Technical Support Specialist

Wellspect HealthCare; York (York County); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to enhance customer experiences in dental technology. This role involves assisting customers with technical inquiries, troubleshooting, and ensuring satisfaction through effective communication. Join a passionate team dedicated to innovation and improving oral health worldwide. With opportunities for professional development and a collaborative culture, this position is perfect for those eager to make a difference in the dental field. If you thrive in a fast-paced environment and enjoy problem-solving, this is the role for you.

Qualifications

• 1-3 years experience in a technical customer support role.
• Basic computer skills with Microsoft Office knowledge.

Responsibilities

• Assist customers with technical aspects of products via phone and email.
• Guide complaint resolution and maintain accurate documentation.

Skills

Technical Troubleshooting

Customer Communication

Microsoft Office Suite

Interpersonal Skills

Education

High School Diploma or GED

Tools

Trackwise

Siroforce

DSCSR

Job description

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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.

Scope
The Technical Support Specialist works directly with our customers, assisting with technical aspects of the Dentsply Sirona equipment and products including operation, troubleshooting, repair, and clinical application via telephone, fax, and email. They must be able to handle a fast-paced call enter environment with continuous interactions with customers on a daily basis.

Essential Functions

• Assist customers with all technical aspects of Dentsply Sirona equipment and products including operation, repair, troubleshooting and clinical application.
• Receive, research and answer customer inquiries and requests regarding accounts, products, repairs, pricing and services offered.
• Guide complaint resolution to ensure that proper and satisfactory closing is obtained from customers. If applicable, enter complaints into the appropriate complaint handling system.
• Follow all operation procedures, work instructions, etc. at all times.
• Accurate and timely completion of all documentation and computer entries in compliance with established standards
• Identify, review, document, log, maintain and/or initiate investigations for all serious complaints.
• Communicate repair estimates to customers.
• Maintain clean and safe working environment in line with Company policies
• All other duties assigned.

Technical Support Specialist I

• Work with other Dentsply Sirona SBU’s to complete VCR’s and create RMA’s for warranty claims.
• Maintain daily interactions with shipping, accounting and customer service departments.
• Ensure accurate billing by tracking repair records, parts and labor used in the repair or technical support process.

Technical Support Specialist II

• Generate reporting for non-core repairs as needed for distribution of Repair Center Divisional and International customers.
• Participate in Special Project Teams as assigned.
• Acquire expanded product knowledge of the products manufactured or sold by other Dentsply Sirona SBU’s. Maintain proficiency in technical support of and for these products.
• Close quarantine orders and RMA’s for disposition of credit/replacement/scrap.
• Generate purchase order request reports and update sales orders for proper invoicing.
• Proficient in the use of all Complaint Handling Systems including Trackwise, Siroforce, and DSCSR.

Technical Support Specialist III

• Identify continuous improvement opportunities in systems, procedures, work instructions, etc. and recommend corrective actions as needed.
• Serve as QA auditor to participate and conduct internal audits as needed.
• Proficient in providing support for all products repaired in the COE.
• Mentor and train new or transferred Technical Support Specialists in proper procedures and guidelines.
• Generate performance reporting for call center and technical support representatives.
• Manage daily performance tracker to ensure daily objectives are on-track.

Typical Background
Education:

• High school diploma or GED preferred.

Certifications/Licensing:

• N/A

Years and Type of Experience:

• 1 to 3 years of experience communicating with customers in a technical capacity.
• Level III – successful completion of DS Repair COE Product Certification program.

Key Required Skills, Knowledge and Capabilities:

• Previous technical troubleshooting experience in a regulated industry preferred.
• Basic computer skills with knowledge of Microsoft Office Suite (Word, Excel and PowerPoint), e-mail and Internet a plus.
• Strong communication skills – written and verbal.
• Interpersonal skills to include customer-focused orientation with both internal and external customers.

Key Behaviors Critical for Success in this Role:
Here at Dentsply Sirona, our vision is to transform dentistry to improve oral health globally.

Every day, we empower millions of customers by proudly creating innovative solutions for healthy smiles.

Our Operating Principles guide our daily activities:

• We approach customers as ONE company, and they are the core of everything we do.
• We create innovative solutions that customers love to use.
• We think and act with positive intent and the highest integrity.
• We operate sustainably in everything we do.
• We use our size and global breadth to our advantage.

Our Core Values define who we are:

• AGILE:
  • We innovate
  • We challenge ourselves constantly
  • We act quickly
• ACCOUNTABLE:
  • We hold ourselves and each other accountable.
• RESPECTFUL:
  • We listen. We foster diversity and inclusion.
  • We respect the communities in which we live and work.
• COLLABORATIVE:
  • We are good partners.
  • We learn from each other. We are one team. We have fun.
• TRUSTWORTHY:
  • Our customers can rely on us.
  • We can rely on each other. We empower our people.
    

DentsplySirona 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 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.

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).