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

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

Essential Duties

• 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.
• High focus on the customer relationships and presentation of service activities/service offerings
• Territory development in conjunction with the Territory Sales Managers.
• Mentor and support Field Support team members.
• 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.
• Point of escalation for troubleshooting of our products and services. Ensure dealers in the assigned territory are adequately supported for service and installs.
• 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.
• Rapid reaction to escalated and customer down issues while always maintaining a high level of professionalism.
• 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.
• 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.
• Coordinate all direct installations within assigned territory.
• 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.
• Own the customer issue to resolution and complete service documentation.
• Provide reports to management.

Job Requirements
MINIMUM REQUIREMENTS:

• 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
• Valid state driver's license and a clean driving record required; a company car is provided.
• 3+ years' experience with troubleshooting and resolution of Windows operating system permissions, hardware peripherals, databases, and networks.
• Microsoft Office proficiency

Preferred Requirments

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

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 climb a ladder and work above head.
• Be able to stand, kneel, squat, bend and work at odd angles frequently throughout the day.

Personal Traits

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

IND123
Operating Company
DEXIS
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