Technical Support Specialist

 

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.

Technical Support Specialist II

• Generate reporting for non-core repairs as needed for distribution of Repair Center Divisional and International customers.
• Participate in Special Project Teams as assigned.
• Acquire expanded product knowledge of the products manufactured or sold by other Dentsply Sirona SBU’s.  Maintain proficiency in technical support of and for these products.
• Close quarantine orders and RMA’s for disposition of credit/replacement/scrap.
• Generate purchase order request reports and update sales orders for proper invoicing.
•  Proficient in the use of all Complaint Handling Systems including Trackwise, Siroforce, and DSCSR.

Technical Support Specialist III

• Identify continuous improvement opportunities in systems, procedures, work instructions, etc. and recommend corrective actions as needed.
• Serve as QA auditor to participate and conduct internal audits as needed.
• Proficient in providing support for all products repaired in the COE.
• Mentor and train new or transferred Technical Support Specialists in proper pro