JOB OVERVIEW: This position is responsible for providing remote technical support to customers, Technicians and field sales teams on the service of all equipment in the practitioner’s office with the focus on excellent customer service. Triage, diagnose and resolve technical issues remotely to drive service success that improves customer satisfaction, first time fix rate, response times and customer uptime. Manage more complex cases, troubleshoot and resolve issues at a higher level. May support additional products. KEY RESPONSIBILITIES: Provide responsible remote repair services to our customers in a courteous and professional manner including escalation and more advanced/difficult issues. Provide remote monitoring for Early Warning System (EWS) including trend analysis, customer contact, remote resolution and scheduling field technician. Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions. Comprehend customer requirements and decide appropriate recommendations to optimize the customer experience. Act as EST Mentor. Assist with new hires and junior technicians to provide technical support, guidance and training as required to ensure quality customer service is being provided. Produce timely and detailed service reports. Attend all required training, which includes nut not limited to Henry Schein Dental Career Development training and specific manufacturer technical training. Communicate in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments. Complete all work orders in a timely manner. This review includes the time spent on the phone, status of the call, any work performed, parts ordered, and parts to be ordered. All work orders should be closed daily and submitted for billing. Participate in special projects and perform other duties as required. SPECIFIC KNOWLEDGE & SKILLS: Good judgment, sound analytical ability, evaluation, originality and ingenuity required to perform tasks. Expert troubleshooting skills Frequently apply the fundamental concepts, practices, and procedures of dental repair field. Work on problems of complex scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve a range of straightforward problems; may recommend solutions to challenges; apply company policies and procedures to resolve a variety of routine and non-routine issues Demonstrate good judgement within defined procedures and practices for obtaining solutions. Self-motivated candidates that have a record identifying improvement opportunities Must have the ability to mentor other technicians. Must demonstrate lead technician capabilities. Must work well independently. Build productive internal/external working relationships. Strong mechanical background. Service and install experience. Must have achieved and demonstrated expertise in an equivalent area to a Senior Technician. Proven ability to act as liaison between Henry Schein, customers, contractors, and EPM. Oral communication and presentation skills. Proven ability to work with confidential information. Advanced computer skills. Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.). Must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations. GENERAL SKILLS & COMPETENCIES: Basic understanding of industry practices Excellent time management skills and the ability to prioritize work Ability to set clear team goals, delegate tasks and set deadlines Very good attention to detail and accuracy Customer service oriented and ability to work with and resolve complex issues Ability to plan and arranges activities Excellent interpersonal communication skills Excellent written and verbal communication skills Ability to maintain confidential and highly sensitive information Ability to work in a team environment Ability to multi-task Ability to manage conflict Capacity to work effectively under pressure Good analysis and problem solving skills Oversee multiple and/or complex projects Identify and recommend continuous improvement opportunities Establish productive working relationships at multiple levels within the organization MINIMUM WORK EXPERIENCE: Typically 7 or more years of related experience. PREFERRED EDUCATION: Typically a Bachelor's Degree or global equivalent in related discipline. TRAVEL / PHYSICAL DEMANDS: Travel typically less than 10%. Office environment. No special physical demands required. The posted range for this position is $55,471-$86,674 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc. Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers Fraud Alert Henry Schein has recently been made aware of multiple scams where unauthorized individuals are using Henry Schein's name and logo to solicit potential job seekers for employment. Please be advised that Henry Schein's official U.S. website is www.henryschein.com. Any other format is not genuine. Any jobs posted by Henry Schein or its recruiters on the internet may be accessed through Henry Schein's on-line "career opportunities" portal through this official website. Applicants who wish to seek employment with Henry Schein are advised to verify the job posting through this portal. No money transfers, payments of any kind, or credit card numbers, will EVER be requested from applicants by Henry Schein or any recruiters on its behalf, at any point in the recruitment process. Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place. Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request. US Candidates: jobsupport@henryschein.com UK and Ireland Candidates: UKHSHRRecruitment@henryschein.co.uk Australia and New Zealand Candidates: APACCareers@henryscheinone.com Malaysia Candidates: CNHR@henryschein.com Italy Candidates: risorse.umane@henryschein.it It is important to us to offer different types of work arrangements. Please see the types we offer below: Work From Home: Work is performed directly from the TSM's home office. Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required. Onsite: Work is performed exclusively at a company facility. Field: Position requires traveling to different locations within a specific geographic territory, as assigned.