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: HybridThis is a Hybrid role based out of our office in Loveland, Colorado, Fountain Valley, California or New York, New YorkThe 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 budgetJob Purpose/OverviewThe 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 ResponsibilitiesThis 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
High School Diploma or equivalent; Bachelor’s degree preferred.
Previous leadership experience required.
Minimum 4 years of customer service or technical support experience, with at least 2 years in a leadership position.
Experience with troubleshooting, technical support, and integration services is highly preferred, particularly in web applications or PIMS environments.
Experience managing cross-functional teams, driving operational improvements, and enhancing customer service is essential.
Knowledge, Skills and Abilities
Strong Communication Skills: Ability to clearly convey technical information to both technical and non-technical stakeholders, including verbal, written, and virtual communication.
Customer-Centric: Excellent customer service skills with a focus on solving complex problems and improving the customer experience.
Leadership and Team Development: Proven ability to mentor and develop a high-performing team, fostering a culture of learning and continuous improvement.
Analytical Thinking: Ability to analyze data, track trends, and use insights to improve team performance and service delivery.
Organizational Skills: Ability to prioritize tasks, delegate responsibilities, and manage team resources effectively to meet business goals.
Troubleshooting Expertise: Strong troubleshooting skills with experience in identifying root causes and resolving technical issues related to web applications and PIMS integrations.
Collaboration: Ability to collaborate with internal and external teams, manage cross-functional projects, and build relationships with key stakeholders.
Proficient in Technology: Comfortably learn and use various technologies, including Freshdesk, Smartsheet, Azure DevOps, and other internal tools used for reporting, ticket management, and system integration.
TravelTravel requirements could be up to 5% of the time with peaks and valleys throughout the year.Working ConditionsThe 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 presentAbout AntechAntech 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/AgenciesAntech 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.