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, USA. 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.
Technical Support Specialist - Lithuania, Baltics
The Technical Support Specialist provides remote support to customers experiencing technical issues (Hardware or workflows) or software related issues for the full DS equipment portfolio with focus on digital (i.e. but not limited to CADCAM/CBCT/IOS) range. They provide customers with technical and/or educational information for all DS equipment portfolios (CADCAM/DI, Imaging, Treatment Centers & Instruments). The Technical Support Specialist provides escalation (Bensheim/Local Technical Team) or resolution routes (Dealer Partners) for customers and updates dealers & third parties on customer issues and/or required follow up.
Your responsibilities:
- Be the 1st point of contact for remote support tasks including
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issue assessment (obtain customer issue description and identify faulty component)
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troubleshoot digital issues (incl. documentation) and carry out customer consultation via phone and Teamviewer
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assess technical installation feasibility & provide customer consultation
- Capture all technical and customer information in Siroforce Local, SFDC
- Able to analyze and identify and resolve all customer problems in an analytical fashion (e.g., using error trees)
- Able to implement next steps needed to resolve issues (Software support, Field Service Technician, Dealer partner or Bensheim C/S)
- Follow up on customer resolved issues
- Maintain library of technical information incl. updating/creating error trees as part of the continuous improvement process
- Advise customer/wholesalers of spare parts to order
- Advise C/S of spare parts to order for Field Service Technicians
- Direct customers to further learning/educational resources
- Cascade sales opportunities to responsible sales person via SFDC
- Support promotional activities to relevant customers
Your profile:
Education:
- Engineering degree or similar
Years and type of experience:
- Previous experience in Technical Sales Support / Customer Service background or similar
- Good understanding of clinical workflows in practices
- Experience with digital equipment, CADCAM technology preferred
- Experience in dealing with customers
- Product and industry knowledge
- Ability to provide technical and customer service support
- Excellent local language skills + fluent English (spoken & written)
Required Travel: 70% within Baltics region
Required Computer Skills:
- Microsoft Office: Word, Excel and PowerPoint
- Contact Management Systems
- Internet and Email Applications
- Order Processing Systems
- Remote PC support software e.g. Teamviewer
Command prompt, Basic networking skills
Our offer:
- An entrepreneurial work environment that encourages creativity and innovative ideas
- The opportunity to further grow your career in an international organization
- A market-leading company with an excellent image
- A varied and challenging job with personal responsibility
- A dynamic, result-oriented and collegial team
- Company car also for private use
