Senior Digital Support Tech

JOB OVERVIEW:

This position is responsible to resolve and log incoming customer calls, identify issues, and provide suggestions and long-term resolutions related to the supported software and digital hardware/platform integration. This position will enable, develop competency, and monitor technical support for digital platform products. This position will also evaluate products and aid in the development of hardware/software for addition to the Henry Schein portfolio. Work closely with supervisor to develop and improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.  Participates in projects such as software or hardware upgrades, and large scale move/add/changes.

KEY RESPONSIBILITIES: 

• Evaluate hardware/software for products in the digital dental/medical space. Provide feedback and assessment for product upgrades/updates. Aid in bringing new products to the Henry Schein portfolio with technical expertise and feedback
• Develop training materials (documents, videos) for technical support team(s) to support digital portfolio from installation through troubleshooting fully
• Support large customers and their IT teams with digital portfolio technical support
• Answer and process customer calls effectively and efficiently to optimize customer experience
• Provide responsible remote support services to our customers in a courteous and professional manner including escalation and more advanced/difficult issues
• Provide timely resolution of customer issues
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
• Document all customer-related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• Initiates, maintains and follow-up on warranty and non-warranty repair services
• Use a variety of integrated systems and programs to track repairs, warranty claims and support services
• Complaint resolution and processing requests for returned product
• Produce timely and detailed service reports
• Utilize remote desktop connection software as needed to assist customers
• Escalate complex and/or high priority problems to the appropriate groups for resolution
• Attend all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training
• Participate in special projects and perform other duties as required

SPECIFIC KNOWLEDGE & SKILLS: 

• Excellent knowledge of digital sensor software platforms, working knowledge of practice management software platforms.

• Self-motivated candidates that have a record identifying improvement opportunities

• Must have the ability to mentor other technicians

• Must demonstrate lead technician capabilities

• Must work well independently

• Expert troubleshooting skills and problem-solving skills

• Good judgment, sound analytical ability, evaluation, originality and ingenuity required to perform tasks

• Excellent time management skills and ability to prioritize work

• Frequently apply the fundamental concepts, practices, and procedures of dental repair field

• Work on problems of complex scope and impact where analysis of situations or data requires a review of a variety of factors

• Analyze possible solutions using standard procedures to solve a range of straightforward problems; may recommend solutions to challenges; apply company policies and procedures to resolve a variety of routine and non-routine issues

• Demonstrate good judgement within defined procedures and practices for obtaining solutions

• Build productive internal/external working relationships

• Familiar with healthcare regulations and HIPAA compliance

• Working knowledge of Microsoft Word and Excel as it relates to the supported software

• Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software

• Advanced computer skills

• Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.)

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

• Ability to prioritize tasks, handle stress, and adapt to change 

• Provide training to others within team/organization

GENERAL SKILLS & COMPETENCIES: 

• Strong understanding of industry practices

• High proficiency with tools, systems, and procedures

• Good planning/organizational skills and techniques

• Excellent decision making, analysis and problem solving skills with ability to multi-task

• Strong verbal and written communication skills

• Good presentation and public speaking skills

• Excellent interpersonal skills

• Excellent conflict resolution skills and ability to deliver difficult messages

• Ability to build partnerships at all levels within the company, begin to build partnerships externally

• Resolve complex issues in effective ways

MINIMUM WORK EXPERIENCE: 

Typically 8 or more years of increasing responsibility in terms of any applicable professional experience

PREFERRED EDUCATION: 

Typically a Bachelor's Degree or global equivalent in related discipline. May hold one or more industry certifications; professional certification may be required to advance.

The posted range for this position is $58,903 to $92,036 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.

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. 

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers