Service Technician II

Job Summary

Provides training and intermediate level onsite repair, installation and maintenance on a variety of dental products including networking, computers and software in a Windows environment.

Follows manufacturer guidelines relative to the repair of devices.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation.

To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Inventory Management : Determines parts, supplies or tools needed to complete service requests. Uses, maintains and secures test devices and tools used to adjust, calibrate and repair equipment.

Manages vehicle inventory and restocks as necessary. Returns defective modules, assemblies or parts to the local office and labels items

Vehicle Maintenance : Ensures proper vehicle maintenance guidelines and safe driving habits are followed

Install and / or Repair Dental Equipment : Repairs equipment to meet manufacturer’s specifications. Performs standard system installations and tests the functionality of all components.

Determines replacement components necessary for onsite service repairs. Follows specific manufacturer guidelines for repairs as well as all company, OSHA or other agencies’ policies related to asepsis.

Completes all required service forms (work order entry, inventory, BRH forms, expense reports and / or purchase card statements, time sheet and equipment-related items).

Independently makes assigned customer calls, diagnosing problems to a module or specific component level. Assists in training and mentoring other members of the team

Customer Relations : Provides technical support after initial installation of equipment, PC software and hardware. Ensures that service commitments are met within standard response times.

Conducts site surveys at dental practices to determine the needs of the practice. Trains the office staff on proper operation of the systems installed.

Completes cold calls on non-Patterson and non-Advantage customers

Additional functions

In addition to the essential functions listed above, the incumbent may perform the following additional functions.

• Independent worker : Needs little to no supervision to complete job-related tasks in the expected timeframe. Stays focused and completes tasks thoroughly
• Mechanical Aptitude : Has the desire to repair, assemble and disconnect mechanical equipment. Stays current with technical knowledge and best practices
• Customer Service : Supports customer needs through responding in a timely, professional manner. Open and receptive to customer problems.

Treats customers in a fair and considerate manner

Communication : Understands and conveys written and oral information and ideas. Listens attentively and asks questions when necessary.

Uses general terminology to explain technical aspects of using technology to a non-technical audience. Relays any special problems to TechEdge Coordinator following each call

Interpersonal Skills : Establishes and maintains productive, mutually beneficial relationships with customers, vendors and colleagues.

Responds to difficult people and situations and deliver negative information in a way that preserves relationships

Problem Solving Skills : Analyzes a situation, identifies potential solutions, and carefully evaluates potential solutions and their outcomes and takes appropriate action when needed

Job Qualifications

Required Qualifications

High school diploma or equivalent

Must maintain a valid driver’s license and good driving record

5-9 years prior experience as a dental service technician

Carpentry / plumbing / heating / electricity / electronics related experience

Technical training in electronics or a related technical field

Ability to travel in vehicle for several hours in a day with occasional overnight stays

Preferred Qualifications

Associate degree in a computer-related field or equivalent

Microsoft Certified Systems Engineer (MCSE) certification or MCP

Experience in computer repair

Experience in category five cabling

Experience in TCP / IP networking

Working Conditions

Physical Demands

Frequency Requirement

100% of shift Standing

100% of shift Walking

100% of shift Driving

100% of shift Lifting and carrying 1-10 pounds

100% of shift Lifting and carrying 11-25 pounds

40% of shift Lifting and carrying 26-50 pounds

60% of shift Lifting and carrying over 50 pounds

40% of shift Bending and stooping

50% of shift Kneeling

25% of shift Reaching at shoulder level

25% of shift Reaching at waist level

50% of shift Crouching

50% of shift Crawling

Environmental Factors

This position requires traveling to customer locations and providing services and support to customers.