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Group Leader, Vet Technical Solutions

Company: Boehringer Ingelheim
Location: Duluth
Posted on: June 25, 2022

Job Description:

Oversees a team of Animal Health technical professionals (VeTS Specialists) within a call center environment.
Addresses and responds to all product inquiries, complaints, and suspected adverse events in a timely and appropriate manner and in compliance with US regulations (FDA, USDA, EPA), relevant GMPs, BIAH policies and procedures for the capture, maintenance and reporting of adverse events and TPCs.
Recognized as an Industry Leading Subject Matter Expert by customers and acts as a resource for colleagues, and other departments.
Ability to lead complex independent projects.
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
Duties & Responsibilities\:

  • Oversees a team of Animal Health technical professionals (VeTS Specialists) within a call center environment.
  • Ensures team compliance with BIAH corporate, Technical Solutions (VeTS) and pharmacovigilance (PV) procedures and maintaining compliance with Regulatory requirements (USDA, FDA, EPA) and relevant cGMPs.
  • Provides coaching, mentoring, performance management, succession planning/preparation and active development plans for direct reports.
  • Ensures team is appropriately trained and ongoing qualifications are maintained as per regulatory requirements and relevant SOPs.
  • Works closely & efficiently with other GL's, Department Leadership and Stakeholders to ensure department goals, compliance requirements are met.
  • Manages and efficiently and professionally receives all product inquiries, complaints, and suspected adverse events that may arise by usage of or experience with BIAH products.
  • Communication may be received from (but are not limited to) veterinarians, veterinary technicians and other veterinary support staff, consumers (pet owners), BIAH sales personnel, distributor sales representatives, or other BIAH personnel.
  • The major form of communication is via telephone but may include email and hand delivered mail.
  • Provides Industry Leading Levels of information and support as requested in the following areas\: proper product use, extra-label use, literature requests, adverse events, and unexpected response to treatment, perceived lack of efficacy, and product or packaging defects.
  • Maintains an Industry Leading level of technical and clinical expertise related to BIAH products.
  • Recognized as Industry Leading Subject Matter Expert by customers and acts as a resource for colleagues.
  • Documents all communications within the BIAH Validated Database (PV-Works) in accordance with BIAH SOPs and all compliance/GMP requirements, and assess and implement appropriate responses and procedures.
  • Ensures timely and accurate communication and adherence to all BIAH SOPs , including escalating calls to Technical Solutions Veterinarians as needed.
  • Expertly handles complex cases and escalated calls with skill.
  • Expertly diffuses negative customer interactions through positive communication.
  • Supports field sales representatives as needed by providing technical support, answering client inquiries and attending and working at veterinary conferences.
  • Recognized as Industry Leading Subject Matter Expert in Data, Service & Quality by customers and acts as a resource for colleagues across functions.
  • Participates in the drafting, review and implementation of department SOP's and Related Documents, and this within an environment of continuous improvement.
  • Completes other tasks as assigned by supervisor.
  • Researches pertinent topics and prepare reports as requested by supervisors.
  • Participates in call analysis and report trends or issues involving product usage. Performs additional duties as assigned.
  • Responsible for proper and complete training documentation.
  • Ensures creation, maintenance, archiving of training and Q&A documents.
  • Performs all Company business in accordance with all regulations (e.g., EEO, FDA, etc.) and Company policy and procedures.
  • When violations are noted/observed they are to be immediately reported to management.
  • Demonstrates high ethical and professional standards with all business contacts in order to maintain BIAH's excellent reputation within the animal health community and internally.
  • Completes other tasks as assigned by supervisor.
    • Associates Degree from an accredited institution in Life Science/Veterinary Technician (Bachelors Degree Preferred) with six (6) years' relevant Veterinary/Animal Health experience including at least two (2) years' direct experience in a Pharmacovigilance Call Center environment.
    • Exceptional customer service background and a commitment to excellence required.
    • Understands the balance of providing customer service in a regulatory compliance environment to ensure strict adherence to all principles of good product stewardship in an effort to maximize product sales required.
    • Ability to Manage and Develop team members.
    • Excellent working Knowledge with Microsoft Office products.
    • Must have excellent organizational and time management skills required in order to work with diverse cultures and multiple departments.
    • High Level Attention to detail, quality focused and strong technical and problem solving skills.
    • Excellent oral and written communication skills are required.
    • Ability to work independently, under pressure, demonstrating initiative, emotional self control and flexibility.
    • Must possess a high level of understanding of basic veterinary practice issues and procedures.
    • Skillfully and effectively manages escalated situations/call backs to benefit the department.
    • Consistently demonstrated track record of providing excellent low effort customer service in a regulatory compliance environment and track record of meeting or exceeding targets for call volume, service and quality.
    • Identifies and initiates novel and innovative departmental solutions and projects and represents department cross functionally.
    • Ability to remain calm under pressure and work to meet strict regulatory timelines.
    • Must have a good understanding of customer service needs within a regulated environment, excellent knowledge of applicable GMPs, pharmacovigilance regulations and complaint handling Compliance requirements.
      Eligibility Requirements\:
      • Must be legally authorized to work in the United States without restriction.
      • Must be willing to take a drug test and post-offer physical (if required)
      • Must be 18 years of age or older
      • This position will require individuals to be fully vaccinated against COVID-19 or have an approved medical or religious accommodation. Click here for more information on the vaccine mandate and COVID-19.
        Who We Are\:
        At Boehringer Ingelheim we create value through innovation with one clear goal\: to improve the lives of patients. We develop breakthrough therapies and innovative healthcare solutions in areas of unmet medical need for both humans and animals. As a family owned company we focus on long term performance. We are powered by 50.000 employees globally who nurture a diverse, collaborative and inclusive culture. Learning and development for all employees is key because your growth is our growth.Want to learn more? Visit boehringer-ingelheim.com and join us in our effort to make more health.
        Boehringer Ingelheim is an equal opportunity global employer who takes pride in maintaining a diverse and inclusive culture. We embrace diversity of perspectives and strive for an inclusive environment, which benefits our employees, patients and communities. All qualified applicants will receive consideration for employment without regard to a person's actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.

Keywords: Boehringer Ingelheim, Duluth , Group Leader, Vet Technical Solutions, IT / Software / Systems , Duluth, Minnesota

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