Envista Holdings Corporation Regional Technical Specialist in Austin, Texas
KaVo Kerr is a cohesive organization comprised of two global leaders, united to provide dental excellence and serve as a single premier partner for the dental community. KaVo Kerr operates with a common vision inspiring and helping our customers, their patients and our own associates realize their potential. KaVo Kerr offers solutions for endodontics, restoratives, treatment units, infection prevention, imaging, rotary and instruments.
Conducts service, repair and/or installation of products or IT solutions at customer site, including electrical and mechanical testing, in accordance with maintenance contracts. Diagnoses system failures and determines most cost-effective solution. Escalates complex issues to greater level of technical support or quality reporting system. May develop new customer service/product agreements. Responds to customer support calls within an assigned territory. This territory will cover South Texas. The ideal candidate would live in Austin, San Antonio or Houston.
As a Regional Technical Specialist, you are the front line of KaVo Kerr’s customer interaction through daily service and support. In this role, you operate from home and commute to our customer sites throughout your assigned territory providing professional field technical support and consultation that supplements product sales growth. The primary function of this position is to support independent and major accounts, performing complex technical duties related to KaVo Kerr products by managing escalated issues and support dealer partners for service and installs in an assigned territory. You also serve as a mentor for other Field Support team members, handle customer escalations, and execute technical projects.
Essential Duties and Responsibilities:
Territory development in conjunction with Territory Sales Manager.
High focus on the customer relationship and presentation of service activities/service offerings
Create and grow multiple aspects of our business through supporting regional and company goals.
Identifying, owning, and tracking any issues with an account, according to escalation procedure, to reach resolution
Point of escalation for troubleshooting of our products and services. Ensure dealers in assigned territory are adequately supported for service and installs
Rapid reaction to escalated and customer down issues and maintain a high level of professionalism at all times
Own the customer issue to resolution and complete service documents
Provide reports to management
Ability to transfer acquired knowledge to Field Support personnel through established internal procedures. The types of knowledge transfer would utilize internal documentation, curriculum development, writing procedures and directly training personnel.
Mentor and support Field Support team members
Coordinate all direct installations within assigned territory
Ensure dealer technical training needs are met within assigned territory
Maintain records of dealer technicians that have completed training
Provides telephone technical support for dealer partners and end users
Perform other duties or special projects as assigned
This position will require strong interpersonal face-to-face, phone, and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting/installing equipment on site with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working non-standard hours and includes travel that may occur on weekends when necessary. The role requires supporting and performing complex technical duties related to KaVo Kerr products, by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison in an assigned territory that handles customer escalations, installs assists, direct installs and executes technical projects. This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel 75% as dictated by business needs.
2 years of college or equivalent work experience
3 years of experience in advanced troubleshooting dental equipment products in the field environment.
2 years of experience in a customer facing position
3-4 years of troubleshooting and resolving issues related to Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks.
2 years of experience in managing multiple projects simultaneously
Advanced Microsoft Office proficiency
Requires a valid state driver's license and a clean driving record as the position entails extensive use of personal car while on company business.
2 or 4-year college degree or equivalent work experience
Demonstrated ability to work on own and develop territory
Advanced MySQL and MAC OS knowledge a plus
Experience in managing multiple projects simultaneously
Sense of Urgency – Having the drive and motivation to take action and prioritize daily tasks; working strategically to ensure we are getting to every customer.
Leadership – Must be able to inspire others to act on key initiatives.
Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
Customer Focused – Is dedicated to meeting the expectations and requirements of internal and external customers. Acts with customers in mind.
Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
Results orientation – Must consistently deliver results.
Communication – Must be able to effectively communicate in both written and verbal forms.
Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
Project Management – implement and manage projects and present reports defining project progress, and problems and solutions.
Must be able to lift 70 pounds at the waist and 25 pounds overhead. Exert up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
Be able to stand, kneel, squat, bend and work at odd angles frequently throughout the day.
Be able to climb a ladder and work above head.
Personal Trait Profile
Strong interpersonal phone and email skills
Strong problem solver
Team and customer oriented
Patience and flexibility
Willingness to advance
Team orientation (knows when to lead and when to follow)
Lives the “continuous improvement” philosophy and can drive change successfully
Logical and creative thinker
Poised, strong personal impact
Ability to influence others – credible
Leadership and facilitation skills
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . #LI-KW1
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista is a global family of three companies and more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists’ clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including KaVo Kerr, Nobel Biocare Systems, and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista separated from Danaher as an independent company in 2019. We brought with us the proven Envista Business System (DBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .
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