What are the responsibilities and job description for the Equipment Concerns Representative position at Ultradent Products Inc.?
Ultradent Products Inc, (UPI) a worldwide leader in dental manufacturing, is looking for an Equipment Customer Service Support Representative. This position acts as a central contact point for technical questions from dentists, internal and external sales representatives and marketing brand managers with regards to any UPI Equipment. Questions and comments will be directed by the Equipment Customer Service Support Representative to a central location to be correctly channeled and followed up with and maintained to make sure customers are getting the answers they need with regards to their UPI equipment The representative will also be responsible for educating customers on what to expect from our services.
Equipment Customer Service Support team works a hybrid shift: Monday - Wednesday in-office and Thursday-Friday remotely. Hours: Monday - Thursday 7AM-4:30 PM, Friday 8 AM-12PM.
Important job responsibilities:
- Answer calls from sales account managers and dentists related to technical equipment and service repairs that need done on their UPI equipment.
- Compose emails providing technical/dental procedural information for customer service.
- Read and understand studies related to our equipment as well as competitor’s equipment to understand the industry, as well as understand the differences between our products and our competitors’.
- Communicate with customer service to share information and create solutions for customers.
- Process concern forms providing detailed and accurate information.
- Manage product returns with appropriate vendors.
- Manage product repair process by providing detailed and accurate information to obtain quotes from manufacturers and send products for repair.
- Recognize and champion opportunities for process improvements.
- Effective and appropriate communication with employees and managers of manufacturing areas.
- Timely follow up on all issues.
- Communicate with quality assurance team and control staff to resolve issues in a timely manner.
- Accurate input of data into Oracle, Agile, and other necessary software
- Multitasking
- Willing to take on other projects/items that need completed for the day
What we’re looking for in you:
- Experience working with other departments, managers, customers, external vendors.
- Ability to learn/develop the skills necessary for document corrections, changes, and review.
- Manage multiple priorities.
- Organizational, analytical, writing, and interpersonal skills.
- Dependable and self-directed.
- Critical thinking, problem solving and deductive reasoning skills.
- Familiarity with Windows based software programs: MS Word and Excel.
- Experience using Oracle and Agile is a plus.
Ultradent is an Equal Opportunity and Affirmative Action Employer. We are a global culture where differences are sought after, welcomed, and embraced. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
VEVRAA Federal Contractor: For more information please contact us at Recruiting@ultradent.com.
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