What are the responsibilities and job description for the Service Technician, CS TX position at Vatech America?
This position will be providing assistance to dealers and clinical end-users. World-class customer service/experience is required for every interaction with strong focus on service call coordination and entry level problem-solving skills, empathy, and urgency to every engagement.
Essential Duties and Responsibilities:
- Apply Vatech's systems techniques & procedures, including consulting with the end users (Dental Offices) to determine hardware, software, or system functionality.
- Provide first-level contact, routing or provide resolutions to customer issues.
- Track & Redirect concerns, inquiries, and problems to the designated department (service, sales enablement, parts, or education) to supply appropriate assistance.
- Provide First Call Resolution by triaging and escalation or routing of proper department or higher level support.
- Process and provide updates, proper ducumentation, registrant services and processing customer oders.
- Diagnose and resolve basic technical issues: hardware, software, and unit networking via remote.
- Ensure proper recording, documentation & closure during all service calls.
- Install, configure, and troubleshoot Vatech's proprietary software.
- Assist on special projects and escalations outside typical call-taking responsibilities without impacting the team goals for hold times.
- Maintain & Secure test devices and tools to adjust, calibrate & repair equipment.
- Manage the installation service component (parts) load, deliver & instruct customers on the use & maintenance of equipment sold.
- Practice continuous improvement methods to improve processes.
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