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 Supervisor, Imaging Technical Support is responsible for enforcing department policies, procedures and ensuring standardized troubleshooting processes and case management guidelines are followed. This position manages front-line technical support specialists by using performance metrics, thorough analysis of data, and 1on1s to ensure department goals are met. Other responsibilities include managing high profile customer escalations and reducing time to resolution to improve the support experience. This position works cross-functionally with other department supervisors and managers when needed to solve customer related issues. This individual will also work with the Manager to identify inefficiencies in the department and make recommendations to improve the effectiveness of the support organization

　　Essential Duties and Responsibilities

　　To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Provides 1on1s for coaching and development

　　Utilizes metrics to drive department performance and Associate development

　　Ensure department policies and procedures are being followed to ensure consistent productivity

　　Participates in building a strong customer support team by utilizing leadership skills and positive influence that is customer focused

　　Possesses ability to mentor team members and coach to service level compliance including hold times, first call resolution, case, and RMA accuracy

　　Identify career path goals, progression and areas that need improvement for personal and professional growth

　　Provide guidance to customer support engineers during complex customer calls to expedite time to resolve

　　Provide a framework for new hires and participate in onboarding while coaching to resources that are available to assist them and how they can excel at their role

　　Monitor the inbound call queue to ensure service level compliance and make queue staffing adjustments as needed

　　Responsible for customer service quality by listening to and rating calls in addition to reviewing individual agent case management for accuracy

　　Responsible for handling escalated customer concerns/inquiries and promoting Sound products and services

　　Handle highly visible customer accounts with urgency without sacrificing quality

　　Deliver agent performance metrics to Customer Support management and make recommendations for improvement or growth

　　Participate in process gap analysis to identify process improvement opportunities

　　Takes independent actions and calculated risks in solving customer issues

　　Adapt to highly dynamic customer support environment that involves prioritization and organization to achieve results

　　Other duties as assigned

　　Education and Experience

　　Bachelor’s or Associate’s degree in a technical field preferred or equivalent work experience

　　Technical certifications a plus(CCNA, MCSE, MCP, or A+ and/or equivalent work experience)

　　2+ Years technical support supervisory or leadership experience in a large support organization

　　2 +Years experience successfully supervising, mentoring and leading peers or subordinate employees

　　Previous experience in Medical Imaging (Ultrasound, CT, and Radiology) is a plus

　　Knowledge, Skills and Abilities

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

　　Ability to handle many tasks at once including heavy phone and email volume

　　Previous technical support supervisory or leadership experience in a large support organization

　　Experience successfully supervising, mentoring and leading peers or subordinate employees

　　Previous experience in hardware and software support strongly desired

　　Manages difficult or emotional customer escalations

　　Detail oriented with strong ability to follow through

　　Excellent organizational and time management skills

　　Strong analytical skills

　　Very strong PC skills and knowledge of MS applications including Excel, PowerPoint, Word and Outlook

　　Works independently while problem solving without sacrificing quality

　　Works well in collaborative environments

　　Ability to provide problem summary and status updates to next level management.

　　The Target Pay Range for this position is $70,000 - $80,000 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 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 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, data base 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.

　　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/)