Veterinary Services Lead
Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.DESCRIPTION OF OPPORTUNITYThe Zoetis Veterinary Medical Information and Product Support (VMIPS) Team is a contact center environment responsible for providing outstanding customer service and maintaining the regulatory integrity of our product portfolio. The VMIPS team is a group of cross-species veterinary professionals and VMIPS operations personnel that deliver superior technical support in response to customer inquiries and complaints. We focus on supporting customers including, veterinary professionals, producers/farmers, and pet owners by provision of top-notch technical support, and customer service. VMIPS is responsible for managing product complaints and works with Zoetis pharmacovigilance team to assure post-approval global regulatory reporting compliance.Position PurposeThe VMIPS Team Lead positon is comprised of three key areas of responsibility:Team leadership including coaching of new and established colleagues, performance management, team training (65%), serving as a Subject Matter Expert (SME) for VMIPS colleagues and the US Business demands (20%); and management of routine and escalated calls (up to 15%). The successful Team Lead is continually engaged in leading and inspiring their team creating a work environment that stimulates an enthusiastic, motivating, high-performing collaborative culture. Optimize the utilization of resources, foster and promote a collaborative team environment to effectively deliver business objectives.Primary Responsibilities* Coaches team of veterinarians and veterinary technicians responsible for delivery of superior technical support and customer care in response to customer inquiries and product complaints.* Supervisory responsibilities include annual objective setting, timely coaching and feedback, performance evaluations, succession planning, and individual development planning.* Partners with Customer Service Workforce Management lead to facilitate staffing and planning and appropriate use of resources.* Responsible for new hire recruitment, selection and on-boarding planning for FTE and contingent worker staff.* Manages the new colleague onboarding process which includes collaboration workforce management team, coaching and training of new veterinary colleagues and the contingent workforce.* Leads team staff meetings and training sessions.* Conducts call monitoring to assure consistency in technical accuracy and regulatory compliance.* Partners with VMIPS QA to ensure colleague case review is conducted and completed as per our SOP”s and regulatory guidelines.* Partners with the Manager Business Systems and Documentation/Business Analytics to support VMIPS and Business needs.* Provides continuous employee feedback as warranted to 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; assures the documentation of alleged adverse events involving Zoetis products in the PV-Works database and comply with current pharmacovigilance requirements and standards.* Fosters a collaborative team environment to effectively deliver business objectives.* Acts as a subject and portfolio expert (SME) and supports the US Business and VMIPS in case and non-case related activities (marketing programs, new launches, tech transfers) as appropriate.* Participates on internal project teams, assuming various assigned roles and responsibilities, which may include leadership in project delivery.* Seeks opportunities for collaboration and sustained partnership with other Zoetis BU”s.* Manages escalated cases with legal or public relations sensitivity to minimize risk to Zoetis.* Manages case coverage as needed to fill staffing needs up to 15%.Qualifications (i.e., preferred education, experience, attributes)Minimum Qualifications* DVM, VMD from an accredited veterinary college or Licensed veterinary technician* Minimum of 5 years of clinical practice experience* Active veterinary licensure in at least 1 state* Previous technical support of Zoetis products in call center environment* Minimum 2 years” experience as player coach, leading projects or project teams* Proficiency in Outlook, PowerPoint, Excel, and Word applications* Ability and willingness to travel and work some evenings as required by the position* In-depth expertise and knowledge of Zoetis products and procedures* Animal health and/or pharmaceutical industry experienceCandidate must possess demonstrated success in the following capabilities:Technical Knowledge and Customer Value Delivery* Consistently builds and demonstrates relevant technical knowledge, verbal fluency, and veterinary practice expertise* Builds effective and sustained relationships through every encounter to maximize customer satisfactionIntegrity and Teamwork* Acting in accordance with the “One Zoetis” core philosophy, fosters and promotes interdepartmental alliances with colleagues across the organization* Conducts all business in a professional manner which consistently adheres to company expectations regarding: integrity/compliance; work-ethic; accountability; conduct/attire; effective communicaApply for this job.