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 one of our offices located in Loveland, Colorado Or Carlsbad, California.
The Target Pay Range for this position is $97,000 - $120,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
Job Purpose/Overview
The Global Sr. Technical Service Engineer IV exemplifies industry leading customer service and support by resolving highly complex medical device issues. This position requires high level of product knowledge and understanding across Antech's Imaging product line. Individuals in this role possess strong troubleshooting technique, data analysis, and problem-solving skills. The primary job function is to serve as the highest level of technical escalation support within the service organization and work as a conduit to the vendor service team and internal R&D.
Essential Duties and Responsibilities
Provide level 4 support escalations from regional teams and customers via phone, email and onsite visits; Serves as the highest level of escalation support within the service organization.
Pull technical service reports from ERP and Salesforce; Create dashboards and KPI's for technical issues.
Ensure Legacy corrective actions and Lessons Learned are captured and documented in knowledge base platform.
Develop new procedures and Best-Known Methods (BKMs) to service new and existing products.
Participate in Engineering Design Reviews when applicable.
Partner with QA/QC group to review and address top field issues.
Drive resolution of key issues gathered from regional teams. Conduct failure analysis and trends and distribute corrective action to internal team.
Participate in beta sites test plans and reporting when requested.
Align with Global Technical Training and content team on overall training plans and documentation across product portfolio.
Participate in official Vendor service training and certifications. Must maintain up to date production knowledge.
Serve as a backup admin on identifying and creating part BOM for service stock
Work with Technical Product Managers to develop and maintain service manuals, service bulletins, and engineering change orders to document product specifications and procedures.
Maintain accurate and detailed records of technical support, service, and vendor interactions and solutions.
Participate as training partner with training team.
Collaborate with field service teams to diagnose and resolve complex technical issues.
Other duties as assigned.
Education and Experience
Requires a bachelor's degree in engineering or equivalent work experience.
Minimum of 7 years of professional experience as a technical product manager, service engineer, or technical support agent in diagnostic imaging or point of care devices required for consideration of senior role.
The ability to understand and apply electronic, mechanical, and networking concepts to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
Knowledge, Skills and Abilities
Technical Expertise: Demonstrating an in-depth understanding of medical devices, repair methodologies, and troubleshooting skills.
Problem Solving: Analyzing complex issues, identifying root causes, and formulating effective solutions. Good critical thinking and analytical skills.
Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with health care professionals, practice owners, and internal stakeholders.
Strong multi-tasking skills, self-sufficiency, resourcefulness is a must for this exciting, fast paced role.
Demonstrated ability to work as part of a team and independently with strong initiative and accountability.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Ability and diligent willingness to enter and 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.
Excellent verbal, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy-to-understand manner.
Excellent organizational skills with ability to follow through and meet deadlines within an entrepreneurial and customer-focused work environment.
Travel
Will there be notable travel in this position? _Yes_ Percent of time: _80__
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 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 including the use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, 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.
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.