Technical Support Field Engineer - San Francisco, CA

Dentsply Sirona; San Francisco (CA); On-site; USD 50,000 - 56,000; Full time

Job summary

Dentsply Sirona is seeking a Technical Support Field Engineer to provide on-site support for Imaging, CAD/CAM, and Treatment Center customers. You will evaluate hardware and software issues, apply product expertise, and train dealer technicians to service equipment.

The role requires self-drive, strong problem-solving and the ability to travel for installations, maintenance and repairs. You will maintain records, work with teams, and respond to customer inquiries with prompt, accurate solutions

Qualifications

• Minimum 2-year college degree required, or equivalent work experience; Bachelor’s preferred.
• Certifications such as CompTIA or Cisco are a plus.
• Minimum 4 years of field experience in a technical environment (medical/dental equipment preferred).
• Proficient with Word, Excel, PowerPoint; SQL database usage; knowledge of network utilities.

Responsibilities

• Provides on-site installation, maintenance, and troubleshooting for imaging, CAD/CAM and treatment center products.
• Offers guidance to customers on installation, operation, troubleshooting and repairs.
• Administers technical functions, tests equipment, and ensures regulatory compliance.
• Demonstrates system functionality and addresses customer issues and complaints.
• Responds to inquiries about system operation and diagnoses hardware/software problems.
• Maintains technical knowledge across assigned products to enable setup, operation and repair.
• Performs remedial actions, tests equipment, generates reports, and may modify designs.
• Provides updates to managers and users; records information in issue-tracking systems.
• Acts as a resource for other departments needing technical information.
• Installs, repairs, maintains equipment; trains customers on proper use.
• Travels for service calls; overnight travel as needed.
• Works on special projects; performs other duties to support service function.

Skills

Problem-solving

Interpersonal communication

Analytical thinking

English fluency

Education

2-year college degree

Bachelor’s preferred

Tools

SQL

Wireshark

Microsoft Office

Database management

Job description

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

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 and use technology and product expertise to provide solutions. The successful candidate must be self-driven, have strong critical thinking and problem-solving skills, and be capable of working independently or as part of a team. Provides situational training to dealer technicians and customers to improve their ability to service Dentsply Sirona equipment. Travels to support customer installations preventative maintenance, and repairs as needed, including overnight travel as needed. Maintains accurate records in the repair database. Provides remote phone support for customers and dealer technicians as needed.

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 of 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 our 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

• Excellent oral and written communication skills (fluent in English – written and spoken)

• Demonstrates a high-level of interpersonal skills and the ability to interact with customers, employees, and others in a professional and tactful manner

• Ability to deal with problems involving several concrete variables in standardized situations.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Pay Range: $36.06-40.87/hourly rate

Dentsply Sirona is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

For California Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at [e-mail]