Technical Support Specialist II

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.Bringing out the best in peopleAs advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.Working at Dentsply Sirona you are able to : Develop faster - with our commitment to the best professional development.Perform better - as part of a high-performance, empowering culture.Shape an industry - with a market leader that continues to drive innovation.Make a difference -by helping improve oral health worldwide.Summary : The primary responsibility of this position is to provide professional customer support for all internal and external customers including providing technical assistance related to Dentsply Sirona SureSmile software by supporting customers regarding case planning, software navigation, and processes over email and / or telephoneKey Responsibilities : Manages all order- and software-related queries from all SureSmile customersResponds to calls and / or emails by gathering requested information, creating cases, and following or escalate case to resolutionSupports software integration and exports of STL / DICOM FilesHandles end to end management of multiple projects and customer issuesRecords all order- or software-related queries and follow / escalate to resolutionCollaborates across departments including Customer Support, Shipping, Supply Chain , User Maintenance, Manufacturing, and Digital Lab, Field Support TeamDocuments of all pertinent end-user identification information, including name, practice, contact information and nature of problem or issueIssues escalations, when needed, to appropriate person or departmentCommunicates regularly with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issueProcesses orders / changes according to the established department policies and proceduresInforms customer of unit pricing, shipment dates, anticipated delays and any additional information including addressing customer billing questionsTracks orders and deliveries to check overdue dispatches and delivery statusManages data updates and shipment files to ensure the work trail and delivery reschedulingManages return of goods with the shipping and IT department, and ensure correct customs documentationMonitors open and unconfirmed orders; reviews open physical or digital lab orders, resolving open or unconfirmed orders in the ERP or Manufacturing Web ManagerTracks inventory for all VPro, Dr and Patient Kit Orders in the ERP system and communicates with the warehouseDevelops and refines processes and procedures to support continuous improvementMaintains confidentiality of patient informationComplies with company and departmental policies and administrative requirements.Performs other duties as assigned or as needed.Education : High School Diploma or GED equivalent requiredCertificationsDental certifications and / or training a plusYears and Type of Experience : A minimum of 2 years of experience working in a Customer Support and / or Technical Support environment preferredDental knowledge and / or experience, preferably in Orthodontics is a plusRequired Computer Skills : Proficient in Microsoft Office Suite, browser-based software, basic computer hardwareInternet and Email ApplicationsKnowledge of multiple software, such as, Suresmile, AX, SAP & Salesforce and SmartSolveKnowledge of CRM systems is a plusKey Required Skills, Knowledge, and Capabilities : Ability to manage difficult or emotional customer situations in a timely and professional mannerAbility to educate or coach customers via telephone, in person, or in a classroom settingAbility to provide technical assistance via TeamViewer for screen sharing and troubleshooting.Strong communication, collaboration, analytical and leadership skillsStrong problem assessment, analytical, decision-making, and problem-solving skillsExcellent verbal, written and communication skillsAbility to handle multiple projects simultaneously with a high degree of professionalism and prioritizationAbility to build productive relationships in a global environmentDemonstrates a high-level of interpersonal skills and the ability to interact with patients, physicians, medical staff, employees, and others in a professional and tactful mannerAbility to effectively present information and respond to questions from groups of managers, clients, customers, and the general publicAbility to respond effectively to the most sensitive inquiries or complaintsAdditional Requirements : Candidates must be eligible to work in the USCandidates must be willing to work a minimum of 40hrs per week, with varying start and end timesMultilingual (read, speak, and write) a plusDentsply Sirona is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com (careers@dentsply.com) . Please be sure to include “Accommodation Request” in the subject.For California Residents : We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us : identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).The above categories of personal information are collected for the following business purposes : performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).For additional details and questions, contact us at careers@dentsplysirona.com