Digital Customer Success Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver customer onboarding and tier 1 technical assistance for 3D printers and scanners, digital imaging hardware and software, automation mills for medical products, computer hardware, and innovative dental technologies.

• Collaborate with external vendors to enhance customer support.

• Provide education to customers regarding proper product usage, maintenance, and fundamental troubleshooting.

• Work in conjunction with Field Support Technicians for the onsite implementation of Digital Dentistry products.

• Develop and update knowledge-base articles that address common issues, maintenance procedures, and best practices.

• Manage the training and support processes before and after sales for Digital Dental and CAD/CAM as part of Benco's OneVisit solution.

• Deliver exceptional account service and escalate issues as necessary.

• Create, validate, and analyze satisfaction survey data related to OneVisit support.

• Collaborate with sales leadership, equipment support, and trainers/coaches to formulate and execute best practices.

• Coordinate with vendor partners on deployment documentation and fulfill equipment installation purchase commitments.

• Input Digital Dental and CAD/CAM leads and assign them to the appropriate regional personnel.

• Ensure adherence to standard operating procedures with internal teams.

• Manage Basecamp and task tracking, ensuring all communications are documented for all parties involved.

• Oversee daily service operations, staff assignments, resource allocation, installations, and prioritization of resources.

• Address customer and associate issues related to CAD/CAM technology, dental software, digital x-ray equipment, and computer hardware via phone, email, and tickets.

• Ensure the accuracy and currency of OneVisit software documentation.

• Assist with departmental meetings and resource availability.

• Coordinate software and equipment updates with vendors.

• Investigate current and future CAD/CAM technology and participate in vendor training sessions.

• Adhere to company policies and standards while performing other assigned tasks.

⛳️ Requirements

• Strong quantitative and analytical problem-solving abilities, including the capacity to create technical documentation on resolutions.

• Excellent interpersonal skills; comfortable in listening and resolving conflicts with customers.

• Comprehensive knowledge of installation, setup, maintenance, and troubleshooting of technical support services, including hardware for laptops, desktops, and tablets.

• Outstanding communication skills with the ability to convey technical information to a non-technical audience.

• Capability to work independently and collaboratively within a team environment.

• Proficiency in prioritizing and managing multiple tasks and/or projects.

• Competency in Windows and Microsoft Office.

• Strong initiative in maintaining and enhancing technical skills.

• Familiarity with peripherals, printers, scanners, displays, and interface devices.

• Knowledge of Microsoft’s currently supported Windows desktop and server operating systems.

• 4-6 years of experience in a technical support role (Required).

• 1-3 years of experience working with dental or other medical equipment (Preferred).

• Proficient in English communication (reading, writing, speaking) (Required).

• Willingness to travel occasionally to customer offices (10%).

• Familiarity with CAD/CAM, digital imaging software, and dental-specific software (Preferred).

🏝️ Benefits

• Competitive Compensation Packages.

• Medical, Dental, and Vision Benefits effective from Day 1.

• 401k Package available from Day 1.

• Paid Time Off Program.

• Profit Sharing.

• Associate Discounts and Community Giveback Programs.

• College Tuition Savings Program.

• Supportive Family Culture.

• Recognized as a FORTUNE Great Place to Work.

• Opportunities to join resource groups that advocate for Diversity, Equity, and Inclusion.

• Family-owned for over 95 years.