Senior Equipment Service Technician - Indianapolis

Henry Schein; Indiana; On-site; USD 70,000 - 90,000; Full time

Job summary

Henry Schein is seeking an Equipment Service Technician to repair and service dental equipment in practitioners’ offices, delivering excellent customer service and driving satisfaction and retention. You will handle complex repair cases, perform on-site installations and tests, and escalate issues as needed.

Responsibilities include maintaining tool readiness, managing van inventory, producing service reports, and coordinating with dispatch and customers.

Qualifications

• 7+ years in the dental industry with strong mechanical background.
• Service and installation experience and CIT certification or equivalent.
• Strong troubleshooting and customer service focus.
• Ability to administer work orders, reports and billing documentation.
• Ability to mentor other technicians and lead on-site activities.
• Excellent oral communication and professional presentation.

Responsibilities

• Provide repair services to customers in a courteous and professional manner, including escalation.
• Provide and maintain tools for installation and repair services.
• Lead on-site installation, repair, maintenance and testing tasks.
• Diagnose errors and determine proper solutions through troubleshooting steps.
• Recommend solutions to optimize the customer experience.
• Mentor junior technicians and ensure quality service.
• Maintain van inventory and produce detailed service reports.
• Complete work orders, review with customers, and close for billing.

Skills

Level 1 Certifications

Cross Certification

Preventative Maintenance

Troubleshooting

Lead Technician

Mentor Team

Oral Communication

Advanced Computer Skills

Liaison

Independent Work

Confidential Handling

Repair Expertise

Education

High School Diploma

Associates Degree or Technical Certification

Tools

Digital X-ray

CAD/CAM

Concur

eTime

RMA Tracking

Job description

JOB OVERVIEW:

This position is responsible for fulfilling all aspects in the repair and service of all equipment in the practitioner's office with a focus on excellent customer service. Drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Manage more unique and complex repair cases, troubleshoot, and resolve issues at a higher level and support additional products.

KEY RESPONSIBILITIES:

• Provides repair services to customers in a courteous and professional manner including escalation and more advanced and difficult issues. May also provide installation services to customers on an as needed basis.
• Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
• Provides leadership to team members and manages all on site installation, repair maintenance and test tasks.
• Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
• Comprehends customer requirements and make appropriate recommendations to optimize the customer experience.
• May assist with other more junior technicians’ assignments as required to ensure quality customer service is being provided
• Maintains and manages proper levels of inventory in van.
• Produces timely and detailed service reports.
• Attends all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Complies with all OSHA regulations as outlined in the OSHA manual and training. Maintains and utilizes personal protective equipment when needed.
• Communicates in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Completes all work orders in a timely manner. The work order should be reviewed with the customer or a responsible staff member prior to departure. This review should include the time in the office, work performed, parts replaced, and parts to be ordered. All work orders should be closed daily and submitted for billing.
• Submits all job-related paperwork within the required timeframes. This includes but is not limited to FDA Forms, expense reports, and any other required paperwork.
• Complies with all terms of the Fleet Management Policy including maintenance and accident management policies.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:

• Must have 3 or more Level 1 Certifications which were determined by the ROM/ZOM based on business need
• Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.)
• Proven ability to present preventative maintenance to customers
• Proven ability to administer timely and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
• Ability to act as liaison between Henry Schein, customers, contractors and EPM
• Must demonstrate lead technician capabilities

GENERAL SKILLS & COMPETENCIES:

• Must work well independently
• Expert troubleshooting skills
• Proven ability to work with confidential information
• The ability to act as liaison between Henry Schein, customers, contractors, and EPM
• Must demonstrate lead technician capabilities
• Must have the ability to mentor other technicians
• Oral communication and presentation skills
• Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA’s, 2579 reporting, etc.)
• Proven ability to work with confidential information.
• Expert troubleshooting skills
• Advanced computer skills

WORK EXPERIENCE:

Typically, 7 or more years of dental industry experience with demonstrated proficiency. Strong mechanical background. Service and install experience. Must have achieved and demonstrated expertise in an equivalent area to a CIT certification.

PREFERRED EDUCATION:

Typically, High School education, vocational training and/or on-the-job training. Associates degree or Technical School Certification is preferred.

TRAVEL / PHYSICAL DEMANDS:

The Equipment Service Technician (EST) position will require the delivery, installation and repair of Equipment involving Henry Schein customers. Technicians will be expected to maneuver large equipment as needed. The physical nature of the position, at times, may require substantial and/or repetitive bending, stopping, lifting and climbing of ladders.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: