Lead Field Service NY

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Melville, NY
$70,000 - $92,000
Job Type
Direct Hire
Mar 19, 2018
Job ID

General Description:

The Lead Field Service Representative is responsible for providing technical support at the dealer and dental practice - assists with demonstrations service calls, installations, and trains customers and dealer personnel. 
This position is required to assist the sales efforts by overseeing installation of product and training customers in their uses at customer sites.  The primary focus is to provide technical expertise to support the selling effort and customer service of the region, including solving customer and regional problems. 

  • Deliver technical support, installation assistance and technical advice to the dealer and dealer branches as needed
  • Visit customers when cases are escalated by Sales, Product Managers, Engineering, for difficult and unique cases to determine root cause and ensure improper installation is not a factor
  • Diagnose mechanical and system failures using established procedures and perform basic customer network installs.
  • Determines parts, supplies or tools to be ordered to complete service requests.
  • Relays any special problems to Supervisor of Technical Support following each call.
  • Deliver Initial Training on product fit and function, as well as, software interface and features to end users at the dental practice
  • Provide courtesy follow up calls on newly installed products within 2 weeks
  • White glove service on more complex installs that could include, intra-oral and panoramic x-ray systems.
  • Field support for Key Opinion Leader (KOL) and Test Sites.
  • Coordinate schedules of other Field Service Representatives
  • Through regular visits with dealers and branches, identify product and technical training needs.
  • Training and Co-Travel with dealer field techs
  • Support the Technical Call Centre in times where no Product Training, Installations or Repairs are conducted
  • Establish a reliable partnership with the dealer’s sales and service reps at the individual branches
  • Employee is expected to identify prospects within dental office locations.
  • Attend Tradeshows as needed

Work Experience Requirements:

  • AS Degree, Technical School-Engineering degree or equivalent level of business experience
  • At least 8 of years experience as a field service technician or field repair technician in a dental/medical environment required.
  • Experience with basic tools as well as a basic working knowledge of mechanical and electrical systems required
  • Imaging/PC experience required, network knowledge preferred
  • Previous X-Ray experience preferred
  • Experienced in solving product issues at dentist offices under time pressure 
  • Must be able to travel 80%
  • Electrical, schematic reading, plumbing, mechanical or carpentry skills are helpful.
  • Must be able to lift 100 lbs.

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