Dexis Regional Technical Specialist, Field Service (Canada - Remote)

Dental professionals have known the DEXIS brand as the leader in digital intraoral radiography and diagnostic software innovation for over 20 years. DEXIS products represent a full portfolio of award-winning imaging and digital solutions including cone-beam computed tomography (CBCT), handheld x-rays, intraoral scanners, sensors, and navigated surgical solutions. With one of the largest installed bases of dental imaging devices in the industry, over 150,000 offices trust DEXIS around the world. Learn more at www.dexis.com .

As a Regional Technical Specialist (RTS) you are the front line of DEXIS Imaging customer interaction through daily service and support. You will work independently and commute to our customer sites throughout your assigned territory providing professional field technical support and consultation that supplements product sales growth. Being self-driven and well organized are critical components of a successful RTS. The primary function of this position is to support customer and dealer accounts, performing complex technical duties related to DEXIS 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.

Assesses potential application of company products to meet customer needs pre and/or post-sales and prepares detailed product specifications for the development and implementation of customer products/applications/solutions in alignment with manufacturer stated specifications. Creates detailed design and implementation specifications for complex products/applications/solutions. Builds mini-applications with process simulation, often requiring product demo/training (at conferences, seminars, trade shows, or customer sites) for customer. May assist with optimizing products to meet customer needs and workflow requirements.

Continually exhibits the Envista CIRCLe values of Customer Centricity, Innovation, Respect, Continuous Improvement, and Leadership.

Territory

• This position may require up to 50% overnight travel. Ideal candidate would live in the metro areas of either Toronto or Montreal.
• All travel related expenses are covered, and a company car or allowance is provided.
• This territory will cover Canada. Additional travel outside of these areas may be required as needed.

Essential Duties

• This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel as dictated by business needs.
• Create and grow multiple aspects of our business through supporting regional and company goals.
• Mentor and support Field Support team members.
• This role serves as a technical liaison in an assigned territory that handles customer escalations, installs assists, direct installs and executes technical projects.
• Own the customer issue to resolution and complete service documentation.
• Coordinate all direct installations within assigned territory.
• Ensure dealer technical training needs are met and documented within assigned territory. Must be comfortable leading a group setting for training needs.This position will require strong interpersonal face-to-face, phone, and email skills and a strong customer focus resolving and troubleshooting customer issues.
• Provide reports to management.
• 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.
• Identifying, owning, and tracking any issues with an account, according to escalation procedure, to reach resolution.
• Ability to transfer acquired knowledge to Product Service personnel through established internal procedures. The types of knowledge transfer would utilize internal documentation, curriculum development, writing procedures, and directly training personnel.
• Territory development in conjunction with the Territory Sales Managers.
• The role requires supporting and performing complex technical duties related to DEXIS Imaging products, by answering customer/dealer questions or resolving issues in the field.
• High focus on the customer relationships and presentation of service activities/service offerings
• 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 while always maintaining a high level of professionalism.

Job Requirements

MINIMUM REQUIREMENTS:

• Valid state driver's license and a clean driving record required; a company car is provided.
• 2+ years of formal higher education or equivalent work experience; Associates, Bachelor's or Technical degree is a plus.
• 2+ years of experience in a customer facing role.
• 3+ years of advanced troubleshooting experience in a field environment
• Microsoft Office proficiency
• 3+ years' experience with troubleshooting and resolution of Windows operating system permissions, hardware peripherals, databases, and networks.

Preferred Requirments

• Communication – Must be able to effectively communicate in both written and verbal forms.
• Ability to manage multiple projects simultaneously.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
• Advanced MySQL and MAC OS knowledge a plus
• Leadership – Must be able to inspire others to act on key initiatives.
• Customer Focused – Is dedicated to meeting the expectations and requirements of internal and external customers. Acts with customers in mind.
• 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.
• Project Management – implement and manage projects and present reports defining project progress, and problems and solutions.
• Demonstrated ability to work independently; ability to build relationships and help foster and develop the territory.
• Results orientation – Must consistently deliver results.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

Physical Requirements

• 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 Traits

• Strong interpersonal phone and email skills
• Independent thinker
• Poised, strong personal impact
• Enthusiastic
• Team orientation (knows when to lead and when to follow)
• Leadership and facilitation skills
• Confident
• Results driven
• Lives the “continuous improvement” philosophy and can drive change successfully
• Customer focused
• Willingness to advance
• Team and customer oriented
• Detail oriented
• Logical and creative thinker
• Self-sufficient
• Ability to influence others – credible
• Self-starter
• Strong problem solver
• Patience and flexibility

IND123

Operating Company

DEXIS

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 DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became 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 .