Technical Support Analyst - Large Equipment

Envista Holdings Corporation•Quakertown, PA

1d•$28 - $34•Onsite

About The Position

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. 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.

Requirements

Strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues.
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.
Supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment.
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

Nice To Haves

Understanding and use of CRM systems preferred
Knowledge of SAP preferred
Experience in a related dental or medical x-ray equipment manufacturer field preferred

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.
Documents 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.

Benefits

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.
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!