This position will be providing assistance to dealers and clinical end-users. World-class customer service/experience is required for every interaction with strong focus on service call coordination and entry level problem-solving skills, empathy, and urgency to every engagement.

Essential Duties and Responsibilities:

• Apply Vatech's systems techniques & procedures, including consulting with the end users (Dental Offices) to determine hardware, software, or system functionality.
• Provide first-level contact, routing or provide resolutions to customer issues.
• Track & Redirect concerns, inquiries, and problems to the designated department (service, sales enablement, parts, or education) to supply appropriate assistance.
• Provide First Call Resolution by triaging and escalation or routing of proper department or higher level support.
• Process and provide updates, proper ducumentation, registrant services and processing customer oders.
• Diagnose and resolve basic technical issues: hardware, software, and unit networking via remote.
• Ensure proper recording, documentation & closure during all service calls.
• Install, configure, and troubleshoot Vatech's proprietary software.
• Assist on special projects and escalations outside typical call-taking responsibilities without impacting the team goals for hold times.
• Maintain & Secure test devices and tools to adjust, calibrate & repair equipment.
• Manage the installation service component (parts) load, deliver & instruct customers on the use & maintenance of equipment sold.
• Practice continuous improvement methods to improve processes.