JOB OVERVIEW:

This position is responsible for fulfilling all aspects in the repair and service of all equipment in the practitioner’s office with a focus on excellent customer service. Drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Manage more unique and complex repair cases, troubleshoot, and resolve issues at a higher level and support additional products.

KEY RESPONSIBILITIES: 

• Provides repair services to customers in a courteous and professional manner including escalation and more advanced and difficult issues. May also provide installation services to customers on an as needed basis.
• Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
• Provides leadership to team members and manages all on site installation, repair maintenance and test tasks.
• Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
• Comprehends customer requirements and make appropriate recommendations to optimize the customer experience.
• May assist with other more junior technicians’ assignments as required to ensure quality customer service is being provided
• Maintains and manages proper levels of inventory in van. 
• Produces timely and detailed service reports.
• Attends all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Complies with all OSHA regulations as outlined in the OSHA manual and training.  Maintains and utilizes personal protective equipment when needed.
• Communicates in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Completes all work orders in a timely manner.  The work order should be reviewed with the customer or a responsible staff member prior to departure.  This review should include the time in the office, work performed, parts replaced, and parts to be ordered.  All work orders should be closed daily and submitted for billing.
• Submits all job-related paperwork within the required timeframes.  This includes but is not limited to FDA Forms, expense reports, and any other required paperwork.
• Complies with all terms of the Fleet Management Policy including maintenance and accident management policies.
• Participates in special projects and performs other duties as required.

KNOWLEDGE: 

Intermediate level technical professional; knowledge within own discipline and developing basic knowledge of organization, processes and customers. Good judgment, sound analytical ability, evaluation, originality and ingenuity required to perform tasks.  Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of routine and non-routine issues.

COMPLEXITY: 

Work on problems of moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve a range of straightforward problems; may recommend solutions to challenges. Demonstrate good judgment within defined procedures and practices for obtaining solutions. Build productive internal/external working relationships.

SUPERVISION: 

Receive a general level of instruction on day-to-day work and moderate instruction on new projects or assignments. Assignments can be broad in nature.

WORK EXPERIENCE: 

Typically, 7 or more years of dental industry experience with demonstrated proficiency. Strong mechanical background. Service and install experience. Must have achieved and demonstrated expertise in an equivalent area to a CIT certification.

PREFERRED EDUCATION: 

Typically, High School education, vocational training and/or on-the-job training. Associates degree or Technical School Certification is preferred.

GENERAL SKILLS & COMPETENCIES: 

• Must work well independently
• Expert troubleshooting skills
• Proven ability to work with confidential information
• The ability to act as liaison between Henry Schein, customers, contractors, and EPM
• Must demonstrate lead technician capabilities
• Must have the ability to mentor other technicians
• Oral communication and presentation skills
• Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA’s, 2579 reporting, etc.)
• Proven ability to work with confidential information.
• Expert troubleshooting skills
• Advanced computer skills

SPECIFIC KNOWLEDGE & SKILLS: 

• Must have 3 or more Level 1 Certifications which were determined by the ROM/ZOM based on business need
• Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.)
• Proven ability to present preventative maintenance to customers
• Proven ability to administer timely and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
• Ability to act as liaison between Henry Schein, customers, contractors and EPM
• Must demonstrate lead technician capabilities

PERFORMANCE REQUIREMENTS: 

• Must maintain productivity rate of at least 80%
• Must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

The Equipment Service Technician (EST) position will require the delivery, installation and repair of Equipment involving Henry Schein customers.  Technicians will be expected to maneuver large equipment as needed.  The physical nature of the position, at times, may require substantial and/or repetitive bending, stopping, lifting and climbing of ladders.

COMPENSATION: