JOB OVERVIEW :

Fulfills all aspects in the installation and service of all large equipment in the practitioner’s office with the focus on excellence in customer service.

The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

KEY RESPONSIBILITIES :

• Provides responsible repair and installation services to our customers in a courteous and professional manner.
• Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
• Manages all on site installation, repair maintenance and test tasks.
• Diagnose errors on technical problems and determine proper solutions.
• Maintains and manages proper levels of inventory in van.
• Produces timely and detailed service reports.
• Attends all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Complies with all OSHA regulations as outlined in the OSHA manual and training. Maintains and utilizes personal protective equipment when needed.
• Communicates in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Completes all work orders in a timely manner. The work order should be reviewed with the customer or a responsible staff member prior to departure.

This review should include the time in the office, work performed, parts replaced, and parts to be ordered. All work orders should be closed daily and submitted for billing.

• Submits all job related paperwork within the required timeframes. This includes but is not limited to FDA Forms, expense reports, and any other required paperwork.
• Complies with all terms of the Fleet Management Policy including maintenance and accident management policies.
• Comprehends customer requirements and make appropriate recommendations.
• Participates in special projects and performs other duties as required.

SKILL :

Basic understanding of the job and ability to apply knowledge and skills to complete a wide range of complex tasks. Complete tasks in creative and effective ways.

Complete assignments and facilitate the work activities of others; may coordinate work beyond own area. Apply acquired knowledge of procedures and external regulations.

COMPLEXITY :

Consistently work on complex and sometimes unique assignments requiring independent action and a high degree of initiative to resolve issues.

Make recommendations for new procedures. Analyze complex technical or non-technical problems.

SUPERVISION :

Work under minimal supervision and may act independently to determine methods and procedures on new assignments.

WORK EXPERIENCE :

Typically, 2 or more years of field service experience with demonstrated proficiency, basic mechanical background and customer service background.

PREFERRED EDUCATION :

Typically High School education, vocational training and / or on-the-job training. Associates degree or Technical School Certification is preferred.

GENERAL SKILLS & COMPETENCIES :

• Excellent time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Independent self-starter
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

• Basic troubleshooting skills
• Working knowledge of hydraulics, mechanical and electrical systems
• Basic computer skills

PERFORMANCE REQUIREMENTS :

To advance to a new job level, TSM must complete the following :

• Level 1 Certifications to be determined by the ROM / ZOM based on business need
• Must begin to cross certify (digital x-ray / software, digital CAD / CAM, etc.)
• Proven ability to administer on time and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
• Ability to present preventative maintenance to customers
• Ability to lead installations

Must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS :

The Equipment Service Technician (EST) position will require the delivery, installation and repair of Equipment involving Henry Schein customers.

Technicians will be expected to maneuver large equipment as needed. The physical nature of the position, at times, may require substantial and / or repetitive bending, stopping, lifting and climbing of ladders.

COMPENSATION :

The posted range for this position is $42,541-74,447, which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role.

Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location / labor market, internal equity, etc.

Other benefits available include : Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO , Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Last updated : 2024-05-17