Technical Service Coordinator

 

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.  

 

 

Position Summary:

The primary role responsibility is to ensure increased customer satisfaction by providing technical equipment administrative support to dealers, end users and Dentsply Sirona(DS) Staff for all equipment sold by DS Canada. Provide online Technical support for chairside equipment (Cavitron, Instruments (dental drills, etc)) as well as Parts support for all Lab equipment. Provide Customer Support for loaner equipment and billings. Test and repair RDH, Nupro Freedom, Smartlite Focus and Smartlite Pro units. Implement and execute solutions that balance a high level of customer satisfaction while meeting or exceeding divisional operational objectives, operating within approved budgets and remaining in compliance with quality, regulatory, health and safety guidelines, regulations and requirements.  Adhere to policies and procedures that ensure appropriate internal controls for the service and repair functions at all times.

 

Accountabilities:

 

• Ensure and increase overall customer satisfaction by striving for continuous improvement in the Service Department and ensuring effective and efficient response occurs to customer needs in a timely fashion while successfully balancing attainment of department and divisional operational objectives. 
• Exceed customer expectations regarding equipment repairs by tracking and providing quick response on estimates, repair approval. Reducing turnaround times in the most efficient manner by providing dealers with pre-approved costs for equipment not repaired at their site.
• Ensure compliance to all regulatory and GMP standards as they relate to the service department.
• Ensure all required repair procedures are followed and required reporting is completed in a timely manner.
• Track and generate monthly repair reports (MS Access).
• Department process development/improvement.
   

Key Responsibilities:

 

• Answer all calls and customer emails in an efficient and professional manner.
• First line support to customer inquiries via telephone, email and fax.
• Initiates Service Work Order Number (SWO#) to customers to send equipment to be evaluated and repaired.
• Decontaminates incoming repair equipment and updates necessary information in the SWO database.
• Hands-on repairs e.g. Cavitrons, handpieces (electric and air-driven), curing lights, various furnaces (pressing, glazing and burnout)
• Prepares and processes customs forms for equipment repaired at vendor location to be shipped out.
• Update all database systems with appropriate information (Service Database-Access, DS CRM, Trackwise, Cerec Club)
• Weekly customer follow-up for outstanding repair estimate approvals.
• Follow up with vendors on repair status.
• Responsible for the processing and maintenance of the all warranty parts and credits.