Technical Support Specialist, Product Technical Support

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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: On-Site

This is an On-Site role based out of our Location in Loveland, Colorado.

The Target Pay for this position is $25.00- $28.00 an hour. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

The Specialty Products Technical Support Agent strives to deliver on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. The Specialty Products Technical Support Agent provides medical and technical support to clinics for products as they relate to animal health care. The Specialty Products Technical Support Agent performs a variety of responsibilities that require sound judgment and patience to provide a high level of efficient customer service while regularly managing a large volume of inbound and outbound calls, faxes and emails. This position works both independently and within a team environment and must be open to input and feedback from colleagues.

Essential Duties And Responsibilities

• Troubleshoots technical issues and resolves customer complaints with veterinarians and veterinary staff, as related to portfolio products and services.
• Responsible for the daily review of patient histories, IgE allergy test results, and immunotherapy recommendations for data entry accuracy and appropriate allergen selection prior to result transmittal to clinics.
• Responsible for inbound and outbound calls regarding patient-specific immunotherapy. This will include discussing results/allergen recommendations, accurately adjusting ingredients when requested by the clinic, discussing standard protocols and pricing for injectable and oral immunotherapy, discussing benefits and differences between serum IgE testing and intradermal testing, and explaining their working knowledge of allergenic cross-reactivities. Refers case consultations to in-house veterinarians, as appropriate.
• Assists veterinarians and veterinary staff regarding infectious disease point of care test protocols, reading results, specificity/sensitivity, and accuracy.
• Promotes health care and disease prevention.
• Maintains diligent recordkeeping within Customer Relationship Management (CRM) database system.
• Work in partnership with Specialty Product Technical Support Veterinarians and other channels within the organization, such as marketing, to create educational tools for customers to promote their understanding of how to integrate allergy into their practice.
• Other duties as assigned in support of customer service, point of care
  
  

Education And Experience

• Minimum of 3 years’ experience in clinical veterinary practice experience with use of Point of Care systems is required.
• Customer care and support experience of at least 2 years.
• Current Veterinary Technology license to practice in Colorado required.
• Associates degree in Veterinary Technology or related field, or equivalent related experience (e.g. years of experience as a Veterinary Assistant).
  
  

Knowledge, Skills And Abilities

• Full knowledge and understanding of Antech’s products and services.
• Consistently displays strong analytical and problem-solving ability.
• Displays excellent communication skills; especially good listening skills.
• Displays a strong customer focus within a team environment.
• Is available to, and works cooperatively with, team members.
• Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
• Consistently displays strong organizational and planning skills, great attention to detail and ability to multi-task.
• Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required. Familiarity with CRM or similar database software program desired.
• Familiarity with or interest in allergy medicine desired.
  
  

Travel

Travel may be required on occasion up to 5% of the time.

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.

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 (http://careers.antechdiagnostics.com/us/en/affirmative-action) .

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.