Technical Support Field Engineer - Philadelphia, PA

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies. The Technical Support Field Engineer provides on-site technical support for imaging, CAD/CAM, and treatment center customers, troubleshooting hardware and software issues while ensuring customer satisfaction and compliance with regulatory requirements.

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. Records all pertinent information received on product problems and complaints
• 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)
• Microsoft Office: Word, Excel and PowerPoint
• SQL Database software
• Internet and Email Applications
• 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 a must
• 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
• Bachelor's Degree preferred
• CompTIA, Cisco, or similar certifications are a plus
• Database Management and ability to write queries a plus
• Wireshark experience a plus