Technical Customer Support

Requistion ID: 79006 

1. Position Overview

This role forms part of our technical service team providing high level services, both in-house and on-site throughout the assigned state(s) to our internal and external customers that includes installation, calibration, preventive maintenance and repair of dental equipment.

2. Primary Objectives

• Working both individually and as part of team, undertake technical service and support of the Company’s products.
• Positively influence customer satisfaction by providing timely and proficient technical service and advice, for internal and external customers.
• Positively influence the financial goals of the Company through cost and inventory control, accurate and timely invoicing and the promotion of the Company’s products and services.

3. Specific Responsibilities

• Installation, calibration, maintenance and repair of equipment sold and serviced by the Company.
• Provide technical advice and support to the sales team.
• Ensure that all contact with customers, whether internal or external, is of a high standard.  This includes  maintaining your appearance, the condition of your vehicle and the standard of communication with the customers.
• Work collaboratively with all colleagues. 
• Attend calls as scheduled by the Technical Service Support Coordinators.
• 100% accuracy on use of parts for service work, measured by stock take variations.  Whenever parts are required you must make every practical effort to use part numbers in your communication.
• Promote the Company’s service offers to customers, including calling to inform customers of the benefits of, and scheduling PM services.
• Care and maintenance of all tools, parts, equipment supplied by the Company in accordance with the Company procedures and policies.
• Care and maintenance for the Company vehicle in accordance with the Company vehicle policy.  Vehicles must be cleaned regularly in order to maintain a professional appearance.  Vehicles must be serviced as per the manufacturer’s recommendations.
• Ensure every work area is kept clean and tidy and in accordance with quality control procedures.
• Complete reports on the PDA system in a timely manner for all service and support activities.
• Provide feedback to the Technical Service Manager/State Manager about issues that have an impact on technical service. 

Knowledge

• Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research.
• Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required.

Teamwork

• Work as a team, provide back up and support and share responsibility for completion of tasks as required.

Health and Safety

• Adhere to all health and safety procedures and policies to ensure a safe working environment
• Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
• Wear all personal protective equipment as required
• Maintain awareness and understanding of internal safety procedures and adhere to these at all times
• Proactively report and manage safety issues

4. Position Dimensions

Number of positions reporting to this position is varied dependent on size and complexity of the region.

• Number of direct reports;              NIL
• Number of matrix reports;             NIL

5. Decision Making Authority

• Reviewing policies and procedures and making recommendations as required.
• Approval as per Finance authority matrix.

6. Relationships

• All Dentsply Sirona team members.
• National Manager – Technical Service an Maintenance
• Service Support Coordinators
• Sales Specialists

7. Experience and Qualifications

• Relevant degree or certificate preferred.
• Demonstrated experience in a similar role.

8. Skills

• Demonstrated strong business acumen.
• Maturity of judgement and discretion.
• Excellent attention to detail.
• Capacity to operate independently.
• Excellent written and verbal communication skills.
• Advanced level computer skills with proficiency in MS Office Suite, Excel, Word, PowerPoint & Access.
• Strong interpersonal skills with a demonstrable ability to work within a changing environment.
• Willingness to contribute to and support team goals.
• Excellent organisational and time management skills.
• Ability to priorities conflicting workloads and multitask.
• High levels of personal drive and motivation.
• Leads by example and acts as a role model to the broader team, consistently demonstrating Company Values and standards and striving for continuous personal and professional development.