Address
Form of workJob Description:
DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We also offer:
Where are we?
Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.
The primary function is to provide quality and efficient customer service to customers through daily management of Support Team by motivating, mentoring, training, and problem solving. This position will support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. Additional responsibilities include monitoring and evaluating call recordings, addressing customer escalations, and assisting Supervisors with additional duties as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Job Requirements:
MINIMUM REQUIREMENTS
PREFERRED REQUIREMENTS
RELATIONSHIPS:
Internal relationships:
External Relationships:
Target Market Salary Range:
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$30.80 - $37.90 per hour
Operating Company:
DEXIS
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. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We also offer:
- Competitive Pay and Bonuses.
- PTO, Sick Time and Paid Holidays.
- Tuition Reimbursement
- Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
- Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
- 401K - with exceptional company match starting DAY ONE!!!!
- Community involvement opportunities & employee appreciation events.
- Newly renovated, state of the art, climate-controlled facility.
- Newly built 1200 sq fitness room.
- Large outdoor patio area with gazebo.
- Gourmet coffee, beverages, snacks, and lunches are available in our café.
- Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!
Where are we?
Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.
The primary function is to provide quality and efficient customer service to customers through daily management of Support Team by motivating, mentoring, training, and problem solving. This position will support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. Additional responsibilities include monitoring and evaluating call recordings, addressing customer escalations, and assisting Supervisors with additional duties as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Act as a role model, coach, and mentor within Level 1 team.
- Builds rapport with the team and creates a climate in which people want to do their best.
- Ability to develop and motivate others.
- Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
- Provides direction and communication to employees so customer calls are answered in a timely, efficient, and knowledgeable manner.
- Answer technical and "how-to" inquiries.
- Provides continual evaluation of processes and procedures.
- Document session notes and complaints in appropriate systems.
- Own the customer issue to resolution, escalating when appropriate.
- Provide fast responses and always maintain an elevated level of professionalism.
- Provide reports to management.
- Review and evaluate call recordings.
- Mentoring Level 1 Team.
- Assist with other duties or projects, as assigned.
Job Requirements:
MINIMUM REQUIREMENTS
- High school diploma or equivalent
- 1 - 2 years of experience supporting DEXIS products.
- 2 - 4 years of experience in troubleshooting computer software/hardware, help desk, or phone support in a technical-related field.
- Intermediate to advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
- Intermediate proficiency with Microsoft Office
- Ability to prioritize and multitask
PREFERRED REQUIREMENTS
- 2-year college degree in an IT-related field or equivalent industry experience
- Strong analytical, problem solving and decision-making skills. Ability to handle difficult and sensitive situations with diplomacy and tack.
- Experience in leading projects
- Experience in successfully managing customer and peer escalations
- Excellent verbal and written communication skills
RELATIONSHIPS:
Internal relationships:
- Reports to the Technical Support Supervisor
- Frequently interacts with all functional departments
External Relationships:
- Frequently interacts with customers and partner dealers
Target Market Salary Range:
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$30.80 - $37.90 per hour
Operating Company:
DEXIS
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. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
