Service Technician, CS CA

Overview:

This Position provides entry-level technical support for customers and dealers by installing and troubleshooting software, I/O devices, and hardware—both onsite and remotely. Perform basic intraoral and software troubleshooting, 2D/3D calibrations, and firmware updates. Execute intermediate I/O device diagnostics, image-quality testing, and pano imaging support. Maintain a solid understanding of product design, using TSBs, and ticket histories.

Job Responsibilities:

• Respond to all level I service calls and emails from internal and external customers
• When necessary, escalate level I service to a level II or Senior technicians or higher level.
• Diagnose problems to module or component level
• Determine parts, supplies or tools needed to complete service requests
• Use, maintain and secures test devices and tools used to adjust, calibrate and repair equipment
• Forwards any issues or special problems to Customer Support Manager
• Load, deliver, install, spec, and train customers on the use and basic maintenance of equipment sold
• Manage the installation service components(parts) load, deliver, install, spec, and train customers on the use and basic maintenance of equipment sold
• Complete all required paperwork (i.e. time sheets, service ticket)
• Ensures the return of defective modules assemblies or parts to the office and label items
• All other duties as assigned

Qualifications & Requirements:

• Communication Skills: Communicate effectively with employees at all levels and relay technical information to internal & external stakeholders.
• AA/AS in CS, IT, or related Technical School degree
• Business related computer skills including Microsoft Office Suite
• Excellent oral and written communication skills
• Familiarity with diagnosing and troubleshooting HW/SW issues on modern computer systems.
• Prior technical support experience a plus.