Technical Service Advisor

COLTENE is a global leader in the development, manufacture and sale of consumables and small equipment for dental treatment applications. COLTENE operates production facilities in Switzerland, Germany, Canada, France and the USA, as well as a worldwide sales network with its own representatives and distribution partners. Dentists and dental technicians worldwide rely on COLTENE products, both for conventional, as well as implant-based treatment and dental reconstruction.

We are looking for candidates to join our Technical Services Department as a Technical Service Advisor. Job responsibilities include phone technical support G4 monitoring, troubleshooting, as well as providing technical training of SciCan equipment for our customers and field service technicians.

This position could be remote with infrastructure required to perform the job provided by Coltene. Infrastructure includes computer, monitor, internet connection, printer/scanner, and headset. Working Hours for this position are Monday- Friday, 8:30 AM -5 PM with 30-minute unpaid lunch daily. This position will require some travel to the Ohio facility as needed for new product training, and continuous technical training

Duties and responsibilities

• Interface with dealer technicians, sales reps, and others over the phone to provide advanced troubleshooting, diagnosis, and fixes for faulty equipment including sterilizers, instrument washers, ultrasonic cleaners, scalers and curing lights.
• Monitor G4 dashboard and proactively contact customers when faults appear online and recommend fixes.
• Locate and provide appropriate part numbers to dealer technicians.
• Create tickets when necessary to document reoccurring or new faults.
• Participate in platform meeting to stay updated on new fixes, equipment updates, and new G4 functionality.
• Escalate faults when necessary and collaborate with North America team to find solutions.
• Use technical writing skills to communicate via email with dealer technicians and sales reps on solutions to cycle faults.
• Suggest improvements to communication and technical information shared with dealers and customers.
• Provide technical training classes as necessary to train dealer technicians.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

The minimum qualifications listed below are representative of the knowledge, skill and/or ability needed in order to successfully perform the job.

• Associate?s degree (A. A,)/Electrical Engineering (EET) degree/Equivalent from two-year college or technical school degree preferred, OR at least two years of related work experience, OR equivalent combination of education and experience
• Strong electrical, electronic, and mechanical experience
• Ability to effectively communicate with customers, sales reps and employees
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
• Ability to write routine reports and correspondence
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of instructions in mathematical or diagram form and deal with abstract and concrete variables
• Ability to use technology and cloud base platforms effectively.

Working conditions

While performing the duties of this job, the employee works in primarily at Coltene Inc. or a home office environment. This is a full-time hourly non-exempt position requiring at least 40 hours per week, with hours of work and days scheduled determined by the Technical Services Manager. This position requires some travel.

Physical requirements

While performing the duties of this job, the employee is primarily sitting at a desk for prolonged periods of time. Standing, walking or bending will occur from time to time. Prolonged periods of concentration and focus are required along with excellent interpersonal skills and the ability to deal with stress of time constraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear.

Direct reports

None

Benefits

Coltene offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance:

Generous Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Account (HSA) | Company-Paid Life and AD D Insurance | Company-Paid Long-term and Short-term Disability | Voluntary Life Insurance | Voluntary Critical Illness, Hospital and Accidental Injury Insurance | 401(k) | Tuition Reimbursement Program

EOE STATEMENT

It is the policy of Coltene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Coltene will provide reasonable accommodations for qualified individuals with disabilities.