TechConnect Remote Dental Technician

The TechConnect Technician at Benco Dental is a key member of the Field Service team, providing real-time remote technical support, training, and coaching to internal technicians and dental customers through the TechConnect platform and related tools.

About the role

• Handles requests from a queue-based system (FSM Grid/TechConnect)
• Guides rookie technicians
• Provides remote front line support to dental office staff through troubleshooting, installations, and configuration
• Responds to external and internal customer inquiries, ensuring contractual response times are met
• Documents all interactions in work orders and associated systems
• Uses FSM Grid proficiently to schedule Field Service Technicians and document notes in tickets
• Manages the dispatch board when not on TechConnect calls

Responsibilities

• Computer proficiency, including knowledge of Windows-based programs
• Strong time-management and organizational skills, with the ability to prioritize and manage multiple tasks and/or projects
• Problem solver, adaptable, and agile thinker
• Clear communicator with active listening skills, including the ability to explain complex technical issues in simple, customer-friendly terms
• Strong knowledge of dental and related equipment operation, troubleshooting, and basic repair
• Understanding of networking fundamentals and working with office IT staff (Wi-Fi, firewalls, device connectivity)
• Understanding of electrical systems, plumbing, and equipment calibration procedures
• Knowledge of low-voltage electrical equipment installation and repair
• Proficiency with remote support platforms (e.g., TechConnect, TalkDesk), mobile devices (iPads), and communication tools (FSM Grid, email, SMS)

Requirements

• High School Diploma or equivalent
• Associates Degree in a Technical or Vocational field
• 5+ years in Dental Field Service Experience
• 1-3 years in Electrical, Customer Service, Military, HVAC, Pneumatics or Software/Hardware Experience (Preferred)
• 1-3 years of Technical Training Experience in the Bio-Med or Electronics Field (Preferred)
• 1-3 years in a Remote Support, Help Desk, Contact Center or Teleservice Role (Preferred)

Qualifications

• Computer proficiency, including knowledge of Windows-based programs
• Strong time-management and organizational skills, with the ability to prioritize and manage multiple tasks and/or projects
• Problem solver, adaptable, and agile thinker
• Clear communicator with active listening skills, including the ability to explain complex technical issues in simple, customer-friendly terms
• Strong knowledge of dental and related equipment operation, troubleshooting, and basic repair
• Understanding of networking fundamentals and working with office IT staff (Wi-Fi, firewalls, device connectivity)
• Understanding of electrical systems, plumbing, and equipment calibration procedures
• Knowledge of low-voltage electrical equipment installation and repair
• Proficiency with remote support platforms (e.g., TechConnect, TalkDesk), mobile devices (iPads), and communication tools (FSM Grid, email, SMS)