Antech Diagnostics

Director, Global Service and Support

ID 2021-5055

Overview

 

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For more than 30 years, Antech Diagnostics has been the hallmark of the veterinary industry.  At the heart of Antech is our love for pets. Today Antech is driving the future of pet health as part of Mars Veterinary Health, a family-owned company focused on veterinary care.

 

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.

 

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.

Responsibilities

Director of Service & Support - Global, primary responsibilities include both building the field service, technical and customer support infrastructure, and service organizations for POC and leading the team as the business expands. Build, develop and implement SOP`s and process to ensure a world class customer experience across departments. Develop applications for training and customer care during installation process and ongoing support. Build trouble-shooting process, QA/QC processes and develop service center for instrument repair. Build strong relationships with POC suppliers, wholesale partners for keeping inventory and shipping to customers in the appropriate conditions and timelines. Network, build strong relationships within Antech globally and the Mars eco system, to build best practices and continue the development of the POC technical and customer support organization, processes and experience worldwide.

 

Responsibilities include, but not limited to, the following:

  • Develop, oversee, and own all aspects of global client support to include service depot, technical call center and field implementation/service team
  • Create overall customer service vision and strategy for new business unit
  • Define, plan and execute organizational goals and objectives of each area within the service department to ensure high customer satisfaction
  • Overall responsibility to hire, train, develop staff both independently and through direct reports to build a high performing, engaged team
  • Oversee the creation of effective SOPs and process within each service area
  • Develop service level agreements with OEM’s to support escalations, equipment repairs, and warranties. 

·         Maximize effectiveness of global service organization to drive a best-in-class customer experience for end users Responsible for technical and customer support teams, customer relationships upon sale completion and coordination of POC install and its components.

  • Implement/deploy necessary automation tools to support operation of all functional service areas.
  • Establish performance targets and standards to drive team performance
  • Work directly with product management, operations, and marketing team to ensure customer service opportunities and issues are addressed and/or expedited
  • Develop service level agreements with OEM’s to support escalations, equipment repairs, and warranties. 
  • Maintain relationships with internal and external influencers to ensure customer satisfaction. 
  • Collaborate with Quality team to reach and maintain company Quality goals
  • Coordinate among functional areas to identify and optimize customer experience by understanding interactions, revising scripts and process mapping for efficiency
  • Responsible for accurate and timely customer response to ensure high customer experience and overall excellence in department.
  • Adapt and adjust as business grows and react quickly.to market demands to remain competitive
  • Responsible for department financials budget and drive to ensure budget requirements are maintained

·         Manage expenses for reimbursement and clerical reporting of tasks.

·         Perform other duties as assigned

Qualifications

 

  • At least 8 years of experience developing and leading a customer service/experience team. Veterinary experience preferred.
  • Experience in clinical diagnostics (veterinary preferred)   
  • Previous Business and/or Market management experience (veterinary preferred)
  • Ability to drive performance improvement with quantitative data
  • Analytical and critical thinker 

·         Ability to multi-task and handle heavy workload (including travel, phone, e-mail, data entry).

·         Experience of management and leadership of teams, employees and people.

  • Proven experience in building teams and driving change
  • Experience in process mapping and redesign and organization effectiveness

·         Proven ability to follow through and resolve issues.

·         Ability to work independently with minimal supervision.

·         Must be willing to be a team player.

·         Previous veterinary medicine background preferred and prior customer service and technical support experience required.

·         Experience in building technical and customer support teams, infrastructure, SOP`s and required processes.

·         POC installation and service experience preferred.

·          Must possess good interpersonal skills with a customer service-oriented attitude.

·         Must have strong planning & organizational skills with good attention to detail.

·         Proven ability to follow through and resolve issues.

·         Ability to work independently with minimal supervision.

·         Must be willing to be a team player.

·         Be able to work in a sometimes-ambiguous business environment

 

Education

  • BS/BA degree in related field preferred.

Physical Requirements

  • Domestic and international travel required (up to 60%).
  • Occasional lifting up to 65bs. and pushing/pulling up 90 lbs.
  • Both office and non-office work environment at clinical settings and working with animals.

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