Equipment Technical Support Specialist
Monday - Friday 8:00 am - 4:30 pm
Argen Corporation currently has an exciting opportunity for an Equipment Technical Support Specialist to join a growing, technology-focused and service-oriented team. If you thrive in a fast- paced and dynamic environment, and want to be a part of an organization with an unwavering commitment to quality dental solutions, then explore our career opportunities and get to know Argen.
About Us
Argen is a family-owned and privately held company based in San Diego, CA with a state-of-the-art manufacturing center that provides high quality dental solutions to dental labs of all sizes. Founded as a precious metals company in South Africa, Argen has evolved into a dynamic, technology-based manufacturing organization focused on three key business segments, including dental alloys, zirconia, and digital dentistry solutions. Argen continues to invest in innovative research and development, continually improving on our current products and developing new solutions for the dental industry. Argen provides our global customers with affordable, high-performance products and industry-leading customer service. Argen's products are FDA regulated and ISO certified.
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About the Opportunity
The Equipment Technical Support Specialist is responsible for fulfilling orders by arranging inventory in shipping containers and preparing for shipment. Duties include interpreting order invoices to determine which items need to be shipped, cleaning, inspecting, weighing, labeling, and packaging finished products. Responsible for performing quality control assessments and stacking items safely and securely in the correct packaging.
In this role, the successful candidate:
- Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies - NeWay Scanner, and 3Shape scanners.
- Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
- Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
- Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
- Performs rigorous testing of CAD software to understand software limitations.
- Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
- Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client's best interest in mind.
- Maintains a 3-hour service level agreement on customer related issues.
- Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
- Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations
- Other duties as assigned.
- High school diploma or equivalent required.
- Database (Oracle and MSSQL) administration knowledge a plus.
- Ability to communicate advanced topics to multicultural users.
- Solution-orientated with ability to effectively multitask in a rapid work environment.
- Previous experience in an IT support function
- General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
- Wide Area Networking Understanding, ability to set up a VPN
- User-level knowledge on CRM systems a plus
- Experience with CRM system, Salesforce preferred
- Experience Trouble Shooting Windows issues and servers
- General Knowledge of Sequel Server
- Experience Remote Accessing PC's
- Experience with 3Shape Software
- Comfortable uninstalling and reinstalling software
- Hands-on experience and understanding of CAD/CAM Technologies
- Excellent Written and Oral Communication Skills
- Excellent Customer Service Skills
- Willingness to explore new technologies
- Consistently possess a positive approach and attitude at all service levels.
- Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred.
Working for a growing innovative company like Argen means exciting opportunities for training and learning, career development and advancement from only the best in the dental industry. With all that hard work, Argen is committed to ensuring the welfare of its employees and provides an amazing benefit package that includes:
• Medical, Dental and Vision Plans
• 401k with Employer Match
• Paid Time Off and Holidays
• Employee Events
• Wellness Programs
• Discounts for home, travel, entertainment, relaxation that includes mobile phone service, technology, airline and hotel, theater/theme park tickets, restaurants and so much more!
EOE/M/F/Vet/Disabled VEVRAA Federal Contractor