Technical Support Supervisor

Operating Company: DEXIS
Location: Quakertown,PA,US
Date Posted: January 9, 2024
Req Number: R5018451

Job Description:

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We also offer:

• Competitive Pay and Bonuses.
• PTO, Sick Time and Paid Holidays.
• Tuition Reimbursement
• Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
• Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
• 401K – with exceptional company match starting DAY ONE!!!!
• Community involvement opportunities & employee appreciation events.
• Newly renovated, state of the art, climate-controlled facility.
• Newly built 1200 sq fitness room.
• Large outdoor patio area with gazebo.
• Gourmet coffee, beverages, snacks, and lunches are available in our café.
• Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!

Where are we?

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.

The primary function of this position is providing day-to-day leadership and supervision of the North American DEXIS Imaging technical support team monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, and results driven.

Essential Duties and Responsibilities

• Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
• Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement
• Work directly with engineering in developing and implementing countermeasures for defects within our products.
• Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
• Ensure moderate to expert product knowledge exists within self and direct reports
• Ensure ISO and FDA requirements are met within functional area
• Manage customer escalations to resolution for all DEXIS imaging products supported by the North America support team.
• Document session notes and complaints in appropriate systems.
• Handle other duties and projects as assigned

Job Requirements:

MINIMUM REQUIREMENTS

• College degree or 4 years call center/technical support/help desk leadership experience in lieu of education.
• 2 years of previous leadership experience, managing others.
• Must reside within a commutable distance to Quakertown, PA.
• Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)

PREFERRED REQUIRMENTS

• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users.
• 4 years Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
• Understanding lean management via Danaher Business System (DBS)
• HDI certification
• Leadership – Must be able to inspire others to act on key initiatives.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Influence – Must be able to influence direct reports, peers, leadership staff, internal and external customers.
• Results orientation – Must consistently deliver results.
• Communication – Must be able to effectively communicate in both written and verbal forms.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Positive Attitude – Does what it takes to successfully accomplish goals.

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$78,100 – $94,600

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.