Dentsply Sirona Technical Support Specialist, Implants – Remote, US in USA Home Office, United States

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Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Bringing out the best in people As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us. Working at Dentsply Sirona you are able to: Develop faster – with our commitment to the best professional development. Perform better – as part of a high-performance, empowering culture. Shape an industry – with a market leader that continues to drive innovation. Make a difference -by helping improve oral health worldwide.

Summary: This position provides customer service for all internal and external customers including software inquiry, design questions, order inquiry/placement, answer product questions, and direct to other support departments to resolve customer issues over email and/or telephone. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.Provides technical assistance related to Dentsply Sirona Implant product lines, supporting customers regarding case planning, guide selection, and surgical procedures via email and/or telephoneProvides timely and accurate information to incoming customer order status and product knowledge requests, resolving customer issues and inquiries with high customer satisfactionStays abreast on product updates and new technologies as it relates to implant product linesEducates or coaches customers via telephone, remote access software, chat, in person, or in a classroom setting Provides timely and accurate information to incoming customer order status and product knowledge requests, resolving customer issues and inquiries with high customer satisfactionProcesses customer orders/changes according to established department policies and procedures, informing the customer of unit prices, shipping date, anticipated delays and any additional information, including addressing customer billing questionsWorks directly with customers including PEERs members, Ambassadors for new program development and Beta customers testing new digital solutionsProcesses product line warranties and product complaintsReports defects or offer suggestions for product improvementAdheres with all stated company policies, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibilityPerforms other related duties as assigned, including special projects Education:Minimum 2-year College Degree required; Bachelor’s Degree preferred Years and Type of Experience:Minimum of 4 years’ experience Customer Service technical support on phone and/or training of related work experience Required Computer Skills:Microsoft Office: Word, Excel, and PowerPointContact Management SystemsInternet and Email ApplicationsOrder Processing SystemsSalesforce CRM Key Required Skills, Knowledge, and Capabilities:Ability to educate or coach customers via telephone, in person, or in a classroom settingExperience working in a team-oriented, collaborative environmentOrganized and detail-oriented; deadline-orientedFlexible and able to respond to change to meet business needsExceptional interpersonal, communication, and problem-solving skills a mustCompetence to work on multiple projects at one time with minimal supervision and ensure high quality and timely deliveryAbility to read and interpret documents such as manuals, work instructions and software manualsExperience working in a team-oriented, collaborative environmentExcellent oral and written communication skills (fluent in English – written and spoken)Remains calm in challenging situationsUnderstand and leverages training provided to solve complex challenges for our customersCoachable and participates in the feedback processAbility to meet the challenges of a fast-paced and demanding environmentComputer proficiencyAbility to use a headset for phoneThe base salary and variable compensation for this role is between $60,000 and $65,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience. #LI-JV1
Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.If you need assistance with completing the online application due to a disability, please send an accommodation request to [email protected]. Please be sure to include “Accommodation Request” in the subject. For California Residents: We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes). The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity). For additional details and questions, contact us at [email protected]

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