Senior Equipment Service Technician - Indianapolis

Henry Schein; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

HenrySchein, Inc. is seeking an Equipment Service Technician to fulfill repair and service responsibilities across dental equipment in practitioner offices.

You will troubleshoot advanced issues, install equipment as needed, and lead on-site service tasks to ensure top-tier customer experiences. Responsibilities include maintaining tools and inventory, submitting detailed service reports, and completing paperwork accurately.

Qualifications

• Must have 3 or more Level1 Certifications determined by ROM/ZOM.
• 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 HenrySchein, customers, contractors and EPM.
• Must demonstrate lead technician capabilities.

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.

Skills

Level1 Certifications

Cross-certifications

Lead technician

Troubleshooting

Customer service

Education

High School Diploma

Associates degree preferred

Tools

Digital X-ray

Digital CAD/CAM

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 Level1 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 HenrySchein, 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 HenrySchein, 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.)
• 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 HenrySchein 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.

Equal Employment Opportunity

HenrySchein, 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.

Over 90 years ago HenrySchein borrowed $500 to start a corner pharmacy in Queens, NewYork, nearly 30 miles from Melville, NewYork, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. HenrySchein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company’s network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 TeamSchein Members, who are critical to our success and are at the core of our TeamSchein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.

HenrySchein embraces diversity and is committed to providing equal opportunity to employees and applicants.

WORK ARRANGEMENTS

• Work From Home: Work is performed directly from the TSM's home office.
• Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.
• Onsite: Work is performed exclusively at a company facility.
• Field: Position requires traveling to different locations within a specific geographic territory, as assigned.