[Hiring] Product & Veterinary Support Veterinary Technician @Elanco

Role Description

The Product & Veterinary Support Veterinary Technician (VT) is a pivotal role within the Elanco US Customer Experience Team, dedicated to delivering gold-standard customer support and ensuring rigorous product stewardship. Reporting to a Veterinary Technician Manager, the VT will leverage their clinical experience to provide technical solutions and expertise for Elanco’s diverse customer base.

The purpose of this role is to serve as a technical resource for the Elanco US Pet Health portfolio, which includes parasiticides, therapeutics, and biologics used in companion animals. The VT engages in primarily phone-based support activities ensuring that all customer interactions, particularly those involving Adverse Drug Events (ADEs) and Product Quality Complaints (PQCs), are handled with the highest level of clinical accuracy and regulatory compliance.

• Prioritize customer availability via telephone, maintaining an attitude of exceptional customer service in all aspects of job execution.
• Investigate and record detailed information regarding potential Adverse Drug Events (ADEs) and Product Quality Complaints (PQCs).
• Maintain a high level of technical proficiency in Elanco products and veterinary technician standards by leveraging clinical experience and participating in continuous training.
• Ensure strict adherence to all regulatory, quality, and compliance requirements and deadlines related to product support investigations.
• Collaborate effectively with both internal and external customers to deliver solutions and support.

Qualifications

• High school diploma.
• A minimum of two years of clinical experience as a veterinary technician in private, corporate, or academic veterinary medicine.
• Documented Veterinary Technician licensure (RVT/LVT/CVT) in one or more U.S. states is required.

Requirements

• AA degree in Biologics/Life Sciences or equivalent preferred.
• A degree from an accredited veterinary technician school is preferred but not required.
• Additional clinical experience totaling five years or more is preferred.
• Previous experience as a technical support resource within a regulated veterinary call center environment is highly preferred.
• Considers customer service and regulatory compliance as top priorities and able to execute top tier service in support of both.
• Excellent communication and organizational skills, including basic conflict resolution with customers.
• Proficient with basic computer programs (ex. MS Word, Excel, PowerPoint) and ability to perform data capture within a validated database.
• Effective time management skills with the ability to establish and meet project deadlines.

Benefits

• Multiple relocation packages.
• Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO).
• 8-week parental leave.
• 9 Employee Resource Groups.
• Annual bonus offering.
• Flexible work arrangements.
• Up to 6% 401K matching.