[Hiring] Equipment Technical Support Specialist @Argen Corporation

Role Description

The Equipment Technical Support Specialist provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. Contribute to a close knit team that works together to support each other while providing industry leading customer service and support.

Schedule: M-F, 8:30 AM - 5:00 PM

Location: Remote (MT or PST Preferred)

The day-to-day:

• Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners.
• Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
• Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
• Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
• Performs rigorous testing of CAD software to understand software limitations.
• Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
• Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind.
• Maintains a 3-hour service level agreement on customer related issues.
• Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
• Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.

Qualifications

• Hands-on experience and understanding of CAD/CAM Technologies
• Experience with 3Shape Software preferred
• Previous experience in technical support function, with Dental CAD/ CAM experience
• Database (Oracle and MSSQL) administration knowledge a plus.
• Ability to communicate advanced topics to multicultural users.
• Solution-orientated with ability to effectively multitask in a rapid work environment.
• General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
• Wide Area Networking Understanding, ability to set up a VPN
• User-level knowledge on CRM systems a plus, Salesforce preferred
• Experience Trouble Shooting Windows issues and servers
• Experience Remote Accessing PC’s
• Comfortable uninstalling and reinstalling software
• Excellent Written and Oral Communication Skills
• Consistently possess a positive approach and attitude at all service levels.

Benefits

• Medical, dental and vision Plans
• 401k with Employer Match
• PTO
• Employee Events
• Wellness Programs
• Swag Store with regular free credits to place orders.
• Discounts for home, travel, entertainment and relaxation!