Technical Support Specialist, Imaging

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.

Must be Located in Barrie ON, or Quebec

Job Purpose / Overview

The Technical Support Specialist is responsible for remote troubleshooting of digital radiography hardware, and related software for Sound’s veterinary customers.

This individual has a general understanding of DR, CR, Ultrasound and laser functionality. This individual possesses strong troubleshooting skills, can vet knowns and unknowns by asking simple to complex questions, and is calculated and methodical when problem solving.

This position requires logical and careful dissection of problem descriptions and can walk customers through troubleshooting steps while connected remotely or blind (not connected).

In addition, this individual functions well in a fast paced environment with good case management and call management skills.

Essential Duties and Responsibilities

• Able to understand and diagnose issues, and identify root cause through detailed analysis using both simple and in-depth questioning techniques
• Able to document steps to reproduce accurately
• Utilize strong customer and technical support skills supporting Sound products and services to veterinary medical professionals
• Troubleshoot and solve simple to highly complex hardware and software issues- methodical troubleshooting approach with attention to detail
• Uses CRM to document and track progress on customer issues
• Accurately documents troubleshooting steps, during the call, in customer tickets using CRM
• Thorough and detailed case management skills- clear, concise note taking
• Manages multiple customer tickets without sacrificing accuracy or quality of service
• Operating system and application installation / configuration- high level understanding of product functionality
• Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
• Thorough and detailed issue tracking in customer relationship management software
• Strong call control technique without sacrificing customer service
• Provide Sound customers with product and service information- required to learn and understand wide range of products related to Equine and Small Animal services
• Excellent communication skills and ability to successfully control upset customers
• Work closely with other departments when problem solving
• Highly customer focused with a strong desire to deliver an excellent support experience during every interaction
• Team player that will add value through very high quality and dedication to support team
• Other duties as assigned.

Education and Experience

• A bachelor’s or associate’s degree in a technical field preferred or equivalent experience
• Technical certifications a plus (MCSE, MCP, or A+ and / or equivalent work experience)
• 2 years troubleshooting software and hardware

Knowledge, Skills and Abilities

• Must be Bilingual, French and English
• Strong PC skills and knowledge of MS applications (Outlook, Excel, Word, PPT)
• General knowledge of Microsoft Windows 7, Windows 8 and Windows 10
• General or working knowledge in three or more of the following areas is strongly preferred : MS SQL Server, Remote Desktop, PACS, TCP / IP, and DICOM.
• Previous experience with customer facing ticketing systems (e.g. MS CRM, SalesForce, ServiceNOW)
• Previous experience in medical imaging is a plus; either film or digital radiography
• Excellent written and oral communication skills
• Must be extremely detail oriented, organized, and professional
• Typing skills : 40+ WPM

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 Target Pay Range for this position is $23.08 Hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.