Dental professionals have known the DEXIS brand as the leader in digital intraoral radiography and diagnostic software innovation for over 20 years. DEXIS products represent a full portfolio of award-winning imaging and digital solutions including cone-beam computed tomography (CBCT), handheld x-rays, intraoral scanners, sensors, and navigated surgical solutions. With one of the largest installed bases of dental imaging devices in the industry, over 150,000 offices trust DEXIS around the world. Learn more at www.dexis.com . Job Description: The primary function of this position is to independently support and perform complex technical duties related to DEXIS 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 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 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. Job Requirements: MINIMUM 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 REQUIRMENTS 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. 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.