Technical Support Specialist - Charlotte, NC

Dentsply Sirona Inc.; Charlotte, Northern (NC, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Dentsply Sirona Inc. in Charlotte, NC, seeks a Technical Support Specialist to provide technical and application support by phone to system users and technicians. Some travel may be required for installations, escalations, and other support tasks.

Ideal candidates hold an Associate degree or equivalent with at least two years of related experience and strong hardware, Windows OS, and networking troubleshooting skills. Occasional travel up to 50% and passport readiness may be required.

Qualifications

• Associate’s degree or equivalent from a two-year college and a minimum of two years related experience or equivalent combination of education and experience.
• Must be experienced in troubleshooting computer hardware, Windows Operating Systems, and Applications and/or experience installing and troubleshooting computer networks.
• Direct customer interaction on the phone or in-person a plus.

Responsibilities

• Acquires and maintains technical knowledge to install, operate, troubleshoot, and repair equipment.
• Provides guidance and answers to customers requesting assistance in installation, operation, troubleshooting, and repairing products.
• Documents and maintains all relevant information related to product issues and customer complaints.

Skills

Technical knowledge

Troubleshooting

Customer interaction

Education

Associate degree or equivalent

Tools

Windows OS

Networking

Electromechanical equipment

Job description

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century 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 dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.

Technical Support Specialist - Charlotte, NC

SUMMARY:

The Technical Support Specialist provides technical and application support, primarily on the phone, to system users and technicians. Limited travel may be required for assistance with installations, escalations, and other support reasons (see Additional Requirements below).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly install, operate, troubleshoot, and repair the equipment.
• Provides guidance and answers to customers calling requesting assistance in installation, operation, troubleshooting, and repairing assigned products. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Recommends or performs remedial actions to correct problems.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Documents and maintains all relevant information related to product issues, concerns, and customer complaints in accordance with established procedures and quality standards.
• Serves as a technical resource and cross-functional partner to internal departments by providing product-related information, guidance, and support for assigned product lines.
• Provides instruction and training to customers and dealer personnel when necessary
• Travels to perform service calls on problem equipment that local dental service technicians could not repair.
• Works on special projects as assigned.
• Performs other duties and assignments as requested to support the technical service function

Education and/or Experience:

• Associate’s degree or equivalent from a two-year college and a minimum of two years related experience or equivalent combination of education and experience.
• Must be experienced in troubleshooting computer hardware, Windows Operating Systems, and Applications and/or experience installing and troubleshooting computer networks. Experience in troubleshooting and servicing electromechanical equipment a plus.
• Direct customer interaction on the phone or in-person a plus.

Additional Requirements: Candidates must be able to travel 10% to 50%, depending on role. Multiple roles are available. candidates must have or be able to obtain a valid passport for limited international travel

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.

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].