Job Summary
Provides training and intermediate level onsite repair, installation and maintenance on a variety of dental products including networking, computers and software in a Windows environment. 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 guidelines for repairs as well as 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. Assists in training and mentoring other members of the team
* Customer Relations: Provides technical support after initial installation of equipment, PC software and hardware. Ensures that service commitments are met within standard response times. Conducts site surveys at dental practices to determine the needs of the practice. Trains the office staff on proper operation of the systems installed. Completes cold calls on non-Patterson and non-Advantage customers
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
* 5-9 years prior experience as a dental service technician
* Carpentry/plumbing/heating/electricity/electronics related experience
* Technical training in electronics or a related technical field
* 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
* Microsoft Certified Systems Engineer (MCSE) certification or MCP
* Experience in computer repair
* Experience in category five cabling
* Experience in TCP/IP networking
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.