Technical Support Analyst

Job Opportunity At Dexis

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, 401K with exceptional company match starting day one, community involvement opportunities & employee appreciation events, a newly renovated, state of the art, climate-controlled facility, a newly built 1200 sq ft fitness room, gourmet coffee, beverages, snacks, and lunches available in our café, and an employee lounge with pool table, shuffleboard, and skeet ball for downtime and employee fun.

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.

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.

Most Important Competencies Required

• Diplomacy/Teamwork – Easy to work with, a team player, positive "can do" attitude. Project confidence and credibility. Must also be willing and able to work closely with peers and management.
• Initiative – Self-motivated. Ability to identify a problem and seek out solutions to issues.
• Communication/Soft Skills - Must be able to effectively communicate in both written and verbal forms, as well as have the ability to engage customers verbally in a professional and patient manner.
• Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

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.

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

Target Market Salary Range: $19.10 - $28.70 per hour

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. Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.