Veterinary Medical Information and Product Support (VMIPS) Petcare Veterinarian

Malvern, NJ

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.

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

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