Product Support Representative I

A-dec, Inc. (USA); Newberg (OR); On-site; USD 42,000 - 56,000; Full time

Job summary

A-dec, Inc. (USA) seeks a Product Support Representative I to support domestic customer service and sales teams, focusing on past and present products.

You will troubleshoot, analyze, and resolve inquiries, providing technical support across core equipment and dental furniture. Role emphasizes delivering exceptional customer experiences, with emphasis on listening to customer needs, timely follow-up, and adherence to company policies.

Qualifications

• 1–3 years of recent customer service experience.
• Experience handling customer inquiries through multiple channels.
• Technical and mechanical troubleshooting preferred.
• Experience with product configurations and root cause analysis.

Responsibilities

• Provide exceptional customer experiences in every interaction.
• Troubleshoot and resolve customer inquiries promptly and accurately.
• Offer technical support for past, present, and related products.
• Assist with quotes, orders, product configuration, and policy explanations.

Skills

Customer service

Time management

Problem solving

Communication

Team player

Education

General education

Tools

Microsoft Office

ERP systems

CRM systems

Job description

Overview

The Product Support Representative (PSR) I primarily supports domestic customer service and sales team inquiries, focusing on A-dec's past and present products.

JOB DUTIES AND RESPONSIBILITIES

• Ensures every customer interaction is handled with the utmost care and professionalism, consistently delivering exceptional experiences by actively listening, understanding customer needs, and providing solutions promptly and effectively.
• Effectively troubleshoots, analyzes, and resolves customer inquiries promptly and accurately, routinely following up with customers to ensure issues are fully resolved.
• Provides technical support and troubleshooting for all past, present, and expired core equipment, dental furniture, and digitally connected products. This may include vendor or partner-manufactured products.
• May support multiple product categories such as Clinical or Mechanical Room.
• Reports all service or product-related defects promptly, capturing all necessary and required to assist with root cause analysis and ensure timely resolution.
• Assists customers with generating quotes, processing orders, configuring products, and understanding policies related to core equipment and dental furniture, ensuring a seamless and informed customer experience.
• Addresses concerns, assesses outcomes, and implements solutions to enhance customer satisfaction while adhering to company policies and objectives.
• Seeks guidance from others as needed.
• Consistently delivers exceptional customer experiences.

QUALIFICATIONS

• Knowledge, Skills, and Abilities
• Strong focus on delivering exceptional customer experiences.
• Highly organized with excellent time management and prioritization abilities.
• High level of accountability and ownership of tasks and responsibilities.
• Intermediate technical and problem-solving skills in pneumatic, hydraulic, electrical, and basic knowledge of network connectivity is 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.
• Exhibits intermediate verbal and written communication skills to effectively interact 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).
• Ability to complete all necessary training at the Newberg campus as required.

Education and Experience

• Generally, requires 1-3 years of recent customer service experience, demonstrating a strong ability to manage customer inquiries and issues professionally and efficiently.
• Experience in managing customer interactions through various communication channels maintaining high levels of customer satisfaction, and consistently delivering exceptional customer experiences.
• Proven history of effectively resolving customer concerns, providing accurate information, and ensuring timely follow-up to enhance overall customer satisfaction.
• Preferred experience in technical and mechanical troubleshooting, including diagnosing and resolving issues, understanding mechanical systems, and providing customer technical support.
• This includes hands-on experience with product configurations, conducting root cause analysis, and effectively 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 days and hours of work based on factors such as workload requirements, staffing levels, and customer demands.

Company Culture

At A-dec, we value our people and show it by prioritizing an inclusive culture, total well-being, and opportunities for learning and career advancement. A background check and screen for the illegal use of drugs is 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. In addition, A-dec will not discriminate against applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another.

*VEVRAA Federal Contractor” A-dec is interested in qualified candidates authorized to work in the United States for US-based positions. We are unable to sponsor or take over sponsorship of employment visas.

Vision & Aspirations

What's your next thing? You are a dreamer. A doer. The one who never stops seeking a better way. You are the kind of person we are looking for to join our team. If you know A-dec, you know that we are a global, family-run company with a big name in the dental industry. But we didn't get here by settling for the status quo. We are perpetually pursuing ways to improve our products and consequently, the lives and well-being of our doctors and patients. A-dec encourages collaboration, believing that curiosity leads to innovation, and diversity and cross-function create the unexpected. We work hard. We play hard. And we never forget that the time you balance outside of work shapes and defines you as a person. Let's make a difference together.