

The Veterinary Technical Support Specialist serves as a key technical resource by offering expert product support, compassionate customer service, and veterinary guidance on disease management and control. This role involves providing clear and professional communication via various channels (telephone, email, etc.) to veterinarians, veterinary support staff, employees, and animal owners regarding product inquiries, quality complaints, and suspected adverse events related to the use of products.

Responsibilities:

• Provide veterinary support and guidance on products, including disease management, product usage, and control strategies.
• Respond to product-related inquiries, quality complaints, and adverse event reports from veterinarians, veterinary support staff, and animal owners in a professional and empathetic manner.
• Determine the appropriate course of action based on product specifications, customer needs, and company guidelines.
• Ensure compliance with all relevant U.S. regulations (FDA, USDA, EPA) concerning the capture, maintenance, and reporting of adverse events and technical complaints.
• Maintain current knowledge of GMPs, pharmacovigilance regulations, and complaint-handling procedures to uphold the highest standards of regulatory compliance.
• Deliver accurate information in response to customer queries and ensure resolution within established timelines.
• Record and document all customer interactions and incidents in accordance with BIAH SOPs.
• Support ongoing monitoring and reporting of adverse events and complaints to the appropriate regulatory bodies.
• Stay updated on new product developments, industry trends, and evolving regulations.
• Provide feedback to internal teams on recurring issues, potential product improvements, or customer insights.

Qualifications:

• A Doctor of Veterinary Medicine (DVM) or Veterinary Medical Doctor (VMD) degree from an accredited veterinary school is required.
• Must possess a current and valid veterinary license in at least one state.
• A minimum of three (3) years of veterinary practice experience is required.
• Experience working in a regulated animal health environment, veterinary call center, or technical support role is preferred.
• Strong understanding of customer service needs within a regulated environment, including knowledge of applicable Good Manufacturing Practices (GMPs), pharmacovigilance regulations, and complaint handling compliance requirements.

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