Technical Support Field Engineer

About the Position

We are seeking a Technical Support Field Engineer to provide on-site technical support for Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers and authorized dealer technicians. The successful candidate must be self-driven, have strong critical thinking and problem-solving skills, and be capable of working independently or as part of a team. This role involves providing situational training to dealer technicians and customers, traveling to support customer installations, preventative maintenance, and repairs as needed, and maintaining accurate records in the repair database. Remote phone support for customers and dealer technicians is also required.

Responsibilities

Provides site assessments, on-site installation, preventative maintenance, and troubleshooting to Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers.
Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting, and repairing assigned products.
Administers technical functions, tests equipment, handles repairs, conducts site inspections, engages with clients, and ensures compliance with all regulatory requirements.
Demonstrates system functionality to customers and responds to customer issues and complaints.
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
Acquires and maintains technical knowledge, skills, and references in all areas of the assigned products to expertly install, operate, troubleshoot, and repair the equipment.
Recommends or performs minor remedial actions to correct problems, including troubleshooting, testing of equipment, generating reports, and modification of designs.
Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Acts as a resource for other departments to request technical information and assistance regarding the assigned products.
Installs, repairs, and maintains customers’ equipment; trains customers on how to properly use equipment.
Travels to perform service calls on equipment on short notice as needed (may include overnight travel).
Works on special projects as assigned.
Performs other duties and assignments as requested to support the technical service function.

Requirements

Minimum 2-year College Degree required; or certification in biomedical equipment technology, applied engineering, or technology field, or equivalent work experience; Bachelor’s Degree preferred.
Minimum of 4 years’ experience of field experience in a technical environment (medical/dental equipment experience preferred).
Required Computer Skills:
- Microsoft Office: Word, Excel, and PowerPoint
- SQL Database software
- Internet and Email Applications
- Database Management and ability to write queries (a plus)
- Wireshark experience (a plus)

Key Required Skills, Knowledge, and Capabilities

Demonstrated ability to read and understand electrical diagrams, data flows, and installation planning diagrams.
Demonstrated ability to use the tools and technology needed to complete installations and repairs.
Excellent knowledge of mechanical, electrical, and mathematical skills.
Exceptional interpersonal, communication, and problem-solving skills.
Strong analytical and critical thinking skills.
Excellent problem-solving skills; strong multitasking abilities.
Experience with complaint handling in medical device or similar regulated industry.
Working knowledge of designs and features of medical/dental devices.
Flexible and able to respond to changes to meet business needs.
Ability to be versatile and service-oriented.
Ability to remain calm in challenging situations.
Understands and leverages training provided to solve complex challenges for our customers.
Coachable and participates in the feedback process.
Ability to meet the challenges of a fast-paced and demanding environment.
Strong business acumen.
Strong oral and written communication skills, including the ability to explain complex technical, mechanical, and electrical information to end users and trained technicians.
Excellent oral and written communication skills (fluent in English – written and spoken).
Demonstrates a high-level of interpersonal skills and the ability to interact with customers, employees, and others in a professional and tactful manner.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

We Offer

Opportunity to work with a market leader in the dental industry.
Professional development and growth opportunities.
Competitive compensation package.
Comprehensive benefits program.
Collaborative and innovative work environment.

About the Company

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.

Dentsply Sirona is an Equal Opportunity 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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