Technical Support Representative

Envista; United States; Remoto; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Envista is seeking a Remote Technical Support Representative to assist customers, laboratories, clinicians, and internal partners with Nobel Biocare’s implant, restorative, and digital workflow solutions.

The role emphasizes diagnosing issues, delivering timely solutions, and educating users on products and software. You will work with teams across Customer Care, Sales, Clinical Affairs, Manufacturing, and Product Management to improve satisfaction and outcomes.

Competenze

• Diploma or equivalent combination of education and experience preferred.
• 3–5 years of experience in technical support, dental laboratory operations, digital dentistry, CAD/CAM technology, healthcare technology, or related field.
• Experience supporting software, technical products, digital workflows, or customer-facing technical solutions.
• Prior experience in dental, medical device, healthcare, or laboratory industry strongly preferred.

Mansioni

• Provide technical support for Nobel Biocare products, digital workflows, software applications, and restorative solutions.
• Troubleshoot and resolve customer, laboratory, and clinician inquiries related to products, software, equipment, and workflows.
• Guide customers through issue resolution by identifying root causes and recommending appropriate solutions.
• Accurately document customer interactions, investigations, and resolutions within designated systems.
• Escalate complex issues when necessary and collaborate with internal teams to drive timely resolution.
• Support customers with software navigation, digital treatment planning workflows, CAD/CAM processes, and product utilization.
• Assist with product updates, new product introductions, and technical communications.
• Contribute to the development and maintenance of technical documentation, support materials, and knowledge resources.
• Maintain current knowledge of company products, industry trends, and advancements in digital dentistry and implant solutions.

Conoscenze

Analytical thinking

Communication

Customer service

Cross-functional teamwork

Training and education

Problem solving

Formazione

Diploma or equivalent

Strumenti

DTX Studio

NobelProcera

Exocad

3Shape

Microsoft Office

CRM systems

Descrizione del lavoro

Remote

Job description

The Technical Support Representative serves as a key technical resource supporting customers, laboratories, clinicians, and internal partners across Nobel Biocare's implant, restorative, and digital workflow solutions. This role is responsible for delivering technical expertise, troubleshooting product and software-related issues, and guiding customers through complex workflows to ensure successful outcomes and an exceptional customer experience.

The ideal candidate combines strong technical aptitude with customer service excellence, serving as a trusted resource for diagnosing issues, providing timely resolutions, and educating users on products, software, and best practices. This position works closely with cross-functional teams including Customer Care, Sales, Clinical Affairs, Manufacturing, and Product Management to resolve technical concerns and continuously improve customer satisfaction.

Key Responsibilities

• Provide technical support for Nobel Biocare products, digital workflows, software applications, and restorative solutions.
• Troubleshoot and resolve customer, laboratory, and clinician inquiries related to products, software, equipment, and workflows.
• Guide customers through issue resolution by identifying root causes and recommending appropriate solutions.
• Accurately document customer interactions, investigations, and resolutions within designated systems.
• Escalate complex issues when necessary and collaborate with internal teams to drive timely resolution.
• Support customers with software navigation, digital treatment planning workflows, CAD/CAM processes, and product utilization.
• Assist with product updates, new product introductions, and technical communications.
• Contribute to the development and maintenance of technical documentation, support materials, and knowledge resources.
• Maintain current knowledge of company products, industry trends, and advancements in digital dentistry and implant solutions.
• Deliver a high level of customer service while managing multiple priorities in a fast-paced environment.

Job requirements

Education & Experience

• Diploma, or equivalent combination of education and experience preferred.
• Minimum of 3-5 years of experience in technical support, dental laboratory operations, digital dentistry, CAD/CAM technology, healthcare technology, or a related field.
• Experience supporting software, technical products, digital workflows, or customer-facing technical solutions.
• Prior experience within the dental, medical device, healthcare, or laboratory industry strongly preferred.

Technical Knowledge

• Working knowledge of digital dentistry workflows, restorative products, and implant solutions.
• Experience with CAD/CAM technology and dental software platforms such as DTX Studio, NobelProcera, Exocad, or 3Shape preferred.
• Strong computer proficiency, including Microsoft Office applications and CRM systems.
• Ability to diagnose, troubleshoot, and resolve technical issues across software, digital workflows, and product-related applications.

Skills & Competencies

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to users with varying levels of technical expertise.
• Strong customer service orientation and relationship-building skills.
• Ability to manage multiple priorities and work effectively under deadlines.
• Demonstrated attention to detail and commitment to follow-through.
• Ability to work both independently and collaboratively in a team environment.

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

For Field Sales roles, the salary range listed reflects base pay only and does not include incentive pay opportunities under the applicable sales compensation plan.