Technical Support Specialist - Waltham, MA at Dentsply Sirona in Waltham, Massachusetts

Job Description:

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

Summary:

This position provides customer service for all internal and external customers including software inquiry, design questions, order inquiry/placement, answer product questions, and direct to other support departments to resolve customer issues over email and/or telephone. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

• Provides technical assistance related to Dentsply Sirona Implant product lines, supporting customers regarding case planning, guide selection, and surgical procedures via email and/or telephone
• Provides timely and accurate information to incoming customer order status and product knowledge requests, resolving customer issues and inquiries with high customer satisfaction
• Stays abreast on product updates and new technologies as it relates to implant product lines
• Educates or coaches customers via telephone, remote access software, chat, in person, or in a classroom setting
• Provides timely and accurate information to incoming customer order status and product knowledge requests, resolving customer issues and inquiries with high customer satisfaction
• Processes customer orders/changes according to established department policies and procedures, informing the customer of unit prices, shipping date, anticipated delays and any additional information, including addressing customer billing questions
• Works directly with customers including PEERs members, Ambassadors for new program development and Beta customers testing new digital solutions
• Processes product line warranties and product complaints
• Reports defects or offer suggestions for product improvement
• Adheres with all stated company policies, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility
• Performs other related duties as assigned, including special projects

Education:

• Minimum 2-year College Degree required; Bachelor's Degree preferred

Years and Type of Experience:

• Minimum of 4 years' experience Customer Service technical support on phone and/or training of related work experience

Required Computer Skills:

• Microsoft Office: Word, Excel, and PowerPoint
• Contact Management Systems
• Internet and Email Applications
• Order Processing Systems
• Salesforce CRM

Key Required Skills, Knowledge, and Capabilities:

• Ability to educate or coach customers via telephone, in person, or in a classroom setting
• Experience working in a team-oriented, collaborative environment
• Organized and detail-oriented; deadline-oriented
• Flexible and able to respond to change to meet business needs
• Exceptional interpersonal, communication, and problem-solving skills a must
• Competence to work on multiple projects at one time with minimal supervision and ensure high quality and timely delivery
• Ability to read and interpret documents such as manuals, work instructions and software manuals
• Experience working in a team-oriented, collaborative environment
• Excellent oral and written communication skills (fluent in English - written and spoken)
• Remains calm in challenging situations
• Understand 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
• Computer proficiency
• Ability to use a headset for phone

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject.

For California Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at careers@dentsplysirona.com