Manager, Web Applications & PIMS Support

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 : Hybrid

This is a Hybrid role based out of our office in Loveland, Colorado, or Fountain Valley, California

The Target Pay Range for this position is $74,600 - $100,970 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget

Job Purpose / Overview

The Manager of Web Applications and PIMS Support leads the customer-facing Web Applications Support team, ensuring high-quality support for technical issues related to Antech Web Applications and Practice Management Software (PIMS) integrations. This role involves overseeing a team that addresses customer concerns, resolves root-cause problems, advances escalated issues and supports PIMS providers with software integrations. Additionally, the manager works closely with the Commercial, IT, and Digital Experience teams to drive team engagement, development, and maintains a strong talent pipeline within Customer Support and other departments. The position combines leadership, technical expertise, and a customer-centric approach, ensuring the team delivers exceptional service while contributing to process improvements and cross-functional collaboration.

Essential Duties and Responsibilities

This position offers an exciting opportunity to play a key role in supporting web applications and PIMS integrations while developing a strong, customer-oriented team. If you are passionate about leading teams, optimizing support processes, and delivering exceptional customer service, we encourage you to apply.

• Lead, mentor, and develop the Web Support and PIMS Integration team, ensuring performance goals are met through training, coaching, and ongoing development.
• Act as the subject matter expert for team processes, ensuring smooth collaboration with internal teams (IT, Sales, Marketing) and external consultants.
• Oversee team performance, including ticket management, escalation processes, and issue resolution, implementing improvements to enhance service efficiency and customer satisfaction.
• Empower the team to independently resolve client issues, fostering a culture of learning and continuous improvement.
• Monitor trends in customer issues and provide actionable feedback to management for process and service enhancements.
• Develop and maintain documentation, knowledge databases, and training materials to support team growth and customer education.
• Collaborate with internal stakeholders to identify and address service gaps, streamline integration requests, and drive cross-departmental projects for improved customer service.
• Track and analyze key performance metrics, such as ticket volume, resolution time, and customer satisfaction, to guide performance improvements.
• Manage troubleshooting efforts for complex web applications and PIMS integrations, ensuring minimal disruption to customer operations and timely issue resolution.
• Foster a customer-first mindset, ensuring high-quality service and maintaining professionalism and empathy in all client interactions.

Education and Experience

Knowledge, Skills and Abilities

Travel

Travel requirements could be up to 5% 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 15 pounds.

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 .

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.

Salary : $74,600 - $100,970