Technical Training & Onboarding Specialist

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.

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

The Target Pay Range for this position is $57,400 - $86,600 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget. 

Job Purpose/Overview

The Customer Support Technical Training & Onboarding Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The Onboarding & Training Specialist designs, develops, implements, and maintains multi-modal learning solutions for specific Customer Support teams. Instructional content includes but is not limited to printed materials, e-learning modules, video-based scenarios, instructional webcasts, training videos, mobile learning, and social learning/networking activities. This role requires travel to accommodate the workflow and training needs of the In-House Diagnostics phone based & field based support specialists.

Essential Duties and Responsibilities

• Conduct detailed needs analysis, task analysis, learner analysis, and performance gap analysis to determine appropriate instructional design strategies for assigned team.
• Create training evaluations, knowledge, and performance assessments for most training deliverables.
• Demonstrate advanced knowledge of adult learning theories/principles and instructional design processes.
• Utilizing a Multi-Media approach, build e-learning and training content from scratch.
• Plan, develop, and maintain project documentation such as training plans, storyboards, and scripts for assigned projects.
• Identify technical and communication requirements for all new training programs and support program pilot and implementation.
• Collaborate with team members in Support Enablement as well as other departments to review, understand, and identify training needs for new analyzer technology.
• Collaborate with Technical Content Specialists to maintain training release strategy.
• Maintain training records for all Customer Service employees receiving training.
• Be comfortable training multiple persons on the installation, and maintenance of different analyzers, laboratory tests, and/or imaging equipment if assigned.
• Be comfortable providing training on proper call-center phone etiquette and workflows specific to certain Customer Support teams if assigned.

Education and Experience

• BS/BA degree in related field required, or combination of education and industry experience
• Minimum 2 years of experience as an Instructional Trainer preferred
• Minimum 2 years creating digital content for training or other purposes preferred

Knowledge, Skills and Abilities

• Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
• Ability to effectively shift attention between various tasks, team needs, and business demands.
• Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
• Ability to analyze and pull together patterns to identify areas for improvement
• Strong interpersonal, organizational, negotiation and problem-solving skills
• Excellent verbal and written communication skills
• Demonstrates ease in use of as well as ability to quickly implement various computer and technological applications and learns new applications easily

Travel

Travel requirements could be up to 33% of the time with peaks and valleys throughout the year.

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

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

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