Product Support Representative I

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.

Overview

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.