Global Sr. Technical Service Engineer IV

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: Hybrid

This is a Hybrid role based out of one of our offices located in Loveland, Colorado.

The Target Pay Range for this position is $97,000 - $120,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

The Global Sr. Technical Service Engineer IV exemplifies industry leading customer service and support by resolving highly complex medical device issues.  This position requires high level of product knowledge and understanding across Antech’s Imaging product line.  Individuals in this role possess strong troubleshooting technique, data analysis, and problem-solving skills.  The primary job function is to serve as the highest level of technical escalation support within the service organization and work as a conduit to the vendor service team and internal R&D.

Essential Duties and Responsibilities

• Provide level 4 support escalations from regional teams and customers via phone, email and onsite visits; Serves as the highest level of escalation support within the service organization.

• Pull technical service reports from ERP and Salesforce; Create dashboards and KPI’s for technical issues.

• Ensure Legacy corrective actions and Lessons Learned are captured and documented in knowledge base platform.

• Develop new procedures and Best-Known Methods (BKMs) to service new and existing products.

• Participate in Engineering Design Reviews when applicable.

• Partner with QA/QC group to review and address top field issues.

• Drive resolution of key issues gathered from regional teams. Conduct failure analysis and trends and distribute corrective action to internal team.

• Participate in beta sites test plans and reporting when requested.

• Align with Global Technical Training and content team on overall training plans and documentation across product portfolio.

• Participate in official Vendor service training and certifications. Must maintain up to date production knowledge.

• Serve as a backup admin on identifying and creating part BOM for service stock

• Work with Technical Product Managers to develop and maintain service manuals, service bulletins, and engineering change orders to document product specifications and procedures.

• Maintain accurate and detailed records of technical support, service, and vendor interactions and solutions.

• Participate as training partner with training team.

• Collaborate with field service teams to diagnose and resolve complex technical issues.

• Other duties as assigned.

Education and Experience

• Requires a bachelor’s degree in engineering or equivalent work experience.

• Minimum of 7 years of professional experience as a technical product manager, service engineer, or technical support agent in diagnostic imaging or point of care devices required for consideration of senior role.

• The ability to understand and apply electronic, mechanical, and networking concepts to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.

Knowledge, Skills and Abilities

• Technical Expertise: Demonstrating an in-depth understanding of medical devices, repair methodologies, and troubleshooting skills.

• Problem Solving: Analyzing complex issues, identifying root causes, and formulating effective solutions. Good critical thinking and analytical skills.

• Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with health care professionals, practice owners, and internal stakeholders.

• Strong multi-tasking skills, self-sufficiency, resourcefulness is a must for this exciting, fast paced role.