Lead Service Technician

This role serves as a senior-level technical lead within the Patterson Dental Service organization, responsible not only for installing, troubleshooting, and repairing dental equipment, but also for guiding field service operations, mentoring junior technicians, and driving high standards of customer service and operational excellence. The Lead Service Technician acts as a subject matter expert and escalation point for complex technical issues while partnering closely with customers, internal teams, and leadership to ensure successful service delivery and customer satisfaction.

Revised / Enhanced Lead-Level Responsibilities

• Lead complex dental equipment installations, repairs, upgrades, and preventative maintenance activities across customer sites while ensuring compliance with manufacturer specifications, OSHA standards, and Patterson service protocols.

• Serve as a technical mentor and field resource for junior and mid-level technicians by providing coaching, hands-on training, troubleshooting support, and guidance on best practices.

• Act as the primary escalation point for advanced service issues, identifying root causes and implementing effective long-term solutions to minimize downtime and improve customer experience.

• Coordinate and prioritize field service activities to ensure timely response, efficient scheduling, and successful completion of customer requests.

• Build and maintain strong customer partnerships through consultative communication, professionalism, and proactive follow-up, helping drive long-term customer satisfaction and retention.

• Support leadership with onboarding, field training initiatives, process improvements, and continuous development of service documentation and operational procedures.

• Demonstrate advanced knowledge of installation procedures, jobsite coordination, equipment integration, and technical troubleshooting across a broad range of dental and computer-related equipment.

• Assist in inventory oversight, parts forecasting, and vehicle readiness to ensure technicians are properly equipped to support customer needs.

• Promote a culture of safety, accountability, teamwork, and operational excellence while reinforcing Patterson’s people-first approach and service standards.

• Collaborate cross-functionally with internal sales, operations, and technical support teams to ensure seamless execution of customer projects and service initiatives.

Qualifications

• Demonstrated experience leading or mentoring technicians in a field service, mechanical, or technical environment.

• Strong troubleshooting and diagnostic skills with the ability to independently resolve complex equipment and customer issues.

• Proven ability to manage multiple priorities while operating effectively in a fast-paced customer-facing environment.

• Strong leadership presence with excellent communication, relationship management, and customer engagement skills.

• Experience coordinating installations, field operations, or technical projects preferred.

• Advanced understanding of dental equipment, electronics, mechanical systems, or related technical service environments strongly preferred.

Job Qualifications

Required Qualifications

• High school diploma or equivalent

• Mechanical aptitude required

• Possesses strong work ethic and takes ownership of both company and customers goals/objectives

• Focused on understanding, meeting, and exceeding customer expectations

• Ability to thrive in a fast-paced environment

• Requires basic computer skills and/or ability to use smart phone/tablet

• Strong verbal and written communication skills

• Valid driver’s license along with good driving record

Working Conditions

Physical Demands

• Must be able to remain in a stationary or driving position up to 100% per day.

• Must be able to lift boxes and dental supplies up to 1-25 pounds up to 75% per day.

• Must position oneself to install/maintain dental equipment, including under equipment or cabinets up to 50% per day.

• Must be able to reach at shoulder level and reach at waist level up to 25% per day.

• Must be able to move or lift dental equipment and supplies weighing up 26-49 pounds up to 10% per day.

• Must be able to move dental equipment weighing up to 50 pounds into place less than 5% per day.

• Must be able to climb steps and/or ladders less than 5% per day.

Environmental Factors

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

Travel and On-call

• 100% travel to customer sites in a local geographic area

• Occasionally out of town for overnight and/or after-hours