Associate Specialist Drug Safety

Merck; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

Merck is seeking a dedicated Technical Support Specialist to triage and handle technical service inquiries, product complaints, and adverse events for the companion animal portfolio. You will triage inquiries, document cases end-to-end, and coordinate with pharmacovigilance veterinarians and Global Quality to ensure timely resolution.

You will communicate with veterinarians, pet owners, sales representatives, and distributors, maintaining accurate records and contributing to product quality

Qualifications

• Minimum one year in veterinary field with BA/BS or equivalent.
• Strong communication and data-entry skills in a regulated setting.
• Experience with pharmacovigilance or animal health customer care is preferred.

Responsibilities

• Serve as a first point of contact via phone, email, fax, written correspondence, and web inquiries (Technical Services 800-line).
• Triage technical service inquiries, determining when to lift to veterinarians and handling those that do not require veterinarian attention.
• Address questions related to product usage and competitor product comparisons.
• Processing and documenting complaints (may include but not limited to, call handling, data entry and/or releasing).
• Identify trends and initiate product testing procedures; track testing through Global Quality and follow up with customers.
• Retrieve, process, and follow up on after-hours product complaints.
• Support PV veterinarians with: Customer correspondence and follow‑up.
• Uploading correspondence/medical records into the complaint database.
• Reviewing medical records for accuracy and forwarding to PV veterinarians.
• Reviewing compensation requests and processing reimbursements.
• Keeping the complaint database updated in real time.
• Serve as primary contact for product quality issues, testing procedures, and warranty questions.
• Initiate product sample returns from the field; ensure timely receipt, coordinate with Global Quality, and manage destruction when appropriate.
• Upload QA testing results into the complaint database and close the loop with complainants.
• Share relevant information and trends in the veterinary marketplace with internal stakeholders.
• Support special projects (e.g., diagnostic testing programs).
• Assist with sales training and provide administrative/training support at meetings or national sales meetings.
• Provide pharmacovigilance data and reports upon request.
• Support the Equine PV team as needed by triaging incoming calls; addressing customer concerns and questions; handling product quality complaints (PQCs), product replacements, and reimbursement requests; and performing case entry when required.

Skills

Customer focus

Detail orientation

Compliance mindset

Communication skills

Education

BA/BS in veterinary field

Associate's degree (biological sciences preferred)

RVT/CVT/LVT certification

5 years pharmacovigilance/animal science experience

Job description

Job Description

For over 130 years, we have pioneered groundbreaking science. Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology. Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way.

Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence. Because when it comes to animal health, no one sees it like we do.

Our company is a global healthcare leader with a diversified portfolio of prescription medicines, vaccines, and animal health products. Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity, and teamwork of our people. We strive to create an environment of mutual respect, encouragement, and collaboration. As part of our global team, colleagues in this role work cross-functionally with talented and dedicated partners while developing and expanding their skills and careers.

This role ensures timely, compliant handling of technical service inquiries, product complaints, and adverse events for the companion animal portfolio. Responsibilities include triaging incoming inquiries, managing technician level complaint processing end-to‑end, supporting pharmacovigilance veterinarians, and serving as a liaison for product quality investigations and customer follow‑up. The role supports accurate case documentation, quality assurance coordination, and clear communication with veterinarians, pet owners, sales representatives, and distributors.

Technical Support, Triage, and Complaint Handling (some combination of the below)

• Serve as a first point of contact via phone, email, fax, written correspondence, and web inquiries (Technical Services 800-line).
• Triage technical service inquiries, determining when to lift to veterinarians and handling those that do not require veterinarian attention.
• Address questions related to product usage and competitor product comparisons.
• Processing and documenting complaints (may include but not limited to, call handling, data entry and/or releasing).
• Identify trends and initiate product testing procedures; track testing through Global Quality and follow up with customers.
• Retrieve, process, and follow up on after-hours product complaints.
• Support PV veterinarians with: Customer correspondence and follow‑up.
• Uploading correspondence/medical records into the complaint database.
• Reviewing medical records for accuracy and forwarding to PV veterinarians.
• Reviewing compensation requests and processing reimbursements.
• Keeping the complaint database updated in real time.

Quality Assurance for Product Complaints

• Serve as primary contact for product quality issues, testing procedures, and warranty questions.
• Initiate product sample returns from the field; ensure timely receipt, coordinate with Global Quality, and manage destruction when appropriate.
• Upload QA testing results into the complaint database and close the loop with complainants.

Cross-Functional and Commercial Support

• Share relevant information and trends in the veterinary marketplace with internal stakeholders.
• Support special projects (e.g., diagnostic testing programs).
• Assist with sales training and provide administrative/training support at meetings or national sales meetings.
• Provide pharmacovigilance data and reports upon request.
• Support the Equine PV team as needed by triaging incoming calls; addressing customer concerns and questions; handling product quality complaints (PQCs), product replacements, and reimbursement requests; and performing case entry when required.

Required Education and Experience (one of the following)

• BA/BS with at least 1 year of experience in the veterinary field; or
• Associate's degree (biological sciences preferred) with 3 years of veterinary‑related experience; or
• RVT/CVT/LVT with 2 years of related experience; or
• 5 years of pharmacovigilance and/or animal science and/or companion animal customer care experience.

Core Requirements

• Minimum 1 year of pharmacovigilance experience and/or experience in animal science/companion animal customer care.
• Strong computer skills: Word, Excel, Outlook; comfort with databases and data entry accuracy.
• Excellent verbal and written communication skills; able to interact effectively with internal stakeholders and external customers.

Nice-to-Have Qualifications

• Experience with product knowledge management, database fundamentals, and internal/external compliance regulations.
• Knowledge of parasiticide products in the animal health industry.
• Prior call center or customer service experience.

Skills and Competencies

• Customer focus: Empathetic, responsive, and clear in communications with veterinarians, pet owners, and partners.
• Detail orientation: Accurate, timely case entry and meticulous document handling.
• Compliance mindset: Adheres to timelines and regulatory requirements for adverse events and quality complaints.
• Problem sol