[Hiring] Manager, Animal Health Clinical Support @ICU Medical

Role Description

The Manager, Animal Health Clinical Support provides front‑line clinical expertise, advanced technical support, and strategic customer insights for all ICU Medical/SurgiVet products used in veterinary applications. This role serves as the primary liaison between upper management and the Animal Health Clinical Support team, ensuring customer feedback, clinical trends, regulatory updates, and operational challenges are communicated effectively to support forecasting, product strategy, and continuous improvement. The manager leads the Clinical Support team, oversees daily operations, supports wet labs and trade shows, and drives cross‑functional alignment to enhance customer experience and support business objectives.

Qualifications

• Must be at least 18 years of age.
• High School Diploma required.
• Associate or bachelor’s degree from an accredited college or university is required.
• National Veterinary License (DVM, CVT, RVT, or LVT) in good standing.
• 5 plus years of experience with anesthesia equipment, ventilators, patient monitoring devices, and critical care disposables; strong working knowledge of the SurgiVet product portfolio.
• Self‑directed and motivated, with the ability to independently research problems and identify solutions.
• Excellent organizational and communication skills, including the ability to train and present to large groups.
• Proficiency in Microsoft Office Suite.

Requirements

• Provide front-line clinical expertise and technical product support to distributors, customers, end-users, and internal teams via phone, email, and other communication channels.
• Manage escalated or difficult customer interactions to ensure timely, accurate resolution, researching and gathering clinical feedback to provide evidence-based responses.
• Maintain deep technical and clinical product knowledge of SurgiVet and ICU Medical veterinary products, including anesthesia equipment, monitoring devices, and clinical applications.
• Oversee product setup, testing, and troubleshooting as needed to ensure proper equipment functionality and performance.
• Provide leadership, coaching, development, and support for the Clinical Support team to foster engagement, accountability, and professional growth.
• Establish clear expectations, goals, and performance metrics for team members while managing daily workflows, scheduling, and phone support coverage.
• Ensure continuous departmental coverage and operational continuity, providing direct phone or workflow coverage when team members are out of the office.
• Manage personnel actions, including hiring, performance reviews, conflict resolution, and curriculum updates, in close partnership with Management and HR.
• Act as a strategic liaison between upper management and the Clinical Support team, communicating customer needs, clinical trends, and operational challenges.
• Provide customer-driven insights and clinical experience to leadership to support sales forecasting, product lifecycle planning, and the identification of future market opportunities.
• Collaborate cross-functionally with engineering teams (R&D, Manufacturing, QA, Materials) to analyze, implement, and resolve design, process, and supplier issues for new or improved products.
• Coordinate with internal and distributor marketing/sales teams to support SurgiVet products in the market and integrate cross-functional input into product requirements.
• Partner with the Global Product Manager (GPM) on sustaining and end-of-life products, providing workflow improvement input and requirement integration.
• Report, trend, and analyze customer complaints and returns, supporting CAPA investigations, risk reviews, supplier investigations, and product improvement projects.
• Provide feedback and training to clinical support technicians investigating complaints to ensure high-quality, consistent communication.
• Ensure departmental compliance with all applicable laws, regulations, company policies, environmental/health/safety standards, and documented procedures.
• Manage veterinary-specific regulatory challenges, including communicating FDA announcements or recalls, and ensuring human-side complaint processors understand veterinary regulatory differences.
• Travel to support trade shows, conferences, and distributor events, overseeing booth setup, equipment functionality, and on-site clinical coverage.
• Support wet labs involving live animals by answering clinical questions, demonstrating proper equipment use, ensuring safe operation, and managing lab inventory.
• Present educational and training programs in-house or off-site to meet delivery expectations for customer training, distributor meetings, and event requests.

Benefits

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.

Company Description

ICU Medical has consistently provided clinical innovations that help solve real-world challenges. With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.