Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Technical Support Specialist

For our Customer Service team in Barcelona we are looking for a Technical Support Specialist.

This profile provides remote assistance to customers experiencing technical (hardware or workflow) or software related issues for the entire DS equipment portfolio, focusing on the digital range (i.e. but not limited to CADCAM/CBCT/IOS). They provide customers with technical and/or educational information for all DS equipment portfolios (CADCAM/DI & Imaging). The Technical Support Specialist provides escalation (Bensheim/Local Technical Team) or resolution (Associated Technical Services) paths for customers and updates distributors and third parties on customer issues and/or required follow up.

Responsibilities

• Be the first point of contact for remote support tasks, including:problem assessment (obtaining the customer's problem description and identifying the faulty component);

• digital troubleshooting (including documentation) and customer consultation by phone and Teamviewer and assessing the technical feasibility of the installation and advising the customer

• Capture all technical and customer information into Siroforce Local, SFDC

• Be able to analyze and identify and resolve (if remotely) all customer issues analytically (e.g., using error trees)

• Be Able to implement the necessary next steps to resolve issues (software support, field service technician, reseller partner or Bensheim C/S)

• Follow up on issues resolved by the customer

• Maintain a library of technical information, including updating/creating bug trees as part of the continuous improvement process.

• Advise customer/wholesaler of spare parts to be ordered.

• Inform C/S of spare parts to be ordered by field service technicians.

• Direct customers to other learning/education resources.

• Create cascading sales opportunities to the responsible sales person through SFDC.

Requirements

• At least 3 years' experience in similar roles.

• Good level of spoken and written English

• Office package knowledge at a good level

• Customer oriented

• Problem solving orientation

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com (careers@dentsply.com) . Please be sure to include “Accommodation Request” in the subject.