Job Ref: 215527178

Date: 2022-01-11 09:33:07

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Technical Product Support Advisor

We have an exciting opportunity for a Technical Product Support Advisor to work for our global pharmaceutical client based in Milton Keynes. The role is a temporary contract position initially signed off until the end of June 2022 and offers a pay rate of £14.50 per hour, plus 25 days holiday pay pro rata. The working hours are 9am – 5pm Monday – Friday and our client offers hybrid working.

SUMMARY OF POSITION:

To provide first line technical support on all aspects of the Company’s product range within a team to be based at the headquarters in Milton Keynes, Buckinghamshire. Our client is a vibrant, fast paced organisation providing veterinary medicines to UK Veterinary customers. In this role, you will provide a high quality, professional service in relation to technical enquiries, requests for information, complaints and pharmacovigilance reports coming into the company via telephone, email and other means. You will ensure that all enquiries and communications are dealt with in a friendly and professional manner whilst ensuring accurate and timely recording, processing and management of enquiries and reports. Where appropriate, cases should be escalated where required.

MAJOR ACTIVITIES AND RESPONSIBILITIES:

* To service all incoming product and technical enquiries and complaints in order that the Company may provide a high quality, professional veterinary sales support for its products, including case follow up and escalation, as required

* To ensure accurate and timely recording of technical enquiries, as well as all pharmacovigilance and product quality complaints on the CRM system, MAXX

* To provide administrative support including management of both incoming and out-going correspondence, payment of invoices in relation to technical cases and other administrative processes as required.

* To capture useful technical information for training purposes and in support of our knowledge base of product-related technical information to grow tacit team knowledge

* To attend relevant internal training and sales meetings as well as external meetings, congresses and exhibitions in order to develop and maintain an up to date understanding of the product range, technical and veterinary developments, and over time, a broad commercial and technical competency in relevant areas of the business

* To provide support to this and other teams and departments within the business as required, e.g. to provide cover for training absences, etc.

* To build relationships with the technical marketing teams to ensure that all opportunities to learn, address common queries, etc. are maximized.

ORGANISATIONAL STRUCTURE:

Reports to the Customer Services Manager. The team will be part of the Commercial Operations & Business Solutions Business Unit, providing technical support to all product/therapy areas.

BACKGROUND REQUIREMENTS

Qualifications

Essential

Veterinary nurse, veterinary technician, equine or agricultural graduate to ensure balanced skill set within the team. The majority of enquiries originate from veterinary professionals, so knowledge of veterinary practice/treatments and terminology is required.

Competencies/skills/Experience

Essential

* Technical veterinary knowledge gained in a veterinary practice, large animal farming or agricultural environment. You should possess at least two years’ experience gained in one or more of these areas

* Excellent oral communication skills and demonstrated empathy over the telephone

* Excellent written communication skills

* Able to maintain attention to detail and accuracy in a time pressured environment

* Fully competent in the use of MS Office applications, databases & other systems used for recording data

* Friendly, flexible approach to work and the ability to build meaningful relationships across all levels of the business

* Proactive approach to problem solving

* High level organization and the ability to manage multiple tasks and prioritise workload

* Able to work well, as a team under time pressure

* Energetic and resourceful with the ability to initiate and support change.

* A team player.

* At least two years’ experience gained in a veterinary practice, large animal farming or agricultural environment

Desirable

Call Centre or Complaints Management experience, ideally within a technical, veterinary or agricultural environment

* Understanding of the principles and concepts of pharmacovigilance

* Technical support or commercial experience gain within the veterinary pharmaceutical industry

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