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Field Service Technician in Washington, District of Columbia at KaVo Kerr

Date Posted: 12/4/2018

Job Snapshot

Job Description

Job ID: KAV003228

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 support independent and major accounts and perform complex technical duties related to KaVo Kerr products, by resolving escalated product issues and support dealer partners for service and installs throughout North America. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•Point of escalation for troubleshooting of our products and services.  Ensure dealers are adequately supported for service and installs when assigned by the Field Support Team Lead

•Rapid reaction to escalated and customer down issues and maintain a high level of professionalism at all times

•Own the customer issue to resolution and complete service documents

•Independently install and service products across 2 or more brands

•Travel throughout North America to service customers and/or dealer partners

•Provide feedback to territory FST Level 3 regarding service/installs completed within respected territory

•Assist training lead during trainings

•Complete Field Service Reports in accordance with field service work instructions

•Provides telephone technical support for dealer partners and end users

•Perform other duties or special projects as assigned

Job Requirements



Qualifications

This position will require strong interpersonal face-to-face, phone and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting/installing equipment on site 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 non-standard hours and includes travel that may occur on weekends when necessary. The role requires supporting and performing complex technical duties related to KaVo Kerr imaging products, KaVo Labs and Treatment units and Pelton and Crane Dental Equipment by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison that handles customer escalations, installs assists, direct installs and executes technical projects.

This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel 90% as dictated by business needs.

REQUIREMENTS:

•2 years of college or equivalent work experience

•2 years of experience in advanced troubleshooting KaVo Kerr products in the field environment.

•3-4 years of troubleshooting and resolving issues related to Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks.

•Advanced Microsoft Office proficiency

•Proven ability to solve complex product issues across 2 or more KaVo Kerr brands

•Advanced MySQL and MAC OS knowledge a plus

•2 years’ Experience in managing multiple projects simultaneously

•Must have completed training on and demonstrate competency with 2 or more KaVo Kerr brands

•Requires a valid state driver's license, and a clean driving record

Physical Requirements:

•Be able to stand, kneel, squat, bend and work at odd angles frequently throughout the day.

•Be able to climb a ladder and work above head.

•Must be able to lift 70 pounds at the waist and 25 pounds overhead. Exert up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

PREFERRED SKILLS/EXPERIENCE:

•Leadership – Must be able to listen and respond to customer needs. •Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.

•Customer Focused – Intermediate face-to-face etiquette, effective communication and active listening

•Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.

•Results orientation – Must consistently deliver results.

•Communication – Must be able to effectively communicate in both written and verbal forms.

•Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

•Independence of Action – Works independently on complex tasks. Can successfully navigate grey areas.

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 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% 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.