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Senior Digital Support Tech

Company

Henry Schein
Address ,
Employment type FULL_TIME
Salary
Expires 2023-10-22
Posted at 8 months ago
Job Description
JOB OVERVIEW:
This position is responsible to answer, resolve, and log incoming customer calls, identify issues including those which are complex in nature, and provide expert suggestions/solutions and long-term resolutions related to the supported software and digital sensor hardware integration. Will act as a subject expert and escalation point for software platform troubleshooting and provide mentorship to Specialist level support. Leverage strong customer service skills, develop and use support tools for organization, display effective troubleshooting techniques, and possess detailed, expert level product knowledge. Technical lead for projects such as software or hardware upgrades, large scale move/add/changes, process development and improvement on a technical service and project management perspective. May support additional products.
KEY RESPONSIBILITIES:
  • 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
  • Participate in special projects and perform other duties as required
  • Complaint resolution and processing requests for returned product
  • Provide highly effective and responsible remote support services to our customers in a courteous and professional manner including escalation and more advanced/difficult issues
  • Own the tracking of customer/technical service metrics and working to motivate other contributors to effectively document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
  • Answer and process customer calls effectively and efficiently to optimize customer experience
  • Provide timely resolution of customer issues
  • Continuously expands knowledge base on resolution of complex customer issues while understanding technical service / issue trends and working to update procedures/processes to best capture said trends
  • Analyzes complex technical and non-technical problems, delivering solutions where precedent may not exist
  • Act as escalation point for complex and/or high priority problems to the appropriate groups for resolution, if needed
  • Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
  • Utilizes expert knowledge of digital sensor software platforms to troubleshoot issues and make real-time adjustments within platform(s) that align with customer expectations.
  • Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
  • Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
SPECIFIC KNOWLEDGE & SKILLS:
  • Self-motivated candidates that have a record identifying improvement opportunities
  • Advanced computer skills
  • Must have the ability to mentor other technicians
  • Must demonstrate lead technician capabilities
  • Frequently apply the fundamental concepts, practices, and procedures of dental repair field
  • Must work well independently
  • 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
  • Excellent time management skills and ability to prioritize work
  • Intermediate knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
  • Good judgment, sound analytical ability, evaluation, originality and ingenuity required to perform tasks
  • Provide training to others within team/organization
  • Must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations
  • Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.)
  • Build productive internal/external working relationships
  • Excellent knowledge of digital sensor software platforms, working knowledge of practice management software platforms.
  • Expert troubleshooting skills and problem-solving skills
  • Demonstrate good judgement within defined procedures and practices for obtaining solutions
  • Familiar with healthcare regulations and HIPAA compliance
  • Working knowledge of Microsoft Word and Excel as it relates to the supported software
  • Ability to prioritize tasks, handle stress, and adapt to change
  • Work on problems of complex scope and impact where analysis of situations or data requires a review of a variety of factors

GENERAL SKILLS & COMPETENCIES:
  • Excellent interpersonal skills
  • Excellent conflict resolution skills and ability to deliver difficult messages
  • Strong understanding of industry practices
  • Good presentation and public speaking skills
  • Excellent decision making, analysis and problem solving skills with ability to multi-task
  • Good planning/organizational skills and techniques
  • Resolve complex issues in effective ways
  • Ability to build partnerships at all levels within the company, begin to build partnerships externally
  • High proficiency with tools, systems, and procedures
  • Strong verbal and written communication skills
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.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
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