US Equipment Service Technician II

Henry Schein; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading provider of dental equipment and services is seeking an Equipment Service Technician. This role involves providing repair services, managing installation tasks, and enhancing customer satisfaction. Candidates should have a strong mechanical background and 3 to 5 years of relevant experience. The position requires the ability to work independently, diagnose technical issues, and maintain effective communication with customers. This is an excellent opportunity for someone passionate about customer service and technical support.

Qualifications

• 3 to 5 years of experience in the dental industry.
• Strong mechanical background with a focus on customer service.
• Ability to administer work orders and technical reports accurately.

Responsibilities

• Provides repair services and may install equipment as needed.
• Diagnoses errors on technical problems and determines solutions.
• Completes all work orders in a timely manner and reviews them with the customer.

Skills

Mechanical background

Intermediate troubleshooting skills

Interpersonal communication skills

Education

High School education

Associates degree or Technical School Certification

Tools

Hydraulics knowledge

Computer skills

Job description

JOB OVERVIEW

This position is responsible for providing repair service of all equipment in the practitioner’s office with a focus on excellent customer service. Work with supervisor to improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Manage more complex repair cases, troubleshoot, and resolve issues at a higher level and may support additional products.

KEY RESPONSIBILITIES

• Provides repair services to customers in a courteous and professional manner. May also provide installation services to customers on an as needed basis.
• Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
• Can work independently and manage all on site installation, repair maintenance and test tasks.
• Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
• Comprehends customer requirements and make appropriate recommendations to optimize the customer experience.
• Maintains and manages proper levels of inventory in van.
• May assist with other more junior technicians’ assignments as required to ensure quality customer service is being provided
• Produces timely and detailed service reports.
• Attends all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Complies with all OSHA regulations as outlined in the OSHA manual and training. Maintains and utilizes personal protective equipment when needed.
• Communicates in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Completes all work orders in a timely manner. The work order should be reviewed with the customer or a responsible staff member prior to departure. This review should include the time in the office, work performed, parts replaced, and parts to be ordered. All work orders should be closed daily and submitted for billing.
• Submits all job-related paperwork within the required timeframes. This includes but is not limited to FDA Forms, expense reports, and any other required paperwork.
• Complies with all terms of the Fleet Management Policy including maintenance and accident management policies.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS

• 3 Level 1 Certifications determined by the ROM/ZOM based on business need
• Must begin to cross certify (digital x-ray/software, digital CAD/CAM, etc.)
• Proven ability to administer timely and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
• Intermediate knowledge of hydraulics, mechanical and electrical systems

GENERAL SKILLS & COMPETENCIES

• Ability to lead installations
• Must work well independently
• Intermediate troubleshooting skills
• Proven ability to work with confidential information
• Ability to present preventative maintenance to customer
• Independent self-starter
• Intermediate computer skills
• Interpersonal/ communication skills
• Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA’s, 2579 reporting, etc.)
• Proven ability to work with confidential information

WORK EXPERIENCE

Typically, 3 to 5 years of dental industry experience with demonstrated proficiency, strong mechanical background and customer service background.

PREFERRED EDUCATION

Typically, High School education, vocational training and/or on-the-job training. Associates degree or Technical School Certification is preferred.

TRAVEL / PHYSICAL DEMANDS

The Equipment Service Technician (EST) position will require the delivery, installation and repair of Equipment involving Henry Schein customers. Technicians will be expected to maneuver large equipment as needed. The physical nature of the position, at times, may require substantial and/or repetitive bending, stopping, lifting and climbing of ladders.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers