Field Service Technician

KaVo Dental is one of the world’s leading creators of equipment for dentists and dental professionals, including premium solutions for imaging, treatment units, and instruments. Since its establishment in 1909, KaVo has been a leader in the dental market, making its mark on dentistry with numerous significant dental innovations and technology. KaVo built its world-renowned reputation on products and services that follow its mission for "Quality and Precision" to achieve “Dental Excellence.” The 2,200 patents and utility models granted to KaVo are an impressive proof of this claim. Learn more about KaVo Dental at www.kavo.com .

Job Description:

Assesses potential application of company products to meet customer needs pre and/or post-sales and prepares detailed product specifications for the development and implementation of customer products/applications/solutions in alignment with manufacturer stated specifications. Creates detailed design and implementation specifications for complex products/applications/solutions. Builds mini-applications with process simulation, often requiring rapid software modeling and/or product demo/training (at conferences, seminars, trade shows, or customer sites) for customer. May assist with optimizing products to meet customer needs and workflow requirements.

As a Regional Technical Specialist (RTS) you are the front line of KaVo Imaging customer interaction through daily service and support. You will work independently and commute to our customer sites throughout your assigned territory providing professional field technical support and consultation that supplements product sales growth. Being self-driven and well organized are critical components of a successful RTS. The primary function of this position is to support customer and dealer accounts, performing complex technical duties related to KaVo Imaging products by managing escalated issues and support dealer partners for service and installs in an assigned territory. You also serve as a mentor for other Field Support team members, handle customer escalations, and execute technical projects.

TERRITORY:

• This territory will cover Massachusetts, Connecticut, Rhode Island, Vermont, New Hampshire, Maine and Eastern New York.
• This position may require up to 50% overnight travel. Ideal candidate would live in the Boston Metro or Providence Rhode Island Area.
• All travel related expenses are covered and a company car is provided

ESSENTIAL DUTIES:

• Territory development in conjunction with the Territory Sales Manager.
• High focus on the customer relationships and presentation of service activities/service offerings
• Create and grow multiple aspects of our business through supporting regional and company goals.
• Identifying, owning, and tracking any issues with an account, according to escalation procedure, to reach resolution
• Point of escalation for troubleshooting of our products and services. Ensure dealers in the assigned territory are adequately supported for service and installs
• 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
• Provide reports to management
• Ability to transfer acquired knowledge to Product Service personnel through established internal procedures. The types of knowledge transfer would utilize internal documentation, curriculum development, writing procedures, and directly training personnel.
• Mentor and support Field Support team members
• Coordinate all direct installations within assigned territory
• Ensure dealer technical training needs are met and documented within assigned territory

Job Requirements:

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. The role requires supporting and performing complex technical duties related to KaVo Imaging products, by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison in an assigned territory 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 as dictated by business needs.

MINIMUM REQUIREMENTS:

• 2 years of formal higher education or equivalent work experience; Associates, Bachelor's or Technical degree is a plus
• 3 years of advanced troubleshooting experience in a field environment
• 2 years of experience in a customer facing role
• 3 years experience with troubleshooting and resolution of Windows operating system permissions, hardware peripherals, databases, and networks.
• Microsoft Office proficiency
• Valid state driver's license and a clean driving record required; a company car is provided

PREFERRED REQUIRMENTS:

• Demonstrated ability to work independently; ability to build relationships and help foster and develop the territory
• Advanced MySQL and MAC OS knowledge a plus
• Ability to manage multiple projects simultaneously
• Sense of Urgency – Having the drive and motivation to take action and prioritize daily tasks; working strategically to ensure we are getting to every customer.
• Leadership – Must be able to inspire others to act on key initiatives.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Customer Focused – Is dedicated to meeting the expectations and requirements of internal and external customers. Acts with customers in mind.
• 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.
• Project Management – implement and manage projects and present reports defining project progress, and problems and solutions.

PHYSICAL REQUIREMENTS:

• 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.
• 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.

PERSONAL TRAITS:

• Self-starter
• Self-sufficient
• Independent thinker
• Strong interpersonal phone and email skills
• Enthusiastic
• Customer focused
• Strong problem solver
• Results driven
• Team and customer oriented
• Detail oriented
• Patience and flexibility
• Willingness to advance
• Team orientation (knows when to lead and when to follow)
• Lives the “continuous improvement” philosophy and can drive change successfully
• Logical and creative thinker
• Poised, strong personal impact
• Confident
• Ability to influence others – credible
• Leadership and facilitation skills

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Operating Company:

Envista and all Envista 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.