Equipment Technical Support Specialist (CAD/CAM)
Argen Corporation, San Diego, CA, United States
Equipment Technical Support Specialist
provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. Contribute to a close knit team that works together to support each other while providing industry leading customer service and support.
Schedule:
M-F, 8:30 AM - 5:00 PM
Location:
Remote (MT or PST Preferred)
The day-to-day
Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies - NeWay Scanner, and 3Shape scanners.
Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
Performs rigorous testing of CAD software to understand software limitations.
Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client's best interest in mind.
Maintains a 3-hour service level agreement on customer related issues.
Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.
What does it take to be successful
Hands-on experience and understanding of CAD/CAM Technologies
Experience with 3Shape Software preferred
Previous experience in technical support function, with Dental CAD/ CAM experience
Database (Oracle and MSSQL) administration knowledge a plus.
Ability to communicate advanced topics to multicultural users.
Solution-orientated with ability to effectively multitask in a rapid work environment.
General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
Wide Area Networking Understanding, ability to set up a VPN
User-level knowledge on CRM systems a plus, Salesforce preferred
Experience Trouble Shooting Windows issues and servers
Experience Remote Accessing PC's
Comfortable uninstalling and reinstalling software
Excellent Written and Oral Communication Skills
Consistently possess a positive approach and attitude at all service levels.
Our Awesome Benefits!
Medical, dental and vision Plans
401k with Employer Match
PTO
Employee Events
Wellness Programs
Swag Store with regular free credits to place orders.
Discounts for home, travel, entertainment and relaxation!
#J-18808-Ljbffr
provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. Contribute to a close knit team that works together to support each other while providing industry leading customer service and support.
Schedule:
M-F, 8:30 AM - 5:00 PM
Location:
Remote (MT or PST Preferred)
The day-to-day
Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies - NeWay Scanner, and 3Shape scanners.
Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
Performs rigorous testing of CAD software to understand software limitations.
Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client's best interest in mind.
Maintains a 3-hour service level agreement on customer related issues.
Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.
What does it take to be successful
Hands-on experience and understanding of CAD/CAM Technologies
Experience with 3Shape Software preferred
Previous experience in technical support function, with Dental CAD/ CAM experience
Database (Oracle and MSSQL) administration knowledge a plus.
Ability to communicate advanced topics to multicultural users.
Solution-orientated with ability to effectively multitask in a rapid work environment.
General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
Wide Area Networking Understanding, ability to set up a VPN
User-level knowledge on CRM systems a plus, Salesforce preferred
Experience Trouble Shooting Windows issues and servers
Experience Remote Accessing PC's
Comfortable uninstalling and reinstalling software
Excellent Written and Oral Communication Skills
Consistently possess a positive approach and attitude at all service levels.
Our Awesome Benefits!
Medical, dental and vision Plans
401k with Employer Match
PTO
Employee Events
Wellness Programs
Swag Store with regular free credits to place orders.
Discounts for home, travel, entertainment and relaxation!
#J-18808-Ljbffr