Technical Support Specialist

Dentsply Sirona; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to enhance customer satisfaction in the dental market. This role involves providing technical support to dealers and end users, ensuring product training, and maintaining high standards of service. The ideal candidate will have a background in field service engineering and be proficient with CRM tools. Join a dynamic team that values innovation and offers opportunities for personal and professional growth, all while contributing to better patient care in dentistry.

Benefits

26 days' annual leave

Company pension scheme

Flexible benefit scheme

Health insurance

Dental cover

Medical cash plan

Access to LinkedIn Learning

Mentoring and coaching program

Employee assistance program

Retirement benefits

Qualifications

• Experience in field service engineering in the dental sector.
• Ability to use CRM tools effectively.
• Strong technical troubleshooting skills.

Responsibilities

• Ensure aftersales customer satisfaction across the product portfolio.
• Support dealers and end users with technical assistance.
• Conduct product training for end users.

Skills

Technical Support

CRM Tools

Troubleshooting Skills

Communication Skills

Field Service Engineering

Sales Experience

Education

High School Diploma

Bachelor's Degree in Biomedical Engineering

Tools

Salesforce

Microsoft Office Suite

Job description

Requistion ID: 79100

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, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Technical Support Specialist

In this role the Technical Support Specialist will improve the after sales end-customer satisfaction via the implementation of the company’s after sales strategic plan. They will strengthen the after sales presence in the UK & Ireland dental market and promote sales through after sales successes. They will support Dentsply Sirona’s equipment dealers’ network and the end user customers with Dentsply Sirona Connect Technology Solutions (CTS).

Role and Responsibilities

• Ensure aftersales end customer satisfaction for the whole product portfolio.
• Support the existing dealer network as a technical specialist for the whole product portfolio, through on-site customer visits and remote support activities, including helpline assistance.
• Implementation of technical trainings and support for dealer service engineers in the UK.
• Delivery of product trainings for end users.
• Record and track all pertinent information received on product problems and complaints.
• Maintain Showroom equipment.
• Preparation of and participation in trade fairs.
• Participate in company’s after sales projects.
• Travel to attend customer facing events.
• Ensure all Technology Services related tools are maintained/operated in a coherent fashion.
• Use & maintain accurate data in Dentsply Sirona CRM tools (namely Salesforce, Siroforce) to manage and plan all day-to-day/month-to-month after sales activities.
• Exchange Knowledge and learning between team members.
• Ensure installation, calibration, maintenance, and repair of equipment.
• Troubleshoot problematic areas product related.
• Attend training to develop own relevant knowledge and skills.
• Regularly review planned activity, actual activity, area plans, field visits, business expenses as and when required.
• Attend meetings & invest time with other company functions necessary to perform duties and

aid business and organisational development.

Profile requested

• High School diploma or similar qualification in biomedical engineering, Mechanical Engineering, Bioinformatics, Information Technology, or a relevant field. Bachelor’s degree is preferred.

• Some years of field service engineering experience in the dental sector. Previous technical experience of the DS products in minimum two DS product areas (Treatment Centres & Imaging or Treatment Centres & Cad/Cam) is preferred.
• As an extension to the above experience, a sales related work experience is desirable.
• Excellent product and industry knowledge.
• Able to use CRM tools.
• Familiarity with the dental/medical practice and hospital environments.

• Has effective technical and error troubleshooting skills (IT, Electronics, Electro-pneumatic systems and manual technical skills).
• Enthusiastic, efficient, and highly organised – desire to constantly improve efficiencies and customer focus.
• Ability to work individually and within a highly collaborative team environment.
• Structured and clear thinker – ability to prioritise a demanding workload through business planning and territory management.
• Computer literate: Word, Excel, Outlook, PowerPoint
• Excellent communication skills, including presentation skills.
• Highly numerate & strong financial skills.
• Fluent in English, basic knowledge of German is desire. Further languages of advantage.
• Able to undertake regular business travel across UK&I, i.e. 4 - 5 nights per month, (4 - 8 during induction phase and occasional overseas for 3 - 4 nights).
• Hold a valid local driving license.

As part of our team, you'll experience the spirit of an international and innovative market leader in the dental industry. Besides an attractive remuneration package, you will also be eligible for a variety of employee benefits, such as:

26 days' annual leave, an attractive company pension scheme and a flexible benefit scheme ( including health insurance, dental cover, medical cash plan…).

We attach great importance to your development: a comprehensive induction, further training opportunities and access to LinkedIn Learning are available to you. Take advantage of personal and professional development opportunities through our worldwide mentoring and coaching program. In addition, we offer an extensive, global employee assistance program that provides a wide range of benefits as well as retirement benefits.

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DentsplySirona is an Equal Opportunity/ Affirmative Action 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 DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to [e-mail]. Please be sure to include “Accommodation Request” in the subject.