Associate Specialist, Drug Safety (Remote) at Merck in Boise, Idaho, United States Job Description Job Description Position ? Description: Associate Specialist, Drug Safety (Remote) The primary purpose for this position is to perform triage on incoming technical service inquiries and complaints, determining which need to be forwarded to veterinarians for input. This position satisfies compliance requirements for handling and processing adverse drug experiences and product quality complaints, ensuring that all aspects of complaint processing are completed within specified timeframes. Incumbent must develop technical expertise with our Company's Animal Health companion animal product line to answer inquiries from customers, pet owners and sales representatives. Key responsibilities include and are not limited to the following: Telephone Support & Triage for Technical Inquiries and Complaint Handling - 70% + Handling phone calls to the Technical Services 800-line, faxes, written correspondence, e-mail and website inquiries from veterinarians, pet owners, MAH and distributor sales representatives and breeders regarding questions pertaining to on-label product indications and usage and competitor product comparisons. + Handling and processing all complaints not requiring veterinary intervention, including product quality complaints and selected categories of efficacy and adverse reaction complaints. + Identifying trends and initiating product testing procedures to help resolve product complaints. + Tracking all complaints requiring product testing through Global Quality and following up with the customer. + Retrieving, processing and following-up on all product complaints submitted by our after-hours agencies. + Assisting pharmacovigilance veterinarians in processing and following through on product complaints, including: + Correspondence with customers/pet owners. + Uploading correspondence/medical records into the complaint database. + Reviewing medical records for accuracy and forwarding to PV Veterinarians. + Reviewing compensation requests. + Processing check requests. + Contacting complainants for follow-up and updating the complaint database. Quality Assurance associated with Product Complaints - 15% + Serving as the primary contact for product quality issues, product testing procedures and warranty issues. + When appropriate, initiating the return of product samples from the field for quality assurance testing, ensuring timely return of the product, forwarding samples to Global Quality and initiating return of s To view full details and how to apply, please login or create a Job Seeker account
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