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.

　　If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

　　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.

　　The Target Pay Range for this position is $58,600-$70,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

　　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

　　We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

　　We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers (https://www.antechdiagnostics.com/about/careers/)