Technical Support Specialist (CAD/CAM Support Technician)

Planmeca USA Inc.
sick time, short term disability, long term disability, 401(k)
United States, Texas, Dallas
Feb 19, 2025
POSITION TITLE: Technical Support Specialist (CAD/CAM Support Technician) LOCATION: Dallas, TX (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; troubleshoot, document and resolve high priority issues with focus on quality and efficiency. ESSENTIAL DUTIES: Provide exceptional customer service support, ensuring adherence to service management principles while researching, diagnosing, and resolving customer issues promptly. Utilize help desk software effectively to track and manage service requests and technical issues. Respond to all incoming telephone calls, emails, and personnel requests related to technical hardware and software issues, ensuring timely and effective support. Log all helpdesk interactions, tracking and routing issues and requests efficiently, while providing accurate documentation of resolutions for future reference. Conduct research using available resources to resolve issues; when necessary, redirect to appropriate teams or escalate urgent matters for faster resolution. Identify, diagnose, and resolve complex hardware, software, and clinical-related issues, ensuring minimal downtime and user satisfaction. Maintain up-to-date knowledge of the Planmeca product line and services, staying informed of any new updates, features, or changes. Share knowledge and best practices with team members to foster collaboration and enhance overall team performance. Write clear and concise technical articles to document known issues and their resolutions, providing valuable resources for future reference. Take ownership of customer issues, remaining proactive in staying current with system information, updates, and changes, in order to better support and address customer needs. 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 in a technical field or equivalent work experience. A minimum of 2 years of experience in a call center environment, demonstrating strong customer service and troubleshooting skills. Preferred experience in the medical or dental industries, with familiarity in industry-specific technologies and terminology. Preferred experience in technical support, show casing proficiency in resolving hardware and software issues. CNC support experience is preferred but not required. Knowledge, Abilities, and Skills Proficient in the Microsoft Office Suite, with a strong understanding of Word, Excel, and Outlook. Excellent customer service orientation, with outstanding oral and written communication skills for clear and effective interaction with customers. Knowledgeable in using relevant call tracking applications to manage and resolve customer service inquiries efficiently. Working knowledge of troubleshooting technical hardware and software systems, particularly within a help desk environment. Ability to interact and communicate professionally with Planmeca employees, customers, and partners, ensuring a positive and collaborative experience. WORKING CONDITIONS: The work environment of the position is in a professional home and office environment with uses of Planmeca equipment and software as well as standard office equipment such as computer, phone, and copiers. Travel for meetings, conferences and events out of state may require overnight, weekend and international travel. www.planmecausa.com EEO/ADA/Vet/Disabled