Technical Support Analyst - Large Equipment

Job Opportunity At DEXIS Envista

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression. We also offer competitive pay and bonuses, PTO, sick time, and paid holidays, competitive leave policies including but not limited to sick, jury duty, bereavement, personal, and parental leave. Medical, dental, and vision insurance benefits effective day one!! Plus, 401K with an exceptional company match starting day one!!!! Community involvement opportunities & employee appreciation events. Newly renovated, state of the art, climate-controlled facility. Newly built 1200 sq fitness room. Gourmet coffee, beverages, snacks, and lunches are available in our café. Employee lounge with pool table, shuffleboard, and skeet ball for downtime and employee fun!

Position Summary

The primary function of this position is to independently support and perform technical duties related to DEXIS 3D Large Equipment imaging products by resolving customer questions, problems, or concerns.

Essential Duties and Responsibilities

• Troubleshoot basic 3D software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
• Update existing 3D dental X-ray equipment, software, firmware, and/or hardware remotely and/or on site.
• Answer & resolve inbound calls, emails, and chats pertaining to all 3D equipment.
• Provide customer support including training, servicing, and quality assurance regarding all 3D products and software.
• Document and log all calls in the CRM system with the upmost detail.
• Document and manage product development issues to resolution.
• Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of dealer technician.
• Collects data or provides basic reports to management pertaining to any 3D hardware or software.
• Performs other duties and tasks as assigned by their supervisor/manager.

Job Requirements

Education and/or Experience:
• High school diploma or equivalent
• Experience in troubleshooting hardware/software in a technical-related field
• Minimum of 1-2 years' work experience in a customer support role or equivalent
• Intermediate knowledge with MS Office; Word and Excel required
• Understanding and use of CRM systems preferred
• Knowledge of SAP preferred
• Experience in a related dental or medical x-ray equipment manufacturer field preferred

Qualifications

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (9am – 6pm EST Mon-Fri), holidays, and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment.

Target Market Salary Range

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans. $48,200 - $70,100

Operating Company

DEXIS Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.