What are the responsibilities and job description for the Technical Support Specialist position at Acteon North America?
About the Company
ACTEON NAM., provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recalls, transfers, leaves of absence, compensation, and training.
About the Role
The Technical Support Representative will report directly to the Technical Support Manager. This position is 100% in office, and reports daily to our Mount Laurel, NJ head office. The role requires an in-depth knowledge of our products and the ability to troubleshoot advanced issues remotely, ensuring high levels of client support. As a Technical Support Specialist at Acteon North America, you will handle complex technical inquiries related to our dental imaging and CBCT equipment.
Responsibilities
- High proficiency in understanding dental imaging products, CBCT equipment, including technical specifications, and advanced functions of software and equipment components.
- Experience with detailed diagnostic procedures and troubleshooting for both Acteon equipment and OEM products remotely.
- Proficiency in resolving complex technical issues, including hardware adjustments and software configurations.
- Understanding of regulatory compliance and safety standards in the dental equipment and imaging software sectors.
- Familiarity with remote installation processes and routine maintenance of dental imaging software and hardware.
- Excellent communication skills and responsibility for managing mid-level escalations.
- Tracking of customers assisted in our support database.
- Comfortable with frustrated individuals, remains calm, and deescalates callers to resolve their issues.
- Works independently with general supervision; exercises judgment within defined guidelines and practices to determine appropriate action.
- May provide guidance and assistance to entry-level professionals and/or support employees.
- Performs other related duties as assigned.
Qualifications
- Education: Associate’s degree in information technology, Computer Science, or related field preferred; Bachelor’s degree preferred.
- Experience: Minimum of 3 years in technical support, with at least 2 years focused on dental imaging technology or similar medical equipment.
Required Skills
- Technology savvy with hardware/software demonstration and integration of equipment.
- Excellent verbal, written and presentation skills, and proven ability to be self-managed, organized, and detailed.
- Work well independently and as a team player.
Equal Opportunity Statement
ACTEON NAM., provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.