Antech Diagnostics Manager, Web Applications & PIMS Support in Loveland, Colorado
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.
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The Manager of Quality and Training delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. The Manager oversees the Customer-Facing Web Applications Support team to ensure a high quality of support for customers with technical concerns related to Antech web applications (ex: Health Tracks) and PIMS integrations, to act as an excellent knowledge base for their team, and will engage internal and external resources for resolution of escalated cases, such as the IT team and partner PIMS organizations. This manager will lead a team of web applications support and PIMS Integration specialists, who provide direct support to customers and laboratory staff. This team identifies and corrects root-cause problems and performs detailed software integrations for Antech customers and PIMS integration companies. This role works closely with the IT and Digital Experience teams and drives team engagement and development to ensure a strong talent pipeline that can supply teams within and outside of Customer Support.
Must be located in or near Loveland, CO
Essential Duties and Responsibilities
High level of knowledge of all job functions of team members within team as well as departmental workflows.
Manages, mentors, and trains assigned Team. Accountable for department and individual performance goals and assessment.
Serves as primary subject-matter expert for assigned team’s processes and supported products with regard to inter-departmental collaborative work.
Manages communication and oversight of outside consultants working directly with assigned team.
Identifies trends and process improvement opportunities for the team and makes suggestions to improve protocols and procedures to enhance external and internal customer service and satisfaction.
In partnership with the Leads and with the Quality Assurance team, ensures quality coaching is delivered to Queue Agents in support of Customer Service Vision.
Coaches and Trains Leads to deliver effective and developmentally focused feedback on performance, meaningful recognition, and how to identify “Stand-Out Moments” that need to be discussed.
Resolve escalated customer problems and complaints from Team, Support Enablement, Sales, or Marketing departments.
Provide input to management by monitoring trends in terms of customer training issues, instrumentation failures, problems, and resolutions.
Ensure that Leads and the Training & Onboarding team are upholding high quality application of laboratory practices and standards in the training of new associates and customers.
Perform on-site visits to customer facilities in support of resolution of escalated concerns in business-critical situations.
Maintain technical knowledge for self and team by attending educational workshops and lectures, manufacturer trainings, and by reviewing industry publications, and sharing learnings with Leads and peers.
Oversees and contributes to thorough documentation within the Customer Relationship Management (CRM) system.
Empowers the team to see client issues through to full resolution independently by creating a workplace culture where it is safe to make mistakes and learn from them.
Uncompromising ethical standards in leadership and business dealings.
Act as coordinator & communicator for Web Support team projects
Setting goals to meet the needs of each associate as well as monitoring the progress of customer cases
Provide guidance for team members on troubleshooting and resolving complex issues
Create and develop flow charts and documentation for associates and assist with maintaining an up-to-date knowledge database.
Provide support to internal teams such as customer support, support enablement, sales & lab associates
Will need to participate with various groups such as IT, Sales, Marketing, Digital Customer Experience, and/or R&D on projects related to but not limited customer-facing Antech Web Applications or practice management software integrations
May need to interact with customers to provide and process information in response to inquiries, concerns, and requests. Resolve escalated customer trouble issues when appropriate.
May be asked to participate in enterprise initiatives and special projects, among others.
Work with PIMS Software engagement resources such as PIMS Project Manager, PIMS Software Integration specialist on current projects as well as possible new endeavors.
Other duties as assigned in support of customer service and retention.
We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.
Education and Experience
High School Diploma or equivalent; bachelor’s degree preferred.
Previous leadership experience is a required
Minimum 4 years of Customer Service experience/heavy phone experience
Previous Technical Support experience a plus
Previous troubleshooting experience with end users preferred
Knowledge, Skills and Abilities
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Must be able to prioritize workflow demands by focusing on those of highest impact and delegating those that can be handled by Specialists to empower and provide differentiated development experience.
Ability to manage customer complaints through problem solving 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 to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
Ability to read, analyze, and interpret scientific and technical information.
Ability to promptly respond to inquiries or complaints from customers, co-workers, or other individuals.
Ability to effectively present information and respond to questions from managers, customers, and the general public.
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 Quality and Training 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 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.
Demonstrates ease in use of various computer and technological applications and learns new applications easily.
Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.
The Target Pay Range for this position is $74,600-$100,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
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 15 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
We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)