Technical Support, Software Systems Representative

Job Description:

Provide technical support on Nobel Biocare products and corresponding techniques/processes to external & internal customers and internal operating departments. Provide customer service and technical consultation via phone, email, fax, written communication, and in person during regular business hours as determined by supervisor/manager and/or Nobel Biocare.

Accountabilities:

• Entry-level (new) employees require consultation with other TSR's when evaluating casework for the first 120 days or until determined by the supervisor/manager.

• Employee has the authority to respond to external and internal customer requests in a manner that adheres to Nobel Biocare's product instructions for use, manuals, employee handbook, and any other written instruction Nobel Biocare has sanctioned for public dissemination.

• Customer requests include (but not limited to) Nobel Biocare Implant Systems and applications, NobelProcera, DTXLab, DTXImplant, 3Shape, Exocad software applications, materials produced via those systems, generated materials for CAD/CAM processing/orders, computer operating (OS) systems, Windows 7 and MAC OS, Nobel Biocare Standardized products inquiries.

• Analyze and resolve technical issues on Nobel Biocare's proprietary CAD/CAM-produced materials. Consolidate and solve issues escalated by customers and other team members.

• Receive and process a minimum of 25 (twenty-five) calls per day (Inbound /Outbound). The creation of CRM cases as necessary to support and escalate reported issues.

• Employee has the responsibility to conduct themselves in a professional manner in accordance with all current NBC written policies including but not limited to the following; Employee Handbook, Travel Policy, Job Description.

Job Requirements:

Critical Knowledge:

• Minimum required computer skills include: Knowledge of Microsoft Office Products (Word, Excel, Powerpoint). Outlook for email communication. Preferred: Use of SAP and Dynamics CRM
• Preferred, Digital dental experience, Dental designer, Dental Technitian, advanced computer hardware/software troubleshooting skills. Background experience in Dental laboratory, Dental CAD/CAM

Critical Skills:

• Ability to work on multiple priorities and work well in high-pressure situations.

• Active listener

• Ability to identify /problem solve and implement effective solutions independently.

• Have excellent verbal, written, and interpersonal communication skills, as well as the ability to deal effectively with employees and customers at all levels. 2nd language skill a plus. Ability to troubleshoot computer issues versus software issues and present solutions in an efficient timeframe.

• Effectively articulate both verbally and written to customers and management.

• Display both a professional demeanor and positive attitude.

• Work well under pressure and with indirect supervision.

Critical Experience:

• Minimum of 1- year work in a customer-focused call position

• Required: High School Graduate

• Preferred: Dental background experience, clinical to technical focus (dental assisting, laboratory technican) OTJ

• 2-4 years of post high school education preferred.

• CDT Certification preferred.

Competencies:

• Communication

• Customer focus

• Driving for results

• Decision Quality

• Technical/professional knowledge and skills

Critical Success Factors and Key Challenges:

• Manage external & internal customer requirements in a professional & timely manner.

• Continus persuit in educationing and advancing personal knowledge of all Nobel Biocare products, instructions for use, and essential operating procedures.

• -Record customer complaints, suggestions, and comments in the appropriate Nobel Biocare computer database (Sales Force).

• Become acquainted & knowledgeable on current Nobel Biocare customer database systmes (SAP) to look-up customer information to assist in working with customers and internal departments..

• Maintain log of customer calls/questions and appropriate NBC responses for marketing use and/or any FAQ database. Applicant needs the ability to analyze data and report trends to management.

• Provide assistance during in-house educational training programs as needed. -Attend Nobel Biocare sponsored in-house programs, when appropriate and applicable to enhance product knowledge.

• Conference and/or consult with other TSRs, clinical advisors, and other department personnel on unfamiliar issues or to confirm specific advice on product use.

• Attend classes on current and/or appropriate computer software programs that Nobel Biocare utilizes in its operations. Attend interdepartmental meetings deemed appropriate by the technical support supervisor/manager.

• Back up Customer Support, and other department phone response as required.

• Carry out any other assignments and projects as determined by supervisor/manager.

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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.

$47,700 - $67,100

Operating Company:

Nobel Biocare

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.