What are the responsibilities and job description for the Equipment Technical Support Specialist position at Argen Corporation?
The Equipment Technical Support Specialist provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations.
Schedule: M-F, 8:30 AM - 5:00 PM
Location: Remote (Must reside in North Carolina)
The day-to-day:
- Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners.
- Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
- Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
- Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
- Performs rigorous testing of CAD software to understand software limitations.
- Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
- Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind.
- Maintains a 3-hour service level agreement on customer related issues.
- Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
- Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.
What does it take to be successful:
- Database (Oracle and MSSQL) administration knowledge a plus.
- Ability to communicate advanced topics to multicultural users.
- Solution-orientated with ability to effectively multitask in a rapid work environment.
- Previous experience in an IT support function
- General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
- Wide Area Networking Understanding, ability to set up a VPN
- User-level knowledge on CRM systems a plus, Salesforce preferred
- Experience Trouble Shooting Windows issues and servers
- General Knowledge of Sequel Server
- Experience Remote Accessing PC’s
- Experience with 3Shape Software
- Comfortable uninstalling and reinstalling software
- Hands-on experience and understanding of CAD/CAM Technologies
- Excellent Written and Oral Communication Skills
- Willingness to explore new technologies
- Consistently possess a positive approach and attitude at all service levels.
- Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred.
Our Awesome Benefits!
- Medical, dental and vision Plans
- 401k with Employer Match
- PTO
- Employee Events
- Wellness Programs
- Discounts for home, travel, entertainment and relaxation!
About Us
At Argen, we’re in the business of creating healthy, confident smiles one case at a time. We are 500 team members strong. Founded more than 50 years ago as a precious metals company in South Africa, Argen has grown to become the largest dental zirconia manufacturer in North America, largest dental alloy provider worldwide, and leader in digital dentistry solutions with diverse product offerings. Our 140,000 square foot manufacturing center houses more than 150 3D printing and milling machines and operates six days a week. Argen embodies a culture of innovation, continuous improvement, and LEAN practices in support of our mission to help our dental laboratory customers succeed.
