Technical Support Specialist

Planmeca USA Inc.
sick time, short term disability, long term disability, 401(k)
United States, South Carolina, Fort Mill
Jan 23, 2025
POSITION TITLE: Technical Support Specialist (Support Technician) LOCATION: Charlotte, NC (Hybrid - Office/Remote) *Who We Are:* Planmeca is one of the largest privately-held dental equipment companies in the industry. Our technology-driven product line includes digital, dental imaging (x-ray) equipment, dental CAD/CAM systems, dental units, and cabinetry. We provide imaging and software solutions for all dental specialties and partner with dental schools, government, universities, and dental service organizations. In the U.S., our products are available through authorized dealers and distribution partnerships. *What We Offer:* We offer a professional work environment, training, growth and advancement. Competitive compensation and a benefits package including a medical, dental, and vision plan, voluntary benefits including life, short-term and long-term disability, 401(k) savings plan with company match, holiday pay. Benefits: Flexible Spending Accounts (Medical and Dependent Care) Health Savings Account Voluntary Life, Accidental, and Critical Illness for Employee, Employee + Spouse, and Child(ren) Voluntary Pets Insurance and Discounts 401k Matching Contributions Vacation time eligible annually between 10-20 days depending on tenure with company (prorated at date of hire) Sick time eligible annually Holiday Pay Volunteer Program for time off Medical - PPO plans available - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Dental - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Vision - Employee, Employee + Spouse, Employee + Child(ren), and Employee + Family plans Company paid Short Term Disability, Long Term Disability, and Basic Life/AD&D up to 1.5 times base salary Come Join our Planmeca USA Team! You are the ideal candidate who has a strong ability to interact and communicate professionally with employees, customers, and partners. You will professionally represent Planmeca Technical Support; greet our callers, identify, document, and provide advanced technical support for all escalated technical calls. ESSENTIAL DUTIES: Answers escalated technical support phone calls for assigned equipment group Routes calls to appropriate parties if necessary Provides advanced troubleshooting Provides remote desktop support via remote desktop software Logs all calls in CRM software Transfers escalated cases to Technical Support Escalation Specialist accordingly to Technical Support Department Rules Travels and provides field support for complicated cases when remote support is impossible Maintains current knowledge of all Planmeca products and all other matters that affect the dental industry Shares knowledge and works with other Technical Support Team Members 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 MINIMUM QUALIFICATIONS: Training and Experience Degree; technical in nature or equivalent work experience Electromechanical experience is a plus Troubleshooting and networking skills Proficient with Microsoft Office Suite Ability to type a minimum of 20 words per minute Strong communication skills Knowledge, Abilities, and Skills A deep understanding of the dental market and core equipment segment is preferred WORKING CONDITIONS: The work environment of the position is in a professional office environment at the principal place of business. www.planmecausa.com EEO/ADA/Vet/Disabled