Dental Support Technical Specialist
Crown Dental - Irvine, CA
posted 4 months ago
About the position
The Dental Support Technical Specialist plays a crucial role in providing technical and application support primarily through phone interactions with system users and technicians. This position requires a strong technical background to effectively assist customers with the installation, operation, troubleshooting, and repair of dental equipment. The specialist must acquire and maintain comprehensive knowledge of the assigned products to ensure expert support and guidance. This role may involve limited travel to assist with installations, escalations, and other support-related tasks, making it essential for the specialist to be adaptable and responsive to customer needs. In this position, the specialist will be responsible for responding to client inquiries regarding system operations, diagnosing hardware and software issues, and recommending or performing remedial actions to resolve problems. Effective communication is key, as the specialist will provide updates and status reports to managers and users through various channels, including voice mail, email, and in-person interactions. Additionally, the role includes recording pertinent information related to product issues and complaints, ensuring that all customer interactions are documented accurately. Training and instruction may also be part of the responsibilities, as the specialist will need to educate customers and dealer personnel on the proper use and maintenance of the equipment. The ability to travel for service calls on equipment that local technicians cannot repair is also a requirement, highlighting the need for flexibility and a willingness to assist in various locations as needed. Overall, this position is ideal for individuals who are passionate about technology and customer service, and who thrive in a dynamic and supportive work environment.
Responsibilities
- Provide technical and application support primarily via phone to system users and technicians.
- Acquire and maintain technical knowledge of assigned products to expertly install, operate, troubleshoot, and repair equipment.
- Respond to client inquiries regarding systems operation and diagnose hardware, software, and operator problems.
- Recommend or perform remedial actions to correct identified problems.
- Provide updates, status, and completion information to managers and users through various communication methods.
- Record all pertinent information regarding product problems and complaints.
- Provide instruction and training to customers and dealer personnel as necessary.
- Travel to perform service calls on problem equipment that local dental service technicians could not repair.
- Perform other duties and assignments as requested to support the technical service function.
Requirements
- Associate's degree or equivalent from a two-year college.
- Minimum of two years related experience in technical support or a similar role.
- Experience in troubleshooting computer hardware and Windows Operating Systems.
- Experience in installing and troubleshooting computer networks is preferred.
- Experience in troubleshooting and servicing electromechanical equipment is a plus.
- Direct customer interaction experience, either on the phone or in-person, is beneficial.
Nice-to-haves
- Experience with dental equipment is a plus.
- Familiarity with customer service best practices.
Benefits
- Dental insurance
- Health insurance
- Paid time off
