After Sales Engineer
Planmeca USA Inc., Birmingham, AL, United States
After Sales Engineer
Professional Experience: 6 Years
Primary Skills: Service technician, hardware, software
Requirement Description: You are the After Sales Engineer (ASE) that provides a high level of technical support to Northern California in the field. Includes managing installation and support projects, training dealer technicians on current product line. This position requires completion and tracking of appropriate documentation. This role serves as subject matter expert in the field and represents the quality of products to our clients.
ESSENTIAL DUTIES
Commands a high-level knowledge of Client's product
Consults on pre-installation site spec
Works closely with teams to coordinate projects for installations and service visits
Coordinates with management and maintains an accurate calendar
Logs all support visits and calls in CRM software
Provides technical documentation when requested
Communicates appropriately with management, sales team, and dealer partners through all stages of projects
Cultivate relationships with Dealer Technicians and Client's Sales representative.
Maintains current knowledge of all Client's product lines and all other matters that affect the dental industry
When not in the field, works in the tech support phone queue
Shares knowledge and experiences with other Technical Support team members
Conducts periodic trainings for dealer technicians on current product line
Attends regular field team conference calls
Maintains accurate records of expenses and completes expense reports in a timely manner
Maintains professional decorum and appearance
Maintains company-owned equipment in good condition
Creates technical instructions, updates manuals for the ASE team
Creates video lessons for end-users
Trains end-users and dealer technicians at all levels
Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
Adheres to company policies, procedures and directives regarding standards of workplace behavior in completing job duties and assignments
Performs other duties as assigned
Training and Experience
Associates Degree in Electronics & Computer Technology supplemented by at least 2 years related work experience, at least 1 year of which is field based; or an equivalent combination of training and experience
Experience in technical support/ IT support (including networking skills)
Experience in medical or dental industries
Proficient with the Microsoft Office Suite
Knowledge, Abilities and Skills
Problem solving skills
Technical capacity
Time and project management
Customer/Client centric
Good oral and written skills
Multitasking
Ability to interact and build rapport with all Client's employees and customers
Demonstrated ability to train others in small group settings
Ability to travel up to 80% regionally with up to 50% overnight stays
Must be able to travel internationally
Ability to travel to site locations to perform the essential duties of the job.
PHYSICAL REQUIREMENTS
Must be able to lift up to 70lbs.
Working extended hours, weekends and national holidays may be expected.
WORKING CONDITIONS The work environment of the position is in dental offices repairing and installing dental equipment. Travel for meetings, installations, training, troubleshooting, conferences, and events out of state which may require overnight, weekend and international travel.
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Professional Experience: 6 Years
Primary Skills: Service technician, hardware, software
Requirement Description: You are the After Sales Engineer (ASE) that provides a high level of technical support to Northern California in the field. Includes managing installation and support projects, training dealer technicians on current product line. This position requires completion and tracking of appropriate documentation. This role serves as subject matter expert in the field and represents the quality of products to our clients.
ESSENTIAL DUTIES
Commands a high-level knowledge of Client's product
Consults on pre-installation site spec
Works closely with teams to coordinate projects for installations and service visits
Coordinates with management and maintains an accurate calendar
Logs all support visits and calls in CRM software
Provides technical documentation when requested
Communicates appropriately with management, sales team, and dealer partners through all stages of projects
Cultivate relationships with Dealer Technicians and Client's Sales representative.
Maintains current knowledge of all Client's product lines and all other matters that affect the dental industry
When not in the field, works in the tech support phone queue
Shares knowledge and experiences with other Technical Support team members
Conducts periodic trainings for dealer technicians on current product line
Attends regular field team conference calls
Maintains accurate records of expenses and completes expense reports in a timely manner
Maintains professional decorum and appearance
Maintains company-owned equipment in good condition
Creates technical instructions, updates manuals for the ASE team
Creates video lessons for end-users
Trains end-users and dealer technicians at all levels
Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
Adheres to company policies, procedures and directives regarding standards of workplace behavior in completing job duties and assignments
Performs other duties as assigned
Training and Experience
Associates Degree in Electronics & Computer Technology supplemented by at least 2 years related work experience, at least 1 year of which is field based; or an equivalent combination of training and experience
Experience in technical support/ IT support (including networking skills)
Experience in medical or dental industries
Proficient with the Microsoft Office Suite
Knowledge, Abilities and Skills
Problem solving skills
Technical capacity
Time and project management
Customer/Client centric
Good oral and written skills
Multitasking
Ability to interact and build rapport with all Client's employees and customers
Demonstrated ability to train others in small group settings
Ability to travel up to 80% regionally with up to 50% overnight stays
Must be able to travel internationally
Ability to travel to site locations to perform the essential duties of the job.
PHYSICAL REQUIREMENTS
Must be able to lift up to 70lbs.
Working extended hours, weekends and national holidays may be expected.
WORKING CONDITIONS The work environment of the position is in dental offices repairing and installing dental equipment. Travel for meetings, installations, training, troubleshooting, conferences, and events out of state which may require overnight, weekend and international travel.
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