This position is responsible for providing repair service of all equipment in the practitioner's office with a focus on excellent customer service. Work with supervisor to improve customer service skills, develop ability to use provided support tools, learn effective troubleshooting techniques, and increase product knowledge. Drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Manage more complex repair cases, troubleshoot, and resolve issues at a higher level and may support additional products.
KEY RESPONSIBILITIES:
- Provides repair services to customers in a courteous and professional manner. May also provide installation services to customers on an as needed basis.
- Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
- Can work independently and manage all on site installation, repair maintenance and test tasks.
- Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
- Comprehends customer requirements and make appropriate recommendations to optimize the customer experience.
- Maintains and manages proper levels of inventory in van.
- May assist with other more junior technicians' assignments as required to ensure quality customer service is being provided
- 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.
- Participates in special projects and performs other duties as required.
SPECIFIC KNOWLEDGE & SKILLS:
- 3 Level 1 Certifications 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 timely and accurately (work orders, FSRs, Concur, eTime, RMA's, 2579 reporting, etc.)
- Intermediate knowledge of hydraulics, mechanical and electrical systems
GENERAL SKILLS & COMPETENCIES:
- Ability to lead installations
- Must work well independently
- Intermediate troubleshooting skills
- Proven ability to work with confidential information
- Ability to present preventative maintenance to customer
- Independent self-starter
- Intermediate computer skills
- Interpersonal/ communication skills
- Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA's, 2579 reporting, etc.)
- Proven ability to work with confidential information
WORK EXPERIENCE:
Typically, 3 to 5 years of dental industry experience with demonstrated proficiency, strong 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.
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 $54,298 - 74,659, 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.
At the time of this posting, this position is eligible for a bonus not reflected in the posted range subject to the achievement of the plan.