The primary function of this position is to support independent and major accounts and perform complex technical duties related to KaVo Kerr products, by resolving escalated product issues and support dealer partners for service and installs throughout North America.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Point of escalation for troubleshooting of our products and services. Ensure dealers are adequately supported for service and installs when assigned by the Field Support Team Lead
Rapid reaction to escalated and customer down issues and maintain a high level of professionalism at all times
Own the customer issue to resolution and complete service documents
Independently install and service products across 2 or more brands
Travel throughout North America to service customers and/or dealer partners
Provide feedback to territory FST Level 3 regarding service/installs completed within respected territory
Assist training lead during trainings
Complete Field Service Reports in accordance with field service work instructions
Provides telephone technical support for dealer partners and end users
Perform other duties or special projects as assigned
This position will require strong interpersonal face-to-face, phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting/installing equipment on site with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working non-standard hours and includes travel that may occur on weekends when necessary. The role requires supporting and performing complex technical duties related to KaVo Kerr imaging products, KaVo Labs and Treatment units and Pelton and Crane Dental Equipment by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison that handles customer escalations, installs assists, direct installs and executes technical projects.
This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel 90% as dictated by business needs.
2 years of college or equivalent work experience
2 years of experience in advanced troubleshooting KaVo Kerr products in the field environment.
3-4 years of troubleshooting and resolving issues related to Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks.
Advanced Microsoft Office proficiency
Proven ability to solve complex product issues across 2 or more KaVo Kerr brands
Advanced MySQL and MAC OS knowledge a plus
2 years' Experience in managing multiple projects simultaneously
Must have completed training on and demonstrate competency with 2 or more KaVo Kerr brands
Requires a valid state driver's license, and a clean driving record
Be able to stand, kneel, squat, bend and work at odd angles frequently throughout the day.
Be able to climb a ladder and work above head.
Must be able to lift 70 pounds at the waist and 25 pounds overhead. Exert up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
Leadership Must be able to listen and respond to customer needs. Teamwork Must be willing and able to work closely and effectively with other departments, peers, etc.
Customer Focused Intermediate face-to-face etiquette, effective communication and active listening
Ability to influence others Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
Results orientation Must consistently deliver results.
Communication Must be able to effectively communicate in both written and verbal forms.
Professional Work and Detail Orientation Must have excellent attention to detail, and all work must be at a high level of professionalism.
Independence of Action Works independently on complex tasks. Can successfully navigate grey areas.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.