Field Service Technician

About the role

The Field Service Technician is responsible for the installation, maintenance, and repair of digital dental laboratory equipment. This includes CAD/CAM systems, 3D printers, milling machines, and associated software. The technician will provide on-site technical support, troubleshoot issues, and ensure equipment is functioning optimally to meet customer needs.

Responsibilities

• Installs and configures digital dental laboratory equipment at customer sites.
• Ensures all systems and software products are properly set up and calibrated.
• Provides initial training to customers on equipment operations and maintenance.
• Performs routine maintenance on digital dental equipment to ensure optimal performance.
• Diagnostics and repairs technical issues, both remotely and on-site.
• Replaces and/or repairs faulty components and ensures equipment is restored to proper working condition.
• Responds to customer inquiries and provides technical assistance via phone, email, and on-site visits.
• Performs troubleshooting duties for software and hardware issues, offering effective solutions.
• Maintains detailed records of service calls, repairs, and maintenance activities.
• Educates customers on best practices for equipment usage and maintenance according to manufacturer’s specifications and guidelines.
• Develops and distributes instructional materials and documentation to customers as requested.
• Ensures all service activities comply with company quality standards and regulatory requirements.
• Conducts equipment performance checks and validates repairs to ensure functionality.
• Monitors and reports on equipment performance trends and potential issues.
• Works closely with the internal support teams to address customer needs and improve service delivery processes.
• Communicates effectively with customers to keep them informed about service activities and repair status.
• Collaborates with internal support teams to develop solutions for complex technical issues.

Requirements

• A high school diploma or equivalent.
• A bachelor’s degree preferred.
• A valid driver's license with a clean driving record required and minimum three-year driving experience required.
• Must have a personal and reliable vehicle.
• Minimum of 3 years of experience in field service or technical support, preferably in the dental or medical equipment industry.
• Knowledge of safety regulations and procedures.
• Excellent customer service skills.
• Ability to work independently and manage multiple service calls efficiently.
• Proficiency in troubleshooting and repairing digital equipment, including CAD/CAM systems, 3D printers, milling machines, ovens/furnaces, suction units.
• Strong understanding of digital workflows in dental laboratories (scanning, designing, milling, printing) preferred.
• Familiarity with dental CAD/CAM software and related technologies preferred.
• Physical ability to lift and move heavy equipment.
• Ability to travel extensively (up to 75%) and work flexible hours.
• Ability to learn technical concepts by reading work instructions and standard operating procedures and completing on-the-job training.

Qualifications

• High school diploma or equivalent.
• Bachelor’s degree preferred.
• Valid driver's license with a clean driving record required and minimum three-year driving experience required.
• Personal and reliable vehicle.
• 3 years of experience in field service or technical support, preferably in the dental or medical equipment industry.
• Safety regulations and procedures knowledge.
• Excellent customer service skills.
• Independent and efficient service call management.
• Proficiency in troubleshooting and repairing digital equipment, including CAD/CAM systems, 3D printers, milling machines, ovens/furnaces, suction units.
• Understanding of digital workflows in dental laboratories (scanning, designing, milling, printing) preferred.
• Familiarity with dental CAD/CAM software and related technologies preferred.
• Physical ability to lift and move heavy equipment.
• Extensive travel and flexible hours ability.
• Technical concept learning ability.

Skills

• Customer service skills.
• Technical troubleshooting and repair skills.
• Equipment installation and configuration.
• Routine maintenance and performance validation.
• Software troubleshooting and user training.
• Physical labor and vehicle operation.
• Travel and flexible scheduling.
• Learning new technical concepts.

Benefits

• Medical, dental, and vision plans.
• 401(k) with employer match.
• PTO.
• Employee events.
• Wellness programs.
• Discounts for home, travel, entertainment, and relaxation.

About Us

At Argen, we're in the business of creating healthy, confident smiles one case at a time. Founded more than 50 years ago as a precious metals company in South Africa, Argen has grown to become the largest dental zirconia manufacturer in North America, the largest dental alloy provider worldwide, and the leader in digital dentistry solutions with diverse product offerings. Our 140,000 square foot manufacturing center houses more than 150 3D printing and milling machines and operates six days a week. Argen embodies a culture of innovation, continuous improvement, and LEAN practices in support of our mission to help our dental laboratory customers succeed.