At Elanco (NYSE: ELAN) – it all starts with animals!
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals’ lives better makes life better – join our team today!
Your role:
As part of the Veterinary Technical Services Team, the role of a technical advisor is to be the first line customer contact for all Elanco product technical enquiries received by phone, post and e-mail. Whilst providing exemplary service to all customers: veterinary teams, farmers and pet owners, they will submit, investigate and follow-up suspected adverse reactions/suspected lack of efficacy reports/product complaints in accordance with Elanco global and local pharmacovigilance guidelines. To resolve product complaints when possible, liaising with field veterinarians, quality and other relevant departments as required. Utilise the global PV software to manage all PV cases in line with global procedures. Technical advisors will take an active role in the training and support of other members of the technical team as well as the sales force. Through comprehensive knowledge of Elanco’s products and the needs of customers, they will provide advice and support to other business areas within Elanco, for example marketing and operations. This role will primarily support the Pet Health (companion animal) portfolio, but flexibility to support the farm animal business when necessary is also required. Once initial training is completed, this role will involve participation in the out of hours rota, meaning being ‘on call’ for urgent veterinarian inquiries (for example product overdoses) approximately one week in eight.
Your responsibilities:
Customer advice service
- First line customer contact for all technical inquiries by phone, mail and e-mail. All enquiries to be dealt with in a timely fashion, with accurate and authoritative information.
- Maintain and update a list of frequently asked questions, so that Elanco Animal Health continues to build and provide up to date advice and professional customer focused care.
- Deal with off label discussion with vets in line with the FAQ document and NOAH Code of Practice.
- Provide support to other members of the team around customer service, taking an active role in their continued training and support.
Pharmacovigilance
- Fulfill our obligations of recording and responding to reports of suspected adverse events (SAEs) in such a way as to maintain customer confidence as well as goodwill and compliance with regulatory requirements utilising the global PV software that is in accordance with the Local Complaint Process.
- Investigate SAEs within a timely fashion and in compliance with standard operating procedures.
- Liaise with veterinary technical consultants where additional investigation is required.
- Support other members of the team with difficult cases, including guidance on suitable follow up and further investigation to support the case.
Disease and product information
- With the training provided and information available, develop technical knowledge of our products and the related disease areas, in order to communicate confidently and informatively to our customers.
- Study the literature and attend selected meetings and conferences to keep up to date with the latest technical knowledge in our areas of business.
- Along with our technical consultants, collect and maintain the latest technical information on diseases and treatments in the market areas we cover, including competitor activity.
- Update and manage technical sections of team SharePoint sites. This role is also required to send out appropriate information to customers and to the sales team as requested.
- Take leadership within the team on a focus disease applicable to Elanco’s portfolio. Work collaboratively with the wider organisation on appropriate materials and messaging relevant to their focus.
Administrative support
- At holiday times provide cover between the technical advisors. Responsible for making sure internal and external databases are up to date and compliant. i.e. NOAH datasheets and FAQs.
What You Need to Succeed (minimum qualifications):
- Veterinary surgeon (MRCVS)
- Minimum two years experience in clinical practice strongly preferred although not essential
- Excellent teamworking skills
- Empathy and passion for veterinary medicine customers and their businesses. Demonstrated ability to understand, interpret and impart technical/scientific knowledge at appropriate levels
- Excellent communication skills: verbal, written and interpersonal
- Strong sense of personal accountability
- Flexible to learning new products and diseases over time
- Computer literate
- Some overnight travel / attendance at congresses and meetings may be required
- English—written and verbal
Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
