Equipment Service Technician

This position is responsible for fulfilling all aspects in the repair and service of all equipment in the practitioner’s office with a focus on excellent customer service. Drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. Manage more unique and complex repair cases, troubleshoot, and resolve issues at a higher level and support additional products.

• Provides repair services to customers in a courteous and professional manner including escalation and more advanced and difficult issues.
• May also provide installation services to customers on an as needed basis.
• Provides and maintains the necessary tools of the trade and have readily available to perform installation and repair services.
• Provides leadership to team members and manages all on site installation, repair maintenance and test tasks.
• Follow proper troubleshooting steps to diagnose errors on technical problems and determine proper solutions.
• 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.
• Maintains and manages proper levels of inventory in van.
• Produces timely and detailed service reports.
• Attends all required training, which includes but is not limited to Henry Schein Dental Career Development training and specific manufacturer technical training.
• Complies with all OSHA regulations as outlined in the OSHA manual and training.
• Maintains and utilizes personal protective equipment when needed.
• Communicates in a timely manner to all Team Members and HUB dispatchers, keeping all informed of progress of assignments.
• Completes all work orders in a timely manner.
• The work order should be reviewed with the customer or a responsible staff member prior to departure, including the time in the office, work performed, parts replaced, and parts to be ordered.
• All work orders should be closed daily and submitted for billing.
• Submits all job-related paperwork within the required time frames, including but not limited to FDA Forms, expense reports, and any other required paperwork.
• Complies with all terms of the Fleet Management Policy including maintenance and accident management policies.
• Participates in special projects and performs other duties as required.

• Must have 3 or more Level 1 Certifications which were determined by the ROM/ZOM based on business need
• Must be cross certified (digital x-ray/software, digital CAD/CAM, etc.)
• Proven ability to present preventative maintenance to customers
• Proven ability to administer timely and accurately (work orders, FSRs, Concur, eTime, RMA’s, 2579 reporting, etc.)
• Ability to act as liaison between Henry Schein, customers, contractors and EPM
• Must demonstrate lead technician capabilities

• Must work well independently
• Expert troubleshooting skills
• Proven ability to work with confidential information
• The ability to act as liaison between Henry Schein, customers, contractors, and EPM
• Must demonstrate lead technician capabilities
• Must have the ability to mentor other technicians
• Oral communication and presentation skills
• Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA’s, 2579 reporting, etc.)
• Advanced computer skills

• Typically, 7 or more years of dental industry experience with demonstrated proficiency.
• Strong mechanical background.
• Service and install experience.
• Must have achieved and demonstrated expertise in an equivalent area to a CIT certification.

• Typically, High School education, vocational training and/or on-the-job…