JOB OVERVIEW:
This position is responsible for delivering a individually tailored and superior customer
experience with regard to the integration and networking of all high-tech equipment and to fulfill
all aspects in the installation and/or service of all equipment with the focus on excellent customer service in the dental professional’s office. Manage more complex cases and troubleshoot and resolve issues at a higher level and may support additional products.
KEY RESPONSIBILITIES:
Installs all high-tech hardware and software needed for the integration and networking of all office high-tech equipment.
Aids in the creation, installation, repair and support of office automation, networking, and related computer/technology projects including mobile devices.
Support and installation of technology related equipment performed both remotely and onsite.
Provides responsible repair and installation services to our customers in a professional manner including escalation and more advanced and difficult issues.
Works with local center personnel to coordinate all office technology installations and integrations.
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
Remains well versed on various high-tech equipment and services.
Performs on-site system evaluations as needed to ensure compatibility of products with existing client hardware and software.
Provides ongoing maintenance and support for servers, workstations, in a dental office.
Diagnoses and repairs all high-tech equipment.
Educates customer on proper care and maintenance and advice on simple troubleshooting procedures.
Completes all paperwork pertaining to the installation. (Warranty cards, Installation checklists and provide owner with all manuals.)
Communicates any and all information to DTS, ESS, FSC, local management and OATS personnel when appropriate.
Participates in Center meetings to coordinate all office technology installations and integrations.
Participates in special projects and performs other duties as required.
SKILL:
Senior level technical professional; knowledge and full understanding of one or more disciplines
and good knowledge of organization, processes and customers. Good judgment, strong analytical
ability, evaluation, originality and ingenuity required to perform tasks. Know and apply the
fundamental concepts, practices, and procedures of a particular field. Resolve issues and
assignments in creative ways. Some assignments may be broad in nature. May serve as a resource to others to resolve complex problems and issues. May take on project co-lead role as required.
COMPLEXITY:
Work on problems of diverse scope and moderate impact where work performed requires a review of a variety of factors. Use best practices and technical knowledge to solve complex problems; recommend solutions to challenges. Demonstrate good judgment in selecting methods and techniques for obtaining solutions. Network with senior internal and external personnel in own area of expertise.
SUPERVISION:
Receive minimal instruction on day-to-day work and general instruction on new projects or
assignments. May act as a resource to provide informal guidance for TSMs with less experience.
Assignments can be broad in nature.
WORK EXPERIENCE:
Typically, 5 or more years of Dental industry field experience or computer hardware and software
repair and installation related experience in a customer service environment. Strong mechanical
background. Strong mechanical background. Windows and Operating system experience. Prior dental or bio-medical experience is helpful, but not necessary.
PREFERRED EDUCATION:
High School diploma, or equivalent needed. Computer Science degree, Network Certification,
vocational program, or Military experience preferred.
GENERAL SKILLS & COMPETENCIES:
Ability to lead
Must work well independently
Independent Self-starter
Proven ability to work with confidential information
Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA’s, 2579 reporting, etc.)
Expert in all imaging and CAD/CAM products
Ability to mentor other technicians
Proficiency in all relevant software
SPECIFIC KNOWLEDGE & SKILLS:
Extensive knowledge of computer and vertical market equipment installation and technical support
Proven ability in reading and writing technical documentation (user and administrator orientated) necessary
Advanced Computer skills including; hardware and software configuration, troubleshooting, installation and networking required
Highly proficient in computer hardware including; LAN’s, WAN’s and internet configurations
Experience with commercial audio and video systems
Working knowledge of hydraulics, mechanical and electrical systems
Digital x-ray/software & digital CAD/CAM certifications
Proven ability to administer on time and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
PERFORMANCE REQUIREMENTS:
Must demonstrate professional behavior and should consistently be at the high-end of meets
expectations or consistently exceed expectations.
TRAVEL / PHYSICAL DEMANDS:
The Certified Integration 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 on ladders.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers
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