Technical Service Coordinator

Position Summary:

The primary role responsibility is to ensure increased customer satisfaction by providing technical equipment administrative support to dealers, end users and Dentsply Sirona(DS) Staff for all equipment sold by DS Canada. Provide online Technical support for chairside equipment (Cavitron, Instruments (dental drills, etc)) as well as Parts support for all Lab equipment. Provide Customer Support for loaner equipment and billings. Test and repair RDH, Nupro Freedom, Smartlite Focus and Smartlite Pro units. Implement and execute solutions that balance a high level of customer satisfaction while meeting or exceeding divisional operational objectives, operating within approved budgets and remaining in compliance with quality, regulatory, health and safety guidelines, regulations and requirements.  Adhere to policies and procedures that ensure appropriate internal controls for the service and repair functions at all times.

Accountabilities:

• Ensure and increase overall customer satisfaction by striving for continuous improvement in the Service Department and ensuring effective and efficient response occurs to customer needs in a timely fashion while successfully balancing attainment of department and divisional operational objectives. 
• Exceed customer expectations regarding equipment repairs by tracking and providing quick response on estimates, repair approval. Reducing turnaround times in the most efficient manner by providing dealers with pre-approved costs for equipment not repaired at their site.
• Ensure compliance to all regulatory and GMP standards as they relate to the service department.
• Ensure all required repair procedures are followed and required reporting is completed in a timely manner.
• Track and generate monthly repair reports (MS Access).
• Department process development/improvement.
   

Key Responsibilities:

• Answer all calls and customer emails in an efficient and professional manner.
• First line support to customer inquiries via telephone, email and fax.
• Initiates Service Work Order Number (SWO#) to customers to send equipment to be evaluated and repaired.
• Decontaminates incoming repair equipment and updates necessary information in the SWO database.
• Hands-on repairs e.g. Cavitrons, handpieces (electric and air-driven), curing lights, various furnaces (pressing, glazing and burnout)
• Prepares and processes customs forms for equipment repaired at vendor location to be shipped out.
• Update all database systems with appropriate information (Service Database-Access, DS CRM, Trackwise, Cerec Club)
• Weekly customer follow-up for outstanding repair estimate approvals.
• Follow up with vendors on repair status.
• Responsible for the processing and maintenance of the all warranty parts and credits.
• Client billings and credits as required.
• Provide weekly repair updates to the Dentsply Sirona Canada sales force.

Education and Experience:

• Diploma or higher from a Technical Institution

Years and Type of Experience:

• Customer Service/Care experience in call center environment
• Self-starter who can take the initiative
• Experience in a technical service environment is preferred
• Able to use common hand tools as well as specialized tools such as multimeters, oscilloscopes and power meters
• Strong computer and presentation skills with AX Dynamics, Microsoft Office including Access, PowerPoint, Excel and Word
   

Key Required Skills, Knowledge and Capabilities:

• Ability to meet divisional goals and key performance objectives
• Demonstrated ability to deal effectively with customers  and experience in resolving conflict and problem solving
• Capable of working independently, but in a team when necessary
• Ability to perform basic arithmetic computations
• Must display interpersonal skills and ability to interact with customers, employees and others in a professional and tactful manner
• Willingness and ability to learn, take on new tasks, rise to challenges and work in a team environment