Technical Support Field Engineer

Summary:

The Technical Support Field Engineer provides on-site technical support for Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers and authorized dealer technicians. Evaluates and analyzes hardware and software issues and use technology and product expertise to provide solutions. The successful candidate must be self-driven, have strong critical thinking and problem-solving skills, and be capable of working independently or as part of a team. Provides situational training to dealer technicians and customers to improve their ability to service Dentsply Sirona equipment. Travels to support customer installations preventative maintenance, and repairs as needed, including overnight travel as needed. Maintains accurate records in the repair database. Provides remote phone support for customers and dealer technicians as needed.

Key Responsibilities:

• Provides site assessments, on-site installation, preventative maintenance and troubleshooting to Dentsply Sirona Imaging, CAD/CAM and Treatment Center customers
• Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting and repairing assigned products. 
• Administers technical functions, tests equipment, handles repairs, conducts site inspections, engages with clients, and ensures compliance with all regulatory requirements.
• Demonstrates system functionality to customers and responds to customer issues and complaints.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Acquires and maintains technical knowledge, skills, and references, in all areas of the assigned products, to expertly install, operate, troubleshoot, and repair the equipment.
• Recommends or performs minor remedial actions to correct problems, including troubleshooting, testing of equipment, generating reports, and modification of designs,
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.  Records all pertinent information received on product problems and complaints
• Acts as a resource for other departments to request technical information and assistance regarding the assigned products.
• Installs, repairs, and maintains customers’ equipment; trains customers on how to properly use equipment.
• Travels to perform service calls on equipment on short notice as needed (may include overnight travel).
• Works on special projects as assigned.
• Performs other duties and assignments as requested to support the technical service function.

Education:

• Minimum 2-year College Degree required; or certification in biomedical equipment technology, applied engineering, or technology field, or equivalent work experience; Bachelor’s Degree preferred.
• Certifications/Licensing:
• CompTIA, Cisco, or similar certifications are a plus

Years and Type of Experience:

• Minimum of 4 years’ experience of field experience in a technical environment (medical/dental equipment experience preferred)

Required Computer Skills:

• Microsoft Office: Word, Excel and PowerPoint
• SQL Database software
• Internet and Email Applications
• Database Management and ability to write queries a plus
• Wireshark experience a plus

Key Required Skills, Knowledge, and Capabilities:

• Demonstrated ability to read and understand electrical diagrams, data flows, and installation planning diagrams
• Demonstrated ability to use the tools and technology needed to complete installations and repairs
• Excellent knowledge of mechanical, electrical and mathematical skills
• Exceptional interpersonal, communication, and problem-solving skills a must
• Strong analytical and critical thinking skills
• Excellent problem-solving skills; strong multitasking abilities
• Experience with Complaint handling in medical device or similar regulated industry
• Working knowledge of designs and features of medical/dental devices
• Flexible and able to respond to change to meet business needs
• Ability to be versatile and service-oriented
• Ability to remain calm in challenging situations
• Understands and leverages training provided to solve complex challenges for our customers
• Coachable and participates in the feedback process
• Ability to meet the challenges of a fast-paced and demanding environment
• Strong business acumen
• Strong oral and written communication skills, including the ability to explain complex technical, mechanical, and electrical information to end users and trained technicians
• Excellent oral and written communication skills (fluent in English – written and spoken)
• Demonstrates a high-level of interpersonal skills and the ability to interact with customers, employees, and others in a professional and tactful manner
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

**Pay Range: $36.06-40.87/hourly rate**