Technical Support Field Engineer - Denver, CO

Dentsply Sirona; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Dentsply Sirona is looking for a Technical Support Field Engineer to provide on-site support for imaging, CAD/CAM, and treatment center customers. The ideal candidate will have a minimum of 4 years of experience in a technical environment and strong problem-solving skills. This role involves travel to customer sites, conducting preventative maintenance, and providing training to customers.

The candidate should be self-driven and possess excellent communication abilities, along with relevant technical skills. A 2-year degree or certification in biomedical equipment technology is required.

Qualifications

• Minimum of 4 years' experience in a technical environment, preferably with medical/dental equipment.
• Ability to read and understand electrical diagrams and installation planning diagrams.
• Experience in complaint handling within the medical device industry.

Responsibilities

• Provides on-site installation, troubleshooting, and support for Dentsply Sirona products.
• Conducts preventative maintenance and repairs on dental/medical equipment.
• Travels to perform service calls and provides technical training to customers.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Communication skills

Education

2-year College Degree

Biomedical equipment technology certification

Tools

Microsoft Office (Word, Excel, PowerPoint)

SQL Database software

Wireshark

Job description

Requisition ID

83315

Summary

The Technical Support Field Engineer provides on‑site technical support for Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers and authorized dealer technicians. Evaluates and analyzes hardware and software issues using product expertise to provide effective solutions. The successful candidate must be self‑driven, possess strong critical thinking and problem‑solving skills, and be able to work independently or as part of a team. They provide situational training to dealer technicians and customers to improve their ability to service Dentsply Sirona equipment, travel to support customer installations, perform preventative maintenance and repairs as needed (including overnight travel), maintain accurate records in the repair database, and provide remote phone support as required.

Key Responsibilities

• Provides site assessments, on‑site installation, preventative maintenance and troubleshooting to Dentsply Sirona Imaging, CAD/CAM and Treatment Center customers.
• Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting and repairing assigned products.
• Administers technical functions, tests equipment, handles repairs, conducts site inspections, engages with clients, and ensures compliance with all regulatory requirements.
• Demonstrates system functionality to customers and responds to customer issues and complaints.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly install, operate, troubleshoot, and repair the equipment.
• Recommends or performs minor remedial actions to correct problems, including troubleshooting, testing equipment, generating reports, and modification of designs.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users via voice mail, e‑mail, or in‑person communication.
• Records all pertinent information received on product problems and complaints.
• Acts as a resource for other departments to request technical information and assistance regarding the assigned products.
• Installs, repairs, and maintains customers’ equipment; trains customers on how to properly use equipment.
• Travels to perform service calls on equipment on short notice as needed (may include overnight travel).
• Works on special projects as assigned.
• Performs other duties and assignments as requested to support the technical service function.

Education

• Minimum 2‑year College Degree required; or certification in biomedical equipment technology, applied engineering, or technology field, or equivalent work experience; Bachelor’s Degree preferred.
• Certifications/Licensing: CompTIA, Cisco, or similar certifications are a plus.

Years And Type Of Experience

• Minimum of 4 years’ experience of field experience in a technical environment (medical/dental equipment experience preferred).

Required Computer Skills

• Microsoft Office: Word, Excel and PowerPoint.
• SQL Database software.
• Internet and Email Applications.
• Database Management and ability to write queries a plus.
• Wireshark experience a plus.

Key Required Skills, Knowledge, And Capabilities

• Demonstrated ability to read and understand electrical diagrams, data flows, and installation planning diagrams.
• Demonstrated ability to use the tools and technology needed to complete installations and repairs.
• Excellent knowledge of mechanical, electrical and mathematical skills.
• Exceptional interpersonal, communication, and problem‑solving skills a must.
• Strong analytical and critical thinking skills.
• Excellent problem‑solving skills; strong multitasking abilities.
• Experience with Complaint handling in medical device or similar regulated industry.
• Working knowledge of designs and features of medical/dental devices.
• Flexible and able to respond to changes to meet business needs.
• Ability to be versatile and service‑oriented.
• Ability to remain calm in challenging situations.
• Understands and leverages training provided to solve complex challenges for customers.
• Coachable and participates in the feedback process.
• Ability to meet the challenges of a fast‑paced and demanding environment.
• Strong business acumen.
• Strong oral and written communication skills, including the ability to explain complex technical, mechanical, and electrical information to end users and trained technicians.

Equal Opportunity Employer

Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility

All successful applicants must be eligible to work in the country the position is based.