Product Support Representative I

Job description

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.


This position serves as the primary point of contact for customer and sales force inquiries to limited products (Mechanical Room, Clinical or Equipment) relative to product/technical support, order processing, order configuration, and promotional initiatives. The incumbent predominantly coordinates and performs research, troubleshooting, escalation, and resolution of technical issues logged by customers/partners via phone and email related to their product group.

Duties and Responsibilities:  

  • Troubleshoots, analyzes, and remedies customer inquiries in an accurate and timely manner, routinely following up with customers as necessary to resolve issues and generate a positive customer/partner experience.
  • Supports routine technical support for products not currently produced for a specific product group.
  • Logs/tracks all service or product-related defects reported in the field, collects all applicable information, and effectively communicates with necessary departments and/or individuals within the company to determine root causes and eliminate future defects.
  • Acts as a liaison between customers and various company departments, escalates critical technical issues to engineering, manufacturing, product management and/or department leadership when necessary, and improves customer satisfaction through service provided.
  • Develops a robust knowledge of their focused product group (i.e., Equipment, Mechanical Room, or Clinical).
  • Assists customers, territory managers, and dealers with quoting, order entry, product configuration, order fulfillment, and/or policies related to their focused product group.
  • Supports all current and expired (but still in use) products.  May include vendor/partner manufactured products. May be designated by market product category (i.e., clinical, equipment, mechanical).

Minimum Qualifications:

  • Generally, requires 1-3 years of experience in a product, customer support or account management role.
  • Generally, requires experience working in a technical capacity or the ability to quickly learn technical subject matter; notably mechanical, electrical, hydraulic, and pneumatic information.
  • Must be able to communicate effectively, verbally and in writing, with the ability to understand and successfully convey technical information.
  • Intermediate analytical, technical, and problem-solving skills to troubleshoot complex issues, and must be able to take independent initiative to improve knowledge and skills.
  • Strong interpersonal skills, with the ability to build strong relationships, with both customers and teammates.
  • Intermediate organizational skills with the ability to appropriately prioritize work and effectively use systems to capture and retrieve information.
  • Intermediate product knowledge for replacement part identification based upon issue or part description for product group.
  • Ability to work independently, as well as in a team environment, using all available resources to accomplish work and benefit the customer. Must also have strong PC knowledge and skills.

Manufacturer of dental chairs, delivery systems, and dental lights.