Product Support Representative I

A-dec, Inc. (USA); Newberg (OR); On-site; USD 42,000 - 63,000; Full time

Job summary

A‑dec, Inc. in Newberg, OR is seeking a customer service technician to provide product and technical support across core equipment, dental furniture, and connected devices.

You will manage orders, quotes, configurations, and policy guidance while delivering exceptional customer experiences. You will troubleshoot issues via phone and email, document defects for root‑cause analysis, and collaborate with teammates and leadership to resolve concerns quickly.

Qualifications

• Customer service experience across multiple channels.
• Experience troubleshooting mechanical/electrical systems is a plus.

Responsibilities

• Provide product and technical support for core equipment and dental furniture.
• Manage order processing, product quoting, configuration, and customer policies.
• Research, troubleshoot, and resolve technical issues via phone and email, escalating when necessary.
• Effectively troubleshoot and resolve customer inquiries, following up for full resolution.
• Report defects for root-cause analysis.
• Address concerns and implement solutions to enhance customer satisfaction.
• Provide guidance to customers and teammates, delivering exceptional experiences.

Skills

Customer experience

Time management

Accountability

Technical troubleshooting

Communication (verbal)

Adaptability

Decision making

Microsoft Office

CRM systems

Tools

Microsoft Office Suite

ERP systems

CRM systems

Job description

Overview

At A-dec, we do more than create high‑quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.

Job Duties and Responsibilities

• Provide product and technical support for all past, present, and expired core equipment, dental furniture, and digitally connected products, including vendor or partner‑manufactured items.
• Manage order processing, product quoting, configuration, and customer policies related to core equipment and dental furniture.
• Research, troubleshoot, and resolve technical issues reported via phone and email, escalating when necessary.
• Effectively troubleshoot and resolve customer inquiries, following up to ensure complete resolution.
• Report all service or product‑related defects promptly, capturing all required information for root‑cause analysis.
• Address concerns, assess outcomes, and implement solutions to enhance customer satisfaction while adhering to company policies and objectives.
• Provide guidance to customers and teammates as needed, consistently delivering exceptional experiences.

Qualifications

• Strong focus on delivering exceptional customer experiences.
• Highly organized with excellent time‑management and prioritization abilities.
• High accountability and ownership of tasks and responsibilities.
• Intermediate technical and problem‑solving skills in pneumatic, hydraulic, electrical systems and basic network connectivity (preferred).
• Intermediate interpersonal and communication skills; collaborative team player with a positive attitude.
• Agile and adaptable to change in a fast‑paced environment.
• Basic product knowledge and understanding of related policies.
• Ability to make informed decisions quickly and effectively.
• Intermediate verbal and written communication skills to interact effectively with customers, team members, and leadership.
• Working knowledge of Microsoft Office Suite (Outlook, Word, Excel).
• General knowledge of enterprise resource planning (ERP) and customer relationship management (CRM) systems.
• Ability to complete all necessary training at the Newberg campus as required.

Education and Experience

• 1–3 years of recent customer service experience, managing customer interactions through multiple communication channels while maintaining high levels of customer satisfaction.
• Proven history of resolving customer concerns, providing accurate information, and ensuring timely follow‑up.
• Preferred experience in technical and mechanical troubleshooting, diagnosing and resolving issues, understanding mechanical systems, and providing technical support.
• Hands‑on experience with product configurations, conducting root‑cause analysis, and utilizing diagnostic tools and resources.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification; it is not to be construed as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. A-dec reserves the right to assign job duties and work hours based on workload, staffing levels, and customer demands.

Background checks and drug screening are required. A-dec is an equal‑opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. A-dec will not discriminate against applicants for inquiries about pay.