JOB OVERVIEW:

This position is responsible for providing remote technical support to customers, Technicians and field sales teams on the service of all equipment in the practitioner's office with the focus on excellent customer service. Triage, diagnose and resolve technical issues remotely to drive service success that improves customer satisfaction, first time fix rate, response times and customer uptime. Manage more complex cases, troubleshoot and resolve issues at a higher level. May support additional products.

KEY RESPONSIBILITIES:

• Provide responsible remote repair services to our customers in a courteous and professional manner including escalation and more advanced/difficult issues.
• Provide remote monitoring for Early Warning System (EWS) including trend analysis, customer contact, remote resolution and scheduling field technician.
• Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
• Comprehend customer requirements and decide appropriate recommendations to optimize the customer experience.
• Act as EST Mentor. Assist with new hires and junior technicians to provide technical support, guidance and training as required to ensure quality customer service is being provided.
• Produce timely and detailed service reports.
• Attend all required training, which includes nut not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Communicate in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Complete all work orders in a timely manner. This review includes the time spent on the phone, status of the call, any work performed, parts ordered, and parts to be ordered. All work orders should be closed daily and submitted for billing.
• Participate in special projects and perform other duties as required.

• Good judgment, sound analytical ability, evaluation, originality and ingenuity required to perform tasks.
• Expert troubleshooting skills
• Frequently apply the fundamental concepts, practices, and procedures of dental repair field.
• Work on problems of complex scope and impact where analysis of situations or data requires a review of a variety of factors.
• Analyze possible solutions using standard procedures to solve a range of straightforward problems; may recommend solutions to challenges; apply company policies and procedures to resolve a variety of routine and non-routine issues
• Demonstrate good judgement within defined procedures and practices for obtaining solutions.
• Self-motivated candidates that have a record identifying improvement opportunities
• Must have the ability to mentor other technicians.
• Must demonstrate lead technician capabilities.
• Must work well independently.
• Build productive internal/external working relationships.
• Strong mechanical background. Service and install experience. Must have achieved and demonstrated expertise in an equivalent area to a Senior Technician.
• Proven ability to act as liaison between Henry Schein, customers, contractors, and EPM.
• Oral communication and presentation skills.
• Proven ability to work with confidential information.
• Advanced computer skills.
• Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.).
• Must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

• Basic understanding of industry practices
• Excellent time management skills and the ability to prioritize work
• Ability to set clear team goals, delegate tasks and set deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arranges activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Good analysis and problem solving skills
• Oversee multiple and/or complex projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization