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: Remote

Candidate must be located in Loveland, Longmont, or Denver Colorado

Must be bilingual in French

The Target Pay for this position is $28.17- $33.00 Hourly. 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 Onboarding Coordinator delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This role is responsible for providing coordination of onboarding, installation, and training activities for both reference lab and in-house diagnostic customers. The Onboarding Coordinator is responsible for coordinating new customer acquisitions and implementations alongside the commercial team and is also responsible for the coordinated management of new customer on-boarding focusing on the site-surveys and activities inherent to the commercial close through technical installation and implementation, training and post-implementation relationship building activities. This role is pivotal in the delivery of optimal customer experience with regards to both reference lab and in-house diagnostics products and services.

Essential Duties and Responsibilities

Role is responsible for project managing the deployment of customer on-boarding in partnership with the field support specialists team, sales, PIMS integration team, and technical services to ensure a seamless experience for the required installation and onboarding of new reference lab and in-house diagnostics customers.
The role is as performs as the accountable coordinator to ensure all functional tasks are completed and delivered by the responsible teams.
Coordinates the planning and scheduling of Reference Lab Onboarding and In-House Diagnostics Installations, including but not limited to order visibility, on-time delivery of supplies and equipment, installation of in-house diagnostic equipment, and onboarding/install case closure.
Acts as primary contact with customers to coordinate installation project implementation from beginning to end, including but not limited to customer onboarding dates, management of PIMS integration activities, field specialist scheduling, and product availability timelines.
Interfaces with internal and external resources to meet established schedules.
Ensures and measures customer satisfaction throughout the onboarding process. Delivers a high level of customer service to customers to optimize long-term customer retention.
Reviews assigned sales orders for customer contact information, required product delivery, and order accuracy verification.
Maintains overall oversight on changes during the process and adjusts accordingly from initial contact to project completion.
Gathers and compiles pre-install information used in each following stage of the project, alerting leadership team and commercial team to any issues that may interfere with a successful customer onboarding.
Works closely with Leadership Team, Sales Team, Logistics, Freight, Field Specialists, and Customer to assist in making certain everything is ready for the day of install.
Maintains the installation calendar reflecting all activities of the Field Specialists including, installs, customer training, service calls, and vacation time.
Works to schedule installations and service calls to minimize company costs for travel and accommodations.
Ensures all data related to an installation or repair case is promptly and accurately recorded in CRM.
Has working knowledge of the multi-disciplinary functions involved in a company’s commercial process, e.g. sales, operations (supply chain & sales-order processing), field applications support, technical training, etc. as well as the complexities of the customers’ operating environments such a the workflow of the veterinary hospital.

Education and Experience

Vet Tech, Vet Nurse, Vet Assistant, or DVM with relevant veterinary practice experience required
5+ years of product or customer facing experience required
Experience either managing customer technical or commercial support is essential
Clear understanding of stages customer commercial and technical on-boarding
Versed in both reference lab and in-house diagnostic technologies and their application to the routine veterinary practice preferred

Knowledge, Skills and Abilities

Excellent project management skills: can prioritize multiple tasks and goals and ensure the timely, on-target and within- budget accomplishment of onboarding process.
Good interpersonal, verbal communication and influencing skills; can influence without authority
Strong written communication skills
Good business presentation skills; is comfortable and effective when presenting to others, internally or externally
Good negotiation skills: knows how to complete deliverables by working effectively with others internally and externally
Good judgment and decision-making skills; knows how to make trade-off decisions while prioritizing ethics and efficacy
Works well within teams and is effective in collaborating with others internally and externally
Effectively resolves conflicts between individual needs and requirements of the organization
Demonstrates the ability to analyze complex situations and proactively identify opportunities/issues; effectively solves problems that cross functional boundaries

Travel

Travel requirements could be up to 30% of the time with peaks and valleys throughout the year.

Working Conditions

Complete how the job gets done and the way it operates

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.

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.