Job Description: Veterinary Medical Information and Product Support (VMIPS) Veterinarian

Employment Type: Full-time

States Considered: PA, NJ, DE preferred

Position Overview

The Veterinary Medical Information and Product Support (VMIPS) Team is dedicated to fostering the safe and appropriate use of Zoetis products across all customer segments and contact center channels. This is achieved by responding to unsolicited requests for medical and technical information. The VMIPS team plays a crucial role in maintaining the regulatory integrity of Zoetis' expanding product portfolio by identifying and appropriately completing regulatory reportable cases. All activities are conducted with a customer-obsessed mindset, aiming to provide outstanding customer service.

The VMIPS Veterinarian serves as the second point of contact for customers. They are responsible for responding to complex inquiries and adverse experiences related to Zoetis products. This involves adhering to department and organizational standard operating procedures, utilizing effective communication techniques, providing customized solutions, and ensuring the delivery of a mutual resolution.

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 interaction.
• Communicate fluently and confidently with veterinary staff, animal owners, and pet owners regarding product mode of action, disease states, patient diagnosis, treatments, and diagnostic interpretation.
• Support all escalated contacts from VMIPS technicians, including cases involving animal or pet owners.
• Meet key performance indicator (KPI) metrics to ensure compliance in case management and other regulatory-driven processes.
• Complete assigned 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 consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs).
• Assure that appropriate processes and procedures are followed to 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.
• Participate on VMIPS project teams, assuming various assigned roles and responsibilities.
• Maintain a collegial, team-player attitude when interacting with VMIPS colleagues.
• Complete ongoing required training within stipulated timeframes 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 (e.g., 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 is a plus.

Technical Skills Requirements

• Success in previous roles, including creatively finding opportunities or solving problems.
• Exemplifies qualities of a change agent, continuous learner, and someone who pushes self/others beyond dominant logic.
• Ability to work in a ...