We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.
Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.
Work Type: Field Based
The Target Pay Range for this position is $83,600 - $118,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and
budget.
Job Purpose/Overview
The Customer Support Supervisor of the Technical Field Engineer team delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This working-supervisor position manages the team that installs, trains, and performs on-site first echelon service on Antech imaging products, with a strong emphasis on veterinary digital radiography instrumentation, which also maintaining an assigned geographic territory. This position works directly with customers to ensure timely installation, training, and service, which also coaching the associates on this team to success in offering best-in-class imaging equipment installation and field support. The position requires heavy travel and strong customer service skills. In addition to regular Technical Field Engineer duties, the Supervisor also provides hands-on team development support to the Field Support & Education leadership team by way of assisting with the mentorship and management of the team.
Essential Duties and Responsibilities
- Participates in general departmental procedure and policy planning to further develop Field Engineering team skills along with the Support Enablement department trainers and quality assurance team members.
- Serve as a mentor to other team members by sharing skills, knowledge, and expertise to assist in their growth and development.
- Field assistance to other team members either when introducing new equipment, installation methods, or with new team members.
- Ability to manage customer technical issues, escalations and complaints through problem solving, critical thinking, and analytical skills.
- Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
- Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.
- Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
- Is available to and works both independently and cooperatively with associates. Understands the workload of the team and strives to provide balance between all members of the team.
- Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
- Ability to communicate verbally on the telephone and in person
- Assists, in developing new Field Engineering team protocols, training and procedures to streamline the position and improve on efficiencies, productivity and customer satisfaction.
- Escalates concerns and ideas related to improved efficiency, improved cost savings, or improved employee safety and engagement to management for consideration and implementation
- Provide support to the management/supervisory staff within the department and across Customer Service
- Assist with escalations from within the department and involve the appropriate management teams when needed.
- Contribute to management of disciplinary issues and material for annual employee reviews.
- Maintain an orderly department and create opportunities for improvement of overall workflow.
- Responsible for Installation Case management, Salesforce Calendar tracking, and coordinating all assigned installation and training cases with the customer in a timely manner.
- Installs Digital Radiography products at customer locations. Installation may include uncrating, removal of packing materials, assisting in transporting equipment to installation site, mechanical assembly, custom fabrication, internet, computer network connectivity, practice management software integration and electrical hook-up in accordance with product wiring diagrams, technical documentation, and corporate directives.
- Ensures compliance with imaging regulatory standards.
- Complete and document final calibration, testing of equipment and equipment performance evaluation documentation, as required.
- Manage teams installation completion documentation and reporting process, ensuring installations are closed out properly.
- Records all work performed and customer communication in Salesforce Customer Relationship Management (CRM) database.
- Operates under required regulatory requirements including Federal and State Radiation performance standards, registration, and Quality Systems Regulations.
- Adheres to established quality requirements, such as FDA - ISO9000, and safety requirements (electrical & radiation safety, safe lifting practices, etc.).
- Identifies and resolves customer issues including providing the customer with appropriate communication and involving appropriate personnel, i.e., Imaging Technical Support, Service and Sales. Ensures follow-up on on-going issues.
- Utilizes the call escalation process and communicates customer issues with Imaging Technical Support to optimize customer uptime and satisfaction while maintaining ownership of the issue.
- Takes ownership of difficult circumstances and shows a sense of urgency in getting results prioritized by the customer or by Customer Support team members.
- Provides veterinary clinic staff training on installed equipment, in partnership with Field Education Specialists.
- Prepares, provides and conveys information on equipment and on customer satisfaction, which may be of a technical or competitive nature but is beneficial to both the team and Antech to know.
- Works in close collaboration with Imaging Technical Support, Sales and Service teams on an ongoing, pro-active basis to formulate solutions for various customer and equipment needs.
- Troubleshoots diagnostic technical issues on site when dispatched by Imaging Technical Support to do so.
- Serves as an on-site liaison between customer and Antech.
Education and Experience
- A minimum of 5 years of experience in radiology equipment installation required for consideration for role, as well as history of exceeding role performance expectations.
- A history of meeting statistical requirements for a minimum of 6 consecutive months.
- High School graduate or equivalent
- Bachelor’s degree or equivalent experience equivalent experience.
- Preferred 1-year experience in the Medical or Veterinary Imaging Service industry with proven knowledge and skill in installing and repair.
- Minimum of 1 year of experience in AC/DC theory and troubleshooting electronics.
Knowledge, Skills and Abilities
- Ability to efficiently shift focus from one task to another during heavy workload (including travel, phone, email and data entry)
- Must work well independently with minimal direction.
- Able to determine when escalation of issues to leadership and manufacturing is necessary.
- Intermediate knowledge of Microsoft Office Suite and other computer software required.
- Knowledge of basic computer networks and components required
- Must possess good interpersonal skills with a customer service-oriented attitude.
- Must have a strong planning & organizational skill with good attention to detail to handle a complex installation, training and support schedule.
- Proven ability to follow through and resolve issues
- Must be willing to be a team player and assist inside and outside of assigned areas as needed.
- Must have a current and valid driver’s license with a driving record that meets company standards.
- Ability to effectively speak with customers and to explain complicated processes in simple terms.
- Ability to assemble, modify or retrofit complex mechanical systems with the use of hand tools and power tools.
- Displays a working knowledge of mechanical devices, tools and test equipment. Demonstrated ability in the use of radiation dosimeter test equipment, digital multi-meter, etc.
- Demonstrated troubleshooting capability and ability to explain the status of the repair to the customer, if needed.
- Must possess and maintain a valid driver’s license and good driving record with no DUIs.
- Intermediate ability with Microsoft Office Suite, Salesforce.com CRM, Internet Software and E-mail.
- Beginner ability with network cabling and wireless routing.
- Other duties as assigned
Travel
Travel requirements could be up to 90% of the time with peaks and valleys throughout the year.
Working Conditions
The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 50 pounds.
The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present
About Antech
Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.
Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
All Full-time associates are eligible for the following benefits and more:
Paid Time Off & Holidays
Medical, Dental, Vision (Multiple Plans Available)
Basic Life (Company Paid) & Supplemental Life
Short and Long Term Disability (Company Paid)
Flexible Spending Accounts/Health Savings Accounts
Paid Parental Leave
401(k) with company match
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.
Note to Search Firms/Agencies
Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.
