Customer Support Specialist I

 

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

 

Bringing out the best in people

 

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

 

Working at Dentsply Sirona you are able to:

 

Develop faster - with our commitment to the best professional development.

 

Perform better - as part of a high-performance, empowering culture.

 

Shape an industry - with a market leader that continues to drive innovation.

 

Make a difference -by helping improve oral health worldwide.  

 

 

Scope
The Technical Support Specialist works directly with our customers, assisting with technical aspects of the Dentsply Sirona equipment and products including operation, troubleshooting, repair, and clinical application via telephone, fax, and email. They must be able to handle a fast-paced call enter environment with continuous interactions with customers on a daily basis.

 

Essential Functions

• Assist customers with all technical aspects of Dentsply Sirona equipment and products including operation, repair, troubleshooting and clinical application.
• Receive, research and answer customer inquiries and requests regarding accounts, products, repairs, pricing and services offered.
• Guide complaint resolution to ensure that proper and satisfactory closing is obtained from customers.  If applicable, enter complaints into the appropriate complaint handling system.
• Follow all operation procedures, work instructions, etc. at all times.
• Accurate and timely completion of all documentation and computer entries in compliance with established standards
• Identify, review, document, log, maintain and/or initiate investigations for all serious complaints.
• Communicate repair estimates to customers.
• Maintain clean and safe working environment in line with Company policies
• All other duties assigned.

 

Technical Support Specialist I

• Work with other Dentsply Sirona SBU’s to complete VCR’s and create RMA’s for warranty claims.
• Maintain daily interactions with shipping, accounting and customer service departments.
• Ensure accurate billing by tracking repair records, parts and labor used in the repair or technical support process.

 

Typical Background
Education:  

• High school diploma or GED preferred.

Certifications/Licensing:

• N/A

Years and Type of Experience:

• 1 to 3 years of experience communicating with customers in a technical capacity

Key Required Skills, Knowledge and Capabilities:

• Previous technical troubleshooting experience in a regulated industry preferred.
• Basic computer skills with knowledge of Microsoft Office Suite (Word, Excel and PowerPoint), e-mail and Internet a plus.
• Strong communication skills – written and verbal.
• Interpersonal skills to include customer-focused orientation with both internal and external customers.

 

Key Behaviors Critical for Success in this Role:
Here at Dentsply Sirona, our vision is to transform dentistry to improve oral health globally.

Every day, we empower millions of customers by proudly creating innovative