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Technical Support Analyst (Electro-Mechanical)

Expired Job

Danaher Alpharetta , GA 30023

Posted 2 months ago

Job Description: Job ID: KAV003167

About Us

KaVo Kerr is a cohesive organization comprised of two global leaders, united to provide dental excellence and serve as a single premier partner for the dental community. KaVo Kerr operates with a common vision inspiring and helping our customers, their patients and our own associates realize their potential. KaVo Kerr offers solutions for endodontics, restoratives, treatment units, infection prevention, imaging, rotary and instruments.

Description

The primary function of this position is to independently support and perform complex technical duties related to KaVo Kerr Imaging (KKI) 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

  • Mentor, train, support, and assist Level 1 Technical Support team members as needed

  • Documents and logs all calls in the CRM system

  • Checks warranty status, orders, and recommends replacement parts, equipment, and suggests dispatch of technician

  • Collects data or provides basic reports to management

  • Document session notes and complaints in appropriate systems.

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

Job Requirements

Qualifications

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.

REQUIREMENTS:

  • High school diploma/GED equivalent

  • 1-2 years' experience in Electrical Technology, Electrical/Mechanical Engineering or equivalent

  • 1-2 years' work experience reading and utilizing circuit board schematics and wiring diagrams

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

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

  • Intermediate knowledge with MS Office; Word and Excel required

PREFERRED SKILLS/EXPERIENCE:

  • Associate's degree

  • Understanding and use of CRM systems preferred

  • Knowledge of SAP preferred

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

  • 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.

RELATIONSHIPS

Internal relationships:

  • Reports to the Technical Support Supervisor, KKI Large Equipment

  • Frequently interacts with all functional departments

External Relationships:

  • Frequently interacts with customers and partner dealers

PERSONAL TRAIT PROFILE

  • Strong Problem Solver

  • Lives the "continuous improvement" philosophy and can drive change successfully

  • Logical, Methodical and Creative Thinker

  • Patient and Flexible

  • Team & Customer Orientated

  • Solid Troubleshooting Skills

  • Leadership & Facilitation Skills

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.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.


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Technical Support Analyst (Electro-Mechanical)

Expired Job

Danaher