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:
Provide expert-level technical support by handling escalated phone inquiries for the assigned equipment group.
Efficiently route calls to the appropriate departments or personnel when necessary.
Deliver advanced troubleshooting solutions to resolve complex technical issues.
Offer seamless remote desktop support utilizing specialized remote access software.
Accurately document all customer interactions and support activities in CRM software.
Escalate complex cases to the Technical Support Escalation Specialist, following department protocols.
Travel on-site to deliver field support for challenging cases where remote assistance is not feasible.
Stay updated on the latest Planmeca products and innovations, as well as trends and changes within the dental industry.
Collaborate with fellow Technical Support Team Members, sharing knowledge and fostering a team-oriented environment.
Consistently meet company standards for quality and efficiency, ensuring all work complies with corporate policies and procedures.
Uphold company policies and maintain professional workplace behavior while completing assigned duties.
Take on additional tasks and responsibilities as needed to support the team and organization.
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
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Planmeca USA Inc.
sick time, short term disability, long term disability, 401(k)
Feb 07, 2025