Installation and Database Specialist

Job Description:

This position’s primary function is to perform and assist with software installations and/or imaging database services. Imaging database services include migrations from an existing database to a new one. Candidates must be comfortable working in a fast-paced and ambiguous environment and can self-define tasks, deadlines, and next steps as needed. The candidate will partner with the North America regional DEXIS commercial team and North America technical support.

The ideal candidate is solution‑obsessed, customer‑driven, and highly motivated.

• Ranges from full installation to assisting with installation of DTX Studio software.
• Provide high‑level customer‑centric interactions to internal and external customers, communicate proactively with all stakeholders, and address concerns with urgency.
• Skillfully diffuse difficult customer situations by exhibiting empathy, understanding and reassuring the customer, taking ownership, and creating unique solutions to the customer’s needs.
• Primary technical resource to interface with the customer’s IT Staff and Dealer Partners for DTX Studio software installations.
• Partners with North America Subject Matter Experts (SMEs) for any technical escalations.
• Collaborates with the NA DEXIS Technical Support and Field Service teams to address DEXIS software and hardware issues while ensuring the customer sees all as one team.
• Performs database migration services to move patient data from one imaging database to another.
• Performs practice management  to an existing database.
• Mentor and support technical and how to implement inquiries related to database services and DTX Studio software installations.
• Document all work and communications under the customer’s account in CRM.
• Other related duties/projects as directed.

• Passion for process improvement and problem‑solving.
• Upbeat, even‑tempered, and empathetic, with the ability to address challenging situations with candor, understanding, and patience.
• Dependable, proactive and outcome‑driven.
• High degree of ownership, initiative, attention to detail, and curiosity.
• Ability to multitask and manage multiple projects simultaneously.
• Ability to prioritize tasks, complete projects, and adhere to deadlines.
• Ability to communicate effectively and professionally in both written and verbal forms.
• Ability to inform, convince, and persuade others to action on key initiatives.
• Must be willing and able to work closely with other departments, peers, etc.

Excellent verbal and written communication skills are needed to quickly resolve high‑level issues with customers, dealers, technicians, and sales team. In addition, this role requires a candidate with a history of continuous improvement in work processes and the ability to use critical thinking to solve unique customer situations. This position requires working standard departmental support hours (8 am – 6 pm EST Mon‑Fri), holidays and overtime, and/or later shifts as dictated by business needs.

• High school diploma or equivalent.
• 2+ years of experience in providing customer‑centric solutions to drive issue resolution.
• 3+ years of experience in advanced troubleshooting and installation of computer software/hardware and remote desktop solutions via help desk, or phone support in a technical‑related field.
• 2+ years of experience in troubleshooting network environments IE, TCP/IP, LAN, DNS, Client/Server configuration, user permissions.
• 1‑2 years of experience supporting Windows and Mac OS environments.
• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians and solve application problems with the end users.

• Associate or bachelor’s degree.
• Proficiency in Microsoft Office Suite.
• Proficiency in MS Dynamics CRM systems preferred.
• Proficiency in DTX Studio Clinic customer support.
• Project Management education or experience.

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…