Manager, Animal Health Clinical Support
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Job Description
Manager leading clinical support team for veterinary applications with technical expertise at ICU Medical. Overseeing operations and ensuring best practices in customer service and regulatory compliance.
Responsibilities:
- 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-functional 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.
Requirements:
- 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.
Benefits:
- 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.
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