Job DescriptionPosition Summary The Manager, Animal Health Clinical Support provides front-line clinical expertise, advanced technical support, and strategic customer insights for all ICU Medical/SurgiVet products used in veterinary applications. This role serves as the primary liaison between upper management and the Animal Health Clinical Support team, ensuring customer feedback, clinical trends, regulatory updates, and operational challenges are communicated effectively to support forecasting, product strategy, and continuous improvement. The manager leads the Clinical Support team, oversees daily operations, supports wet labs and trade shows, and drives cross-functional alignment to enhance customer experience and support business objectives.
Essential Duties & Responsibilities- 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.
- 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.
Knowledge and Skills- Ability to work effectively under stressful or rapidly changing conditions.
- Strong prioritization skills to meet deadlines and manage competing demands.
- Capable of analyzing complex problems involving intangible factors and making sound, informed decisions.
- Strong interpersonal, verbal, and written communication skills.
- Skilled in planning and conducting effective meetings and group presentations.
- Ability to provide clear, structured on-the-job technical training to team members.
- Works under general direction from the Manager while exercising independent judgment in daily responsibilities.
- Detail-oriented with a proven ability to work collaboratively across multiple levels of the organization.
- Able to meet established deadlines, manage shifting priorities, and maintain accuracy in a fast-paced environment.
Minimum Qualifications, Education & Experience - 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.
Work Environment- This is largely a sedentary role.
- This job operates in a professional office environment and routinely uses standard office equipment.
- Must be able to occasionally move and lift objects of up to 25 pounds
- Typically requires travel 20-50% of the time
This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.
