Associate Specialist, Hospital Support

JOB TITLE: Associate Specialist, Hospital Support LOCATION & SCHEDULE: Support Office - Vancouver, Full time COMPENSATION: $29.04 - $45.37 As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. Why This Role Matters As part of a centralized service team, the Associate Specialist, Hospital Support will act as primary liaison and point of contact serving as a bridge between the hospitals and the Commercial Buying Ops team to ensure exceptional service and experience for all procurement needs. Fostering a positive relationship between the hospitals and the MVH Commercial Team. You Will Provide support to hospitals with procurement questions including instrument identification, medical equipment accessories, and common pharmaceutical terminology by identifying and recommending appropriate solutions Manage workflow for hospital support via ServiceNow platform and assist with triaging and resolution of open tickets Document hospital interactions and maintain accurate records Educate and guide hospitals to use self‑service functions within ServiceNow/Commercial Corner Place purchase orders, ensuring orders are processed, shipped, and received promptly and accurately Maintain strong working relationships with outside stakeholders (vendors and distribution partners) Review and approve purchase requisitions for accuracy, ensuring timely conversion to purchase orders Process hospital exception orders, expedite orders, reschedule deliveries and cancel purchase orders as needed Resolve shipping, receiving, and billing discrepancies with users and suppliers, and resolve missing orders for product/supplies and/or equipment Collaborate with cross‑functional teams, including management, to resolve hospital issues Provide feedback to management on customer service trends Lead hospital support continuous improvement efforts for the Commercial Team Add or remove hospital users on ordering platforms as necessary Assist in developing and updating education training materials Stay current with company offerings, industry trends, and hospital needs Other job duties as assigned Your Experience Should Include Bachelor’s degree preferred Certified Veterinary Technician preferred Previous client support experience preferred Medical equipment troubleshooting experience preferred Required Minimum 3 years of veterinary hospital, pharmacy, or procurement experience Broad familiarity with surgical instruments, medical equipment, and pharmaceutical categories (including generic and trade names and general drug classes) Proficient in Microsoft Office Benefits Competitive salary with paid time off and holidays Medical, dental, and vision insurance for you and your loved ones Fertility and family‑building assistance Paid parental leave Practice‑paid basic life insurance Practice‑paid short‑ and long‑term disability insurance Automatic enrollment in 401(k) savings plan after 60 days of employment with generous company match Commuter benefits Legal plan Health savings account and flexible spending account Mental health support and resources Paid volunteering Optimum Wellness Plans for up to three pets Continuing education allowance & MED hours for eligible positions Student debt relief (for full‑time DVMs) Discounts on Mars, PetSmart, Royal Canin, fitness, cellular, and more Special Working Considerations Ability to work at a computer for long periods of time Strong reasoning, memory, mathematics, and language (reading, writing, speaking English) skills required for duties Ability to follow written, oral, or diagrammatic instructions and solve problems involving several variables Moderate noise level in the work environment Pets are present in the environment Equal Opportunity Employer Statement WE ARE A DRUG‑FREE, SMOKE‑FREE, EQUAL OPPORTUNITY EMPLOYER. Mars Veterinary Health strongly supports and values the uniqueness of all individuals and promotes an inclusive work environment. MVH complies with all applicable federal, state, and local laws governing nondiscrimination in employment in every MVH location. Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness. #J-18808-Ljbffr