Envista Holdings Corporation Regional Technical Specialist (Texas) in Houston, 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.
As a Regional Technical Specialist , you are the front line of KaVo Imaging customer interaction through daily service and support. In this role, you will work remote 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 Imaging 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.
This position will cover the South Texas region including: Austin, San Antonio, Houston and the Rio Grande Valley.
This position will require 50% overnight travel.
Essential Duties and Responsibilities:
Territory development in conjunction with the Territory Sales Manager.
High focus on the customer relationships 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 the 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 flexible hours and includes travel that may occur on weekends when necessary. The role requires supporting and performing complex technical duties related to KaVo Imaging 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 as dictated by business needs.
2+ years of formal higher education or equivalent work experience; Associates, Bachelor's or Technical degree is a plus
3+ years of Advanced troubleshooting experience with medical or dental equipment or similar
2+ years of experience in a customer facing role
3+ years experience with troubleshooting and resolution of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks.
Intermediate Microsoft Office proficiency
Valid state driver's license and a clean driving record; company car is provided
Demonstrated ability to work independently; ability to build relationships and help foster and develop the territory
Advanced MySQL and MAC OS knowledge a plus
Ability to manage 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.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of 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, Implant Direct 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 (EBS) 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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