Benefits:

Cell Allownace

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Position Summary: The Field Technical Engineer position serves as the first point of contact for Clients. This position is responsible for providing professional, high-level Customer Service by delivering instruction and resolving issues related to testing administration/set-up, reports, Client specific testing policy, permissions, and primary client application navigation. This position serves as a positive influence in a rapidly changing environment. This position is not only for online support but also for field-based customer support such as installation.

Primary Responsibilities/Accountabilities:

Receive, respond to and resolve inbound Client contacts on client's equipment.

Manage unresolved cases utilizing appropriate resources within required timelines.

Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction.

Document and communicate to appropriate resources any recurring/critical client issue received.

Knowledgeable about assigned Program/Client, service offerings, policies/standards, and processes.

Participate in error reporting and correction and continuous improvement of system processes and staff and department performance.

Demonstrate knowledge of patient care areas, the instruments and dental devices they use, and their collective and individual needs, concerns, and expectations.

Provide excellent Customer Service, partnering with and offering assistance and service recovery when there's a complaint.

Reassemble, inspect and test all multi-part devices assuring they are complete and will function safely and as expected.

Weekly travel to partner job sites (average jobs range between 2-7 days)

Operate department equipment safely. Use and check performance indicators to assure proper function and initiate corrective action if a malfunction is identified.

Assists in patient handling equipment training as needed.

Be able to work under supervision and incorporate feedback to improve performance

Ability to consistently perform well in a fast paced working environment

Manage multiple job functions simultaneously

Other duties as needed

Required Skills & Abilities

Bachelor's degree: Engineering/computer science preferred

Visa support

Valid driver's license

Exceptional verbal and written communication skills

Excellent customer communication skills that project confidence, enthusiasm, and a professional image

Strong problem-solving and analytical skills

Strong time management skills

Demonstrated interpersonal and teamwork skills

Proven technical skills with a strong familiarity with Microsoft Office Suite

Ability to lift to 50 pounds of equipment, push/pull equipment carts, and kneel, stand, bend, and reach during equipment repair.