Associate Specialist Drug Safety

MSD•Rahway, NJ

2d•$71,900 - $113,200•Remote

About The Position

This role ensures timely, compliant handling of technical service inquiries, product complaints, and adverse events for the companion animal portfolio. It triages incoming inquiries, manages technician-level complaint processing from start to finish, supports pharmacovigilance veterinarians, and liaises on 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. The position also provides technical support and complaint handling through phone, email, fax, written correspondence, and web inquiries. It supports product quality testing and sample returns, tracks cases and follow-ups, shares relevant marketplace information with internal stakeholders, assists with projects and training, and provides support to the Equine pharmacovigilance team as needed. The role is remote, has a first-shift day schedule, and requires 10% travel. The listed salary range for the primary location is $71,900 to $113,200. The successful candidate may be eligible for an annual bonus and long-term incentive, if applicable.

Requirements

One of the following education and experience combinations: a BA/BS with at least 1 year of veterinary-field experience; an associate’s degree, preferably in biological sciences, with 3 years of veterinary-related experience; RVT/CVT/LVT credential with 2 years of related experience; or 5 years of pharmacovigilance, animal science, and/or companion animal customer care experience.
Minimum 1 year of pharmacovigilance experience and/or experience in animal science or companion animal customer care.
Strong computer skills, including Word, Excel, and Outlook; comfort with databases and accurate data entry.
Excellent verbal and written communication skills and the ability to interact effectively with internal stakeholders and external customers.
Empathetic, responsive, and clear communication with veterinarians, pet owners, and partners.
Accurate, timely case entry and meticulous document handling.
Adherence to timelines and regulatory requirements for adverse events and quality complaints.
Ability to identify trends, flag issues, and initiate appropriate testing or escalations.
Ability to collaborate with pharmacovigilance veterinarians, Quality, Sales, and other internal teams.
Ability to manage multiple cases and follow-ups within established timelines.
Proficiency with complaint databases and accurate record uploading and management.
Ability to maintain confidentiality and demonstrate diplomacy in sensitive situations.

Nice To Haves

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

Responsibilities

Serve as a first point of contact through the Technical Services 800-line by phone, email, fax, written correspondence, and web inquiries.
Triage technical service inquiries, escalating matters to veterinarians when appropriate and handling inquiries that do not require veterinarian attention.
Address product-usage questions and competitor product comparisons.
Process and document product complaints, including call handling, data entry, and/or releasing cases.
Identify trends, 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 pharmacovigilance veterinarians with customer correspondence and follow-up.
Upload correspondence and medical records into the complaint database; review medical records for accuracy and forward them to pharmacovigilance veterinarians.
Review compensation requests and process reimbursements.
Keep the complaint database updated in real time.
Serve as the 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 arrange destruction when appropriate.
Upload quality-assurance testing results into the complaint database and close the loop with complainants.
Share relevant veterinary marketplace information and trends with internal stakeholders.
Support special projects, including diagnostic testing programs.
Assist with sales training and provide administrative and training support at meetings or national sales meetings.
Provide pharmacovigilance data and reports upon request.
Support the Equine pharmacovigilance team by triaging incoming calls; addressing customer concerns and questions; handling product quality complaints, product replacements, and reimbursement requests; and entering cases when required.