Technical Support Representative (SmEq) in Alpharetta, Georgia at KaVo Kerr

Date Posted: 7/8/2019

Job Snapshot

Job Description

Job ID: KAV004178

About Us

KaVo Kerr is a cohesive organization comprised of two global leaders, united to provide dental excellence and serve as a single premier partner for the dental community.  KaVo Kerr operates with a common vision inspiring and helping our customers, their patients and our own associates realize their potential.  KaVo Kerr offers solutions for endodontics, restoratives, treatment units, infection prevention, imaging, rotary and instruments.


Description

The primary function of this position is to independently support and perform complex technical duties related to KaVo Kerr Imaging (KKI) products by resolving customer questions, problems or concerns.

  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site
  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed
  • Provide technical account management for customers and manage escalations
  • Provide customer support including training, servicing, and quality assurance
  • Working with customers/employees to identify  problems and advising on the solution
  • Documents and logs all calls in the CRM system
  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician
  • Document session notes and complaints in appropriate systems.
  • Performs other duties and tasks as assigned by their supervisor/manager

Job Requirements



Qualifications

This position will require strong interpersonal phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting equipment by phone and with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working standard departmental support hours (8am – 8pm EST Mon-Fri), holidays and overtime. The role requires supporting and performing complex technical products, by answering customer questions or resolving issues in a support center environment.

REQUIREMENTS:

  • High school diploma or GED
  • Minimum of 1-2 years’ work experience in a technical support role or equivalent
  • Basic knowledge with MS Office; Word and Excel required
  • Understanding and use of CRM systems preferred
  • Knowledge of SAP preferred
  • Experience in a related dental or medical x-ray equipment manufacturer field preferred
PREFERRED SKILLS/EXPERIENCE:
  • Diplomacy/Teamwork – Easy to work with, a team player, positive “can do” attitude.  Project confidence and credibility.  Must also be willing and able to work closely with peers and management
  • Initiative – Self-motivated. Ability to identify a problem and seek out solutions to issues
  • Communication/Soft Skills - Must be able to effectively communicate in both written and verbal forms, as well as have the ability to engage customers verbally in a professional and patient manner.
  • Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
  • Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

RELATIONSHIPS

Internal relationships:
Reports to the Technical Support Supervisor
Frequently interacts with all functional departments

External Relationships:
Frequently interacts with customers and partner dealers


Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.



Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.