Specialist, Animal Health Clinical Support

About the company

ICU Medical

Medical devices · 5,001 to 10,000 employees

What you'll do

• Provide clinical expertise and technical support to internal and external stakeholders (customers, distributors, sales, quality, and operations) regarding the application and troubleshooting of SurgiVet® and BCI brand products via phone, email, and automated call queues.
• Act as the primary contact for veterinary products within Technical Support, coordinating with internal and distributor sales teams, identifying gaps in customer-facing materials, and assisting in the resolution of product investigations.
• Lead and support continuous improvement projects focused on customer experience, workflow process flows, quality, safety, and complaint trend reduction.
• Conduct clinical and technical training on veterinary products for internal teams, customers, and external vendors both on-site and in the field, while reviewing marketing and instructional materials for clinical accuracy.
• Collaborate with Quality, Regulatory, and Manufacturing teams on product complaints, hazard/risk analyses, discrepancy reports (DR), engineering change orders (ECO), and returned product investigations to evaluate patient safety impacts.
• Ensure strict adherence to all company procedures, quality standards, and regulatory requirements (FDA, ISO 13485, ISO 14001, and EHS guidelines), assuming coverage for team leads or coordinators as needed.
• Strong clinical foundation in veterinary care, specifically regarding anesthesia equipment, monitors, ventilators, temperature management, and critical care disposables.
• Proven ability to troubleshoot complex technical and clinical scenarios remotely, providing clear guidance with high diplomacy, tact, and patience.
• Outstanding communication, group presentation, and training capabilities for both clinical and non-clinical audiences.
• Strong knowledge of Continuous Quality Improvement principles and cross-functional collaboration within regulatory and compliance structures.
• Self-directed problem-solving skills with proficiency in the Microsoft Office Suite and experience utilizing clinical research/journals to resolve technical inquiries.
• Must be at least 18 years of age
• Associate’s degree required.
• Bachelor’s degree from an accredited college or university is preferred. 
• Active National Veterinary Technician Licensure (CVT, RVT, or LVT) required.
• Minimum of three (3) years of clinical veterinary care experience utilizing anesthesia products, monitoring equipment, and critical care devices.
• Practical experience in veterinary emergency, critical care, or specialty practice settings preferred. 
• Prior experience in a call center/call-queue environment, technical service desk, or medical device customer support role preferred. 
• This is largely a sedentary role. 
• This job operates in a professional office environment and routinely uses standard office equipment.
• Typically requires travel less than 5% of the time

What you need

• Requires a Licensed Veterinary Technician (CVT, RVT, or LVT).

Key skills

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