Equipment Technical Support Specialist (CAD/CAM)

Argen Corporation

8h•Remote

About The Position

The Equipment Technical Support Specialist provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. Contribute to a close knit team that works together to support each other while providing industry leading customer service and support. The specialist serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners. They are proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages. This role involves providing technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events, as well as incoming phone and email support to answer technical questions related to installation infrastructure. The specialist performs rigorous testing of CAD software to understand software limitations, collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements, and logs all customer inquiries in Salesforce, ensuring technical cases are solved with the client’s best interest in mind. They maintain a 3-hour service level agreement on customer related issues and communicate effectively with the outside sales team and other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceed expectations.

Requirements

Hands-on experience and understanding of CAD/CAM Technologies
Previous experience in technical support function, with Dental CAD/ CAM experience
Ability to communicate advanced topics to multicultural users.
Solution-orientated with ability to effectively multitask in a rapid work environment.
Wide Area Networking Understanding, ability to set up a VPN
Experience Trouble Shooting Windows issues and servers
Experience Remote Accessing PC’s
Comfortable uninstalling and reinstalling software
Excellent Written and Oral Communication Skills
Consistently possess a positive approach and attitude at all service levels.

Nice To Haves

Experience with 3Shape Software preferred
Database (Oracle and MSSQL) administration knowledge a plus.
General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
User-level knowledge on CRM systems a plus, Salesforce preferred

Responsibilities

Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners.
Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
Performs rigorous testing of CAD software to understand software limitations.
Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind.
Maintains a 3-hour service level agreement on customer related issues.
Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.