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

Role Description

We are seeking a Licensed Veterinary Technician (CVT, RVT, or LVT) to serve as a Specialist, Animal Health Clinical Support for our SurgiVet® and BCI brand product lines. In this role, you will leverage your clinical expertise to provide technical guidance, troubleshooting, and product application support to veterinary customers, sales representatives, and internal teams via phone and email. You will collaborate closely with Quality, Regulatory, and Engineering departments to investigate product issues, evaluate patient safety risks, and drive continuous improvement initiatives. Additionally, you will develop and deliver clinical training programs and assist in reviewing product documentation and marketing materials for technical accuracy.

Essential Duties & Responsibilities

• Provide clinical expertise and technical support to internal and external stakeholders regarding the application and troubleshooting of SurgiVet® and BCI brand products via phone, email, and automated call queues.
• Act as the primary contact for veterinary products within Technical Support, coordinating with internal and distributor sales teams, identifying gaps in customer-facing materials, and assisting in the resolution of product investigations.
• Lead and support continuous improvement projects focused on customer experience, workflow process flows, quality, safety, and complaint trend reduction.
• Conduct clinical and technical training on veterinary products for internal teams, customers, and external vendors both on-site and in the field, while reviewing marketing and instructional materials for clinical accuracy.
• Collaborate with Quality, Regulatory, and Manufacturing teams on product complaints, hazard/risk analyses, discrepancy reports (DR), engineering change orders (ECO), and returned product investigations to evaluate patient safety impacts.
• Ensure strict adherence to all company procedures, quality standards, and regulatory requirements (FDA, ISO 13485, ISO 14001, and EHS guidelines), assuming coverage for team leads or coordinators as needed.

Qualifications

• Strong clinical foundation in veterinary care, specifically regarding anesthesia equipment, monitors, ventilators, temperature management, and critical care disposables.
• Proven ability to troubleshoot complex technical and clinical scenarios remotely, providing clear guidance with high diplomacy, tact, and patience.
• Outstanding communication, group presentation, and training capabilities for both clinical and non-clinical audiences.
• Strong knowledge of Continuous Quality Improvement principles and cross-functional collaboration within regulatory and compliance structures.
• Self-directed problem-solving skills with proficiency in the Microsoft Office Suite and experience utilizing clinical research/journals to resolve technical inquiries.

Requirements

• Must be at least 18 years of age.
• Associate’s degree required.
• Bachelor’s degree from an accredited college or university is preferred.
• Active National Veterinary Technician Licensure (CVT, RVT, or LVT) required.
• Minimum of three (3) years of clinical veterinary care experience utilizing anesthesia products, monitoring equipment, and critical care devices.
• Practical experience in veterinary emergency, critical care, or specialty practice settings preferred.
• Prior experience in a call center/call-queue environment, technical service desk, or medical device customer support role preferred.

Work Environment

• This is largely a sedentary role.
• This job operates in a professional office environment and routinely uses standard office equipment.
• Typically requires travel less than 5% of the time.

Company Description

ICU Medical has consistently provided you with 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.

• 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.