Technical Support Field Engineer - Dallas, TX

About the Company

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century of innovation and service to the dental industry and patients worldwide. The company develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world-class brands. Dentsply Sirona’s products provide innovative, high-quality, and effective solutions to advance patient care and deliver better and safer dental care. Headquartered in Charlotte, North Carolina, the company’s shares are listed on NASDAQ under the symbol XRAY.

About the Role

The Technical Support Field Engineer provides on-site technical support for Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers and authorized dealer technicians. This role evaluates and analyzes hardware and software issues, using technology and product expertise to provide solutions. The successful candidate must be self-driven, have strong critical thinking and problem-solving skills, and be capable of working independently or as part of a team. The role includes providing situational training to dealer technicians and customers to improve their ability to service Dentsply Sirona equipment, as well as traveling to support customer installations, preventative maintenance, and repairs, including overnight travel as needed.

Responsibilities

• Provides site assessments, on-site installation, preventative maintenance, and troubleshooting for Dentsply Sirona Imaging, CAD/CAM, and Treatment Center customers.
• Offers guidance and answers to customers calling in for assistance with installation, operation, troubleshooting, and repairing assigned products.
• Administers technical functions, tests equipment, handles repairs, conducts site inspections, engages with clients, and ensures compliance with all regulatory requirements.
• Demonstrates system functionality to customers and responds to customer issues and complaints.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Acquires and maintains technical knowledge, skills, and references in all areas of assigned products to expertly install, operate, troubleshoot, and repair equipment.
• Recommends or performs minor remedial actions to correct problems, including troubleshooting, testing equipment, generating reports, and modifying designs.
• Provides updates, status, and completion information to managers, problem request tracking systems, and/or users via voicemail, email, or in-person communication.
• Records all pertinent information received on product problems and complaints.
• Acts as a resource for other departments to request technical information and assistance regarding assigned products.
• Installs, repairs, and maintains customers’ equipment; trains customers on proper equipment use.
• Travels to perform service calls on equipment on short notice as needed (may include overnight travel).
• Works on special projects as assigned.
• Performs other duties and assignments to support the technical service function.

Requirements

• Minimum 2-year college degree required; or certification in biomedical equipment technology, applied engineering, or technology field, or equivalent work experience. Bachelor’s degree preferred.
• CompTIA, Cisco, or similar certifications are a plus.
• Minimum of 4 years of field experience in a technical environment (medical/dental equipment experience preferred).

Skills

• Demonstrated ability to read and understand electrical diagrams, data flows, and installation planning diagrams.
• Demonstrated ability to use tools and technology needed to complete installations and repairs.
• Excellent knowledge of mechanical, electrical, and mathematical skills.
• Exceptional interpersonal, communication, and problem-solving skills.
• Strong analytical and critical thinking skills; excellent problem-solving abilities and multitasking.
• Experience with complaint handling in medical device or similar regulated industry.
• Working knowledge of designs and features of medical/dental devices.
• Flexible and able to respond to changes to meet business needs; versatile and service-oriented.
• Ability to remain calm in challenging situations and leverage training to solve complex customer challenges.
• Coachable and participates in the feedback process.
• Ability to meet the challenges of a fast-paced and demanding environment.
• Strong business acumen and oral/written communication skills, including explaining complex technical, mechanical, and electrical information to end users and trained technicians.

Computer Skills

• Microsoft Office: Word, Excel, and PowerPoint.
• SQL Database software; ability to write queries is a plus.
• Internet and email applications.
• Database management.
• Wireshark experience is a plus.