Technical Support Analyst, 3D

Job Description:

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We also offer:

• Competitive Pay and Bonuses.

• PTO, Sick Time and Paid Holidays.

• Tuition Reimbursement

• Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave

• Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!

• 401K - with exceptional company match starting DAY ONE!!!!

• Community involvement opportunities & employee appreciation events.

• Newly renovated, state of the art, climate-controlled facility.

• Newly built 1200 sq fitness room.

• Large outdoor patio area with gazebo.

• Gourmet coffee, beverages, snacks, and lunches are available in our café.

• Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!

Where are we?

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software.  The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field.  A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.

Position Summary

The primary function of this position is to independently support and perform complex technical duties related to DEXIS and i-CAT imaging products by resolving customer questions, problems or concerns.

Essential Duties and Responsibilities

• Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.

• Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site

• Answer & resolve inbound calls, emails and chats from Technical Support queues as needed

• Provide technical account management for customers and manage escalations

• Provide customer support including training, servicing, and quality assurance

• Documents and logs all calls in the CRM system

• Document and manage Product Development issues to resolution

• Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician

• Collects data or provides basic reports to management

• Performs other duties and tasks as assigned by their supervisor/manager

Most Important Competencies Required

• Diplomacy/Teamwork

• Easy to work with, a team player, positive "can do" attitude. Project confidence and credibility. Must also be willing and able to work closely with peers and management

• Initiative

• Self-motivated. Ability to identify a problem and seek out solutions to issues

• Communication/Soft Skills

• Must be able to effectively communicate in both written and verbal forms, as well as have the ability to engage customers verbally in a professional and patient manner.

• Ability to influence others

• Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.

• Professional Work and Detail Orientation

• Must have excellent attention to detail, and all work must be at a high level of professionalism.

Job Requirements:

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and 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 standard departmental support hours (8am

• 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Technical Support team members, handles customer escalations, and executes technical projects.

Education and/or Experience

• Minimum 2 year college degree: Associates of Applied Science; Electrical Technology or equivalent experience

• 3-4 years of experience in troubleshooting hardware/software in a technical-related field

• Minimum of 1-2 years' work experience in a customer support role or equivalent

• Intermediate knowledge with MS Office; Word and Excel required

• Understanding and use of CRM systems preferred

• Knowledge of SAP preferred

• Experience in a related dental or medical x-ray equipment manufacturer field preferred

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$22.60 - $27.50 per hour

Operating Company:

DEXIS

Envista and all Envista 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.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.