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Technical Support Specialist, Preventive - York, United States - Dentsply Sirona
Description
Dentsply Sirona is the worlds 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 Sironas products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sironas global headquarters is located in Charlotte, North Carolina. The companys shares are listed in the United States on NASDAQ under the symbol XRAY. This position is located in York, Pennsylvania. Offering the cultural attractions of a big city and the down-home charm of a small town, York, PA is an extraordinary place to live, work and play. York is located in south-central Pennsylvania and is within 25 miles of Gettysburg and Lancaster, 45 miles of Baltimore and Hershey, and 100 miles of Washington, DC and Philadelphia. Engrained with a rich history and heritage and becoming one of the fastest growing cities in Pennsylvania, York is a place where the past and the present comfortably coexist.
**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 were 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.
**TECHNICAL SUPPORT SPECIALIST**
**SCOPE:**
The Technical Support Specialist works on the phone directly with our customers, assisting with technical aspects of the Dentsply Sirona equipment and products including operation, troubleshooting, repair, and clinical application via telephone, fax and email. They must be able to handle a fast-paced technical call center environment with continuous interactions with customers on a daily basis.
**KEY RESPONSIBILITIES / ESSENTIAL FUNCTIONS:**
In a fast paced, technical telephone customer service call center environment, assist customers with all technical aspects of Dentsply Sirona equipment and products including operation, repair, troubleshooting and clinical application.
Receive, research, and answer customer inquiries and requests regarding accounts, products, repairs, pricing, and services offered.
Guide complaint resolution to ensure that proper and satisfactory closing is obtained for customers. If applicable, enter complaints into the appropriate complaint handling system.
Responsible for identifying, reviewing, documenting, logging, maintaining and/or initiating the investigation for serious complaints
Communicate repair estimates to customers.
Work with other Dentsply Sirona business units to complete VCRs and create RMAs for warranty claims.
Maintain daily interactions with shipping, accounting, and customer service departments.
Ensure accurate billing by tracking repair records, parts and labor used in the repair or technical support process.
Maintain clean and safe working environment in line with company policies.
Follow work instructions and operating procedures in compliance with all quality and regulatory guidelines.
Assist with training for new and/or transferred employees as needed.
Performs other duties and projects as assigned.
**KNOWLEDGE, SKILLS AND ABILITIES:**
Excellent verbal communication and customer service skills including phone etiquette, and the ability to understand and resolve customer concerns and issues.
Strong organizational skills.
Demonstrated ability to utilize MS Office.
Ability to work independently, as well as within a team.
Ability to perform basic arithmetic computations.
Ability to read and understand SOPs and other policies and procedures.
Troubleshooting and problem solving abilities a plus.
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**EDUCATION AND EXPERIENCE:**
High school diploma or GED required; advanced education a plus.
Previous experience customer service experience and background communicating with customers to resolve technical issues preferred.
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 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
