Manager, Animal Health Clinical Support

🔥 1 minute ago

🌵 Arizona, Florida, +7 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🌾 Iowa – Remote 🏖️ New Jersey – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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ICU Medical

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals • Medical

ICU Medical is a global leader in intravenous (IV) therapy, specializing in innovative medical products and technologies that enhance the safety and efficiency of IV therapy across various care settings. Founded in 1984 by clinicians, the company is dedicated to delivering clinically-relevant solutions, including infusion pumps, safety software, and vascular access devices. ICU Medical's commitment to improving patient care is reflected in their comprehensive portfolio that spans infusion therapy, airway management, hemodynamic monitoring, and temperature management, ensuring clinicians can meet the diverse challenges of patient care effectively.

📋 Description

• 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.