Job Summary

Provides senior level of onsite repair, installation and maintenance on a variety of dental products. Acts as a lead or main technical field contact for other departments needing assistance. Serves as a technical contact for assistance with the training and ongoing technical support for other technicians, sales staff and administrative staff. Follows manufacturer guidelines relative to the repair of devices.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

•  Inventory Management:  Determines parts, supplies or tools needed to complete service requests. Uses, maintains and secures test devices and tools used to adjust, calibrate and repair equipment. Manages vehicle inventory and restocks as necessary. Returns defective modules, assemblies or parts to the local office and labels items

• Vehicle Maintenance:  Ensures proper vehicle maintenance guidelines and safe driving habits are followed

• Install and/or Repair Dental Equipment:   Repairs equipment to meet manufacturer’s specifications. Performs standard system installations and tests the functionality of all components. Determines replacement components necessary for onsite service repairs. Follows specific manufacturer, federal/state, BHR guidelines for repairs. Complies with all company, OSHA or other agencies’ policies related to asepsis. Completes all required service forms (work order entry, inventory, BRH forms, expense reports and/or purchase card statements, time sheet and equipment-related items). Independently makes assigned customer calls, diagnosing problems to a module or specific component level  

• Customer Relations:   Provides technical support after initial installation of equipment, PC software and hardware. Ensures that service commitments are met within standard response times. Independently conducts site surveys at dental practices to determine the needs of the practice. Trains the office staff on proper operation and basic maintenance of the systems installed

• Supervision: Needs to be the liaison between the equipment department and service department on installations. Assigns daily duties to team while keeping with the jobs timeline and reports any issues back to the inside team. Assists in training and mentoring other members of the team

Additional functions

In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Independent worker: Needs little to no supervision to complete job-related tasks in the expected timeframe. Stays focused and completes tasks thoroughly

• Mechanical Aptitude:Has the desire to repair, assemble and disconnect mechanical equipment. Stays current with technical knowledge and best practices

• Customer Service:Supports customer needs through responding in a timely, professional manner. Open and receptive to customer problems. Treats customers in a fair and considerate manner

• Communication:  Understands and conveys written and oral information and ideas. Listens attentively and asks questions when necessary.  Uses general terminology to explain technical aspects of using technology to a non-technical audience. Relays any special problems to TechEdge Coordinator following each call

• Interpersonal Skills:Establishes and maintains productive, mutually beneficial relationships with customers, vendors and colleagues. Responds to difficult people and situations and deliver negative information in a way that preserves relationships

• Problem Solving Skills:Analyzes a situation, identifies potential solutions, and carefully evaluates potential solutions and their outcomes and takes appropriate action when needed

Job Qualifications

Required Qualifications

• High school diploma or equivalent

• Must maintain a valid driver’s license and good driving record

• 9+ years experience in a dental/medical environment

• Microsoft Certified Systems Engineer (MCSE) certification or MCP

• Experience with peripherals such as printers, backups, scanners and modems

• Carpentry/plumbing/heating/electricity/electronics related experience

• Computer skills in Windows-based programs

• Ability to travel in vehicle for several hours in a day with occasional overnight stays

Preferred Qualifications

• Associate degree in a computer-related field or equivalent

• Technical training in Bio-Med/electronics or related technical field

• Experience in computer repair

• Experience in category five cabling

• Experience in TCP/IP networking

• Excellent verbal and written communication skills

Working Conditions

Physical Demands

• Frequency                                                Requirement

• 100% of shift                                            Standing

• 100% of shift                                            Walking

• 100% of shift                                            Driving

• 100% of shift                                            Lifting and carrying 1-10 pounds

• 100% of shift                                            Lifting and carrying 11-25 pounds

• 40% of shift                                              Lifting and carrying 26-50 pounds

• 60% of shift                                              Lifting and carrying over 50 pounds

• <5% of shift                                              Climbing steps and/or ladders

• 40% of shift                                              Bending and stooping

• 50% of shift                                              Kneeling

• 25% of shift                                              Reaching at shoulder level

• 25% of shift                                              Reaching at waist level

• 50% of shift                                              Crouching

• 50% of shift                                              Crawling

Environmental Factors

This position requires traveling to customer locations and providing services and support to customers.