Technical Support Representative, Software Systems in Yorba Linda, California at Nobel Biocare

Date Posted: 4/28/2018

Job Snapshot

Job Description

Job ID: NOB002052

About Us

Nobel Biocare is a world leader in the field of innovative implant-based dental restorations – from single-tooth to fully edentulous indications. Nobel Biocare offers you a great place to work by giving you the opportunity to grow and be recognized for your effort and achievements.

Description

Currently in pursuit of a career in Technical Support? Then apply at Nobel Biocare - a world leader in the field of dental implants.

We are currently seeking dental technicians specializing in CAD/CAM software systems to join our progressive technical team.

If you are interested in joining our World Class North American Technical Support Team please apply for the opportunity TODAY!

As a Technical Support Representative (Software Systems), you will be responsible for providing technical support on NobelBiocare software systems (NobelProcera, NobelClinician, 3Shape) & corresponding techniques/processes to external & internal customers.  Provide technical consultation on software systems (CAD/CAM) inquires via phone, email, fax, written communication, and in person during regular business hours as determined by supervisor/Manager and/or NobelBiocare.

Responsibilities include:
  • Respond to external and internal customer requests adhering to Nobel  Biocare’ s product instructions for use, manuals, employee handbook, and any other written instruction NobelBiocare has sanctioned for public dissemination. Customer request include (but not limited to) NobelBiocare Implant systems and applications, NobelProcera and NobelClinician software applications, materials produced via those systems, 3Shape generated materials for CAD/CAM processing/orders, computer operating (OS) systems, Windows 7 and MAC OS. 
  • Analyze and resolve technical issues on NobelBiocare's proprietary CAD/CAM produced materials.  Consolidate and solve issues escalated from customers and other team members.
  • Receive and process a minimum of 25 (twenty-five) calls per day (Inbound /Outbound).  
  • The creation of Salesforce.com (CSRM system), cases as necessary to support and escalate reported issues.
  • Manage external & internal customer requirements in a professional & timely manner.
  • Record customer complaints, suggestions, and comments in the appropriate NobelBiocare computer database Salesforce.com (CSRM system)
  • Become acquainted & knowledgeable on current NobelBiocare customer database systems (SAP) to look-up customer information to assist in working with customers and internal departments.
  • Maintain log of customer calls/questions and appropriate NBC responses for marketing use and/or any FAQ database. Representative needs the ability to analyze data and report trends to management.
  • Continuous pursuit in education and advancing personal knowledge of all NobelBiocare products, instructions for use, and essential operating procedures. 
  • Provide assistance during in-house educational training programs as needed. Attend NobelBiocare sponsored in-house programs, when appropriate and applicable to enhance product knowledge.
  • Conference and/or consult with other TSRs, clinical advisors, and other department personnel on unfamiliar issues or to confirm specific advice on product use.
  • Attend classes on current and/or appropriate computer software programs that NobelBiocare utilizes in its operations. Attend interdepartmental meetings deemed appropriate by the technical support supervisor/Manager.
  • Carry out any other assignments and projects as determined by supervisor.

Job Requirements



Qualifications

Minimum Requirements:
  • Minimum of 1 year work experience working in a customer-focused call center position and/or 2 years’ hands-on technical support experience, preferred 
  • High School diploma/GED, required / Bachelor’s degree or Associates in Arts degree in a related field, preferred.
  • Intermediate to advanced background experience in IT systems and knowledge of other computer program applications that are associated with Dental CAD/CAM systems along with CDT Certified Dental Technician, required

Preferred Skills:
  • Intermediate knowledge of Microsoft Office Products (Outlook, Word, Excel, PowerPoint). 
  • Ability to troubleshoot computer issues versus software issues and present solutions in an efficient timeframe. 
  • Ability to identify /problem solve and implement effective solutions independently.
  • Ability to work on multiple priorities and work well in high-pressure situations.
  • Intermediate knowledge of SAP and Salesforce.com (CSRM system), preferred  
  • Advanced computer hardware/software troubleshooting skills, preferred. 
  • Knowledgeable in digital dentistry systems, 3shape, NobelProcera, NobelDesign, NobelClinician, and/or other dental digital systems, preferred.
  • Dental background experience, clinical to technical focus (dental assisting, laboratory technician); preferred.
  • Have excellent verbal, written, and interpersonal communication skills, as well as the ability to deal effectively with employees and customers at all levels. 2nd language skill a plus. 

Nobel Biocare is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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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 industrial solutions. Our globally diverse team of 59,000 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 #144 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 2,000% over 20 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.