Technical Advisor

2 weeks ago

Leatherhead, United Kingdom Zoetis Full time

Job Purpose

The Technical Advisor provides technical advice, guidance and support on Zoetis products to both internal business units and functions, and external customers. They handle product complaints, conducting thorough investigations around product issues and bringing cases to resolution.

They ensure the reporting of adverse events is compliant with Standard Operating Procedures and regulatory guidelines, both within Zoetis and to local regulatory authorities.

Core Responsibilities

Technical Issues
- Handle technical issues relating to Zoetis products, both internally and externally
- Answer general technical queries and requests for information
- Provide technical advice, guidance and support to sales force and marketing colleagues
- Gather feedback from external customers. Use it to inform future activities and to share with the wider team
- Participate in internal projects and working parties to contribute technical knowledge and expertise that informs debate and decision making

Product Complaints
- Provide an effective service to external customers in the investigation and resolution of product complaints and quality issues
- Arrange necessary visits as a part of investigation and resolution (when required)
- Report issues of quality to the Regulatory team for further investigation

Pharmacovigilance
- Work in compliance with internal and external Standard Operating Procedures (SOPs) and regulatory guidelines relating to pharmacovigilance
- Ensure compliance with reporting timelines for all adverse reactions

Relationships
- Maintain constructive internal relationships with Regulatory colleagues and across the wider business that facilitate team working, the exchange of information and the development of business opportunities
- Forge productive relationships with external customers built on a common desire to find resolution
- Ensure external relationships born from product issues arrive at a place of positivity and resolution

Key Skills

Capability in, or potential to develop:

- Strong communication skills; written and verbal
- Relationship and stakeholder management, interpersonal skills
- Development of knowledge base. Analytically and technically, able to retain and recall product and disease information to a detailed level
- Customer focus with a strong service orientation
- Organised and effective ways of working; recording of data, prioritising, time management
- Negotiation & influencing skills

Behaviours

Our Colleagues make the difference
- Keep your technical skills sharp. Read, research and stay current
- Be an expert on your products - know them inside and out, and continue to learn

Always do the right thing
- Make decisions and undertake activities that support our business as a whole
- Help build the reputation of our brand by understanding and supporting the things that we stand for

Customer obsessed
- Know your customers. Know more than just their names, know their businesses
- Establish positive and lasting relationships with customers and stakeholders that build loyalty to our brand

Run it like you own it
- Ground all decisions in commercially sound thinking
- Deliver on your commitments to customers and colleagues. Do what you say you’ll do - and quicker, and better

We are one Zoetis
- Give the team timely information and support that helps them to deliver their role
- Know what’s going on around the business and talk about it to your customers
- Communicate across roles, across regions, across species

Training & Qualifications
- Batchelor’s degree in related discipline; veterinary, science, human health
- IT literate. Able to use standard business software, communication tools and regulatory systems

Experience
- Experience in animal or human health industry in a pharmacovigilance role
- Post qualification experience in veterinary practice or agricultural industry desired
- A working knowledge of the animal health industry

Travel Requirement - Occasional travel required

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