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Technical Support Specialist - Loveland, United States - VCA
Description
Technical Support Specialist – In-House Diagnostics page is loadedTechnical Support Specialist – In-House Diagnostics
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locations
Heska - Loveland
time type
Full time
posted on
Posted Yesterday
job requisition id
R
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.
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.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
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 ofMarsScience & Diagnostics, a family-owned company focused on veterinary care.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.Job Purpose/Overview
The Customer Support
Technical Support Specialist
delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support.
This position's primary job function is to provide complete and concise support to Antech customers through various media such as over the phone, via email, and through chat support tools
as it relates to support of the in-house diagnostic
s (IHD)
portfolio
.
Essential Duties and Responsibilities
Resolves customer problems via telephone, chat, and email by troubleshooting and
facilitating
remote
repair
of equipment or response to
customer
inquir
ies
.
Trains and educates customers on the proper use and expectations of
equipment and software
.
Troubleshoots and resolves software integration issues.
Provides "first class" customer service.
Provides historical information by thoroughly documenting
all customer interactions
in our CRM software.
Provides on-call / after-hours support on a rotating basis.
Works with other
team
members to gain and offer insight during the troubleshooting process and to brainstorm about how to resolve current problems and trends.
p
articipate
in training of new hires
when needed
.
May be requested to
p
articipate
in wet labs
or demos
at veterinary conferences
or academies
.
Maintains technical knowledge by attending educational workshops, continuing education classes, and other
trainings
.
Education
and
Experience
Associates degree in Veterinary Technology
or related field, or equivalent related experience
preferred
.
Certification
/Licensure/Registration
in Veterinary Technology preferred
.
Minimum of 2 years' experience in animal hospital
or related
setting required
.
Additional
experience and special interest in
veterinary diagnostic equipment (such as in-clinic laboratory
and/
or radiology)
is desirable.
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.
Proven ability to work effectively with end users is
required
.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Ability to manage customer technical issues 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.
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
.
Travel
No travel is expected for this position
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 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
The Target Pay Range for this position is $58,600-$75,000 annually. At Mars, pay decisions are
determined
using factors such as relevant job-related skills, experience, education,
training
and budget.
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.
Full-time employees are eligible for the following benefits and more:
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
Paid Time Off & Holidays
Tuition/Continuing Education Reimbursement
Life Assistance Program
Pet Care Discounts
Several other health and wellness benefits
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
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
About Us
For over 30 years, Antech Diagnostics has been the hallmark of the veterinary industry providing the highest level of service, accurate results, and state-of-the-art technology.
Join our team of experts committed to providing the very best in diagnostic services.
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