Patterson Co., Milwaukee, WI


• Responsible for answering incoming technical and clinical application calls and emails regarding anesthesia and monitoring equipment from internal and external sources.

• Provide vital technical and clinical support to internal staff for new product development.


Essential Functions (Major Duties)

Technical Support and Training

• Answers incoming calls and emails; resolves customer issues and logs conversation into the customer database.

Works directly with manufacturers and customers to facilitate service repairs, preventative maintenance recommendations and replacement items

. • Works directly with sales agents to support sales recommendations, provide competitive analysis of product and aids in client education of product usage.

• Assists Service Technicians as needed with parts identification and troubleshooting

. • Provides Monitor or Anesthesia Machine In-service and/or demo training to customers as needed

. • Assists with installation questions or difficulties that may need to be resolved. • Assists with requested training or CE events as needed

. • Provides support tools and training to new Service Technicians as needed on monitoring and anesthesia.

• Attends Regional or National Sales meetings as requested. Clerical Duties

• Issues Work Order (RMA) number for customer repairs at Patterson Veterinary NRC.

• Invoices Work Orders when repair has been completed at Patterson Veterinary NRC.

• Order entry as needed for internal and external sources.

• Issues credits as needed which includes adjusting inventory and the quarantine of vaporizers until credit is processed.

• Runs Outstanding Customer Returns report from vaporizer database and call customer/track vaporizer returns to ensure they are received in a timely manner

. • Order entry, forecasting, record keeping and daily ship log for Banfield Hospitals. New Product Development

• Researches and reviews new product or competitive product information and updates matrices as needed.

Critical Competencies with (customers, inside staff, etc.) and requires ability to understand and Ethics & Integrity: Acts consistently and makes decisions in the organization’s best interest. Customer Focus: Makes customers and their needs the primary focus of one’s actions. Drive for Results: Demonstrates drive, determination, and ownership to achieve both results and success. Technical Expertise: Demonstrates and maintains technical and professional skill or knowledge in position-related areas. Problem Solving: Uses logic and analytical methods to identify solutions resulting in effective problem resolution. Self-Management: Manages time and resources and balances competing demands to ensure work is completed. Collaboration: Works effectively with others to achieve a common goal.

Working Conditions Physical Demand:

• Lifting or carrying, light physical activity, up to 25 pounds Environment Factors:

• Operating a computer for up to 8 hours/per day.

• Position involves frequent communication effectively exchange accurate information. Travel and On-Call • This position requires minimal travel (10%) in a national area. • For this position being on-call is not required.

Qualifications Minimum Qualifications:

• High School Graduate or Equivalent required.

• Certified Veterinary Technician or Equivalent License or Registration (LVT or RVT) required.

• Outstanding problem-solving skills. • Outstanding troubleshooting skills. • Courteous and professional phone manner.

• Ability to multi-task in a fast-paced environment. • Ability to work and contribute to a team environment.

• Excellent communication skills, both oral and written.

• Strong user knowledge of MS Office Suite.

• Prior experience in the area of anesthesia and monitoring.

• Occasional travel as needed.

• Strong organizational skills and focused on being dependable, reliable and punctual.

Preferred Qualifications:

• Associates Degree in Applied Science or Bachelor Degree.

• Prior customer service or technical support experience.

Apply Here: