Veterinary Diagnostic Support Coordinator

4 weeks ago

Loveland, Ohio, United States Antech Diagnostics Full time

Job Summary:

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.

Key Responsibilities:

  • Project managing the deployment of customer onboarding 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.
  • Coordinating 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.
  • Acting 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.
  • Ensuring and measuring customer satisfaction throughout the onboarding process. Delivering a high level of customer service to customers to optimize long-term customer retention.

Requirements:

  • 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

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 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

Benefits:

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

Equal Opportunity Employer:

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers

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