States considered: PA, NJ, DE preferred

Role Description

POSITION SUMMARY

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer-obsessed mindset with the goal of providing outstanding customer service to our customers. The VMIPS Veterinarian is the second point of contact for our customers. They respond to complex inquiries and adverse experiences involving Zoetis products in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques, customized solutions, and ensuring the delivery of a mutual resolution.

POSITION RESPONSIBILITIES

• Provide superior technical support in response to internal and external customer inquiries and complaints

• Emphasize service and promote a customer-centric focus in every encounter, speaking fluently and with confidence to veterinary staff and animal or pet owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation

• Support all escalated contacts from VMIPS technicians, including animal or pet owner cases

• Meet key performance indicator (KPI) metrics to ensure compliance in case management and other regulatory-driven processes and complete assigned share of telephone duty in a timely manner

• Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards

• Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)

• Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database

• Manage cases with legal or public relations sensitivity to minimize risk to Zoetis and in accordance with departmental guidelines for case owners

• Participate in ongoing department and team meetings as well as participate on VMIPS project teams, assuming various assigned roles and responsibilities

• Maintain collegial, team-player attitude when interacting with VMIPS colleagues

• Complete ongoing required training within stipulated timeframes in order to maintain strong knowledge of products, programs, policies and procedures

• Perform other duties as requested by your manager

ORGANIZATIONAL RELATIONSHIPS

• Other VMIPS personnel (Technicians, Veterinarians, Customer Support Specialists, Quality Assurance Specialists and Managers)

• Field representatives (Sales)

• Customer Care (Veterinary Customer Service, Tech Support -Diagnostic, Zoetis Reference Labs Customer Service)

• Veterinary Medicine Research and Development-Pharmacovigilance

EDUCATION AND EXPERIENCE

Minimum Qualifications

• DVM, VMD or foreign equivalent from an AVMA-accredited veterinary college

• Minimum of 5 years of clinical practice experience

• Active veterinary licensure in at least one state

• Basic computer skills (i.e., Microsoft Office apps and ability to learn Zoetis systems)

Preferred Qualifications

• Animal health and/or pharmaceutical industry experience

• Advanced degree (MS, MBA, PhD), residency training and/or board eligible/certification a plus

TECHNICAL SKILLS REQUIREMENTS

• Success in previous roles, including creatively finding opportunities or solving problems

• Exemplifies what it means to be a change agent, continuous learner, and pushing self/others beyond dominant logic

• Ability to work in a cross-functional team environment, align with and influence internal and external stakeholders, and build/manage relationships at all levels of an organization

• Adept at working in highly fluid, complex, and ever-changing environment

• Able to use analytics and insights to enhance decision-making and tactical execution

• Ability to receive and appropriately act upon feedback from management, Quality Assurance, and senior colleagues

• Demonstrated ability to follow through and provide the necessary attention to detail

• Excellent verbal and written communication skills

• Experience in public speaking and presentation delivery

• Ability to exercise good judgment and make thoughtful/fair decisions based on relevant information

PHYSICAL POSITION REQUIREMENTS

• Sitting

• Standing

• Occasional Travel

• Ability to work rotating shifts, Monday through Friday, including some evening and holidays

This description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required. Additional position-specific requirements/responsibilities are contained in approved training curricula.

Full timeRegularColleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [email protected] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.