Digital Dentistry Customer Success Partner

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

📋 Description

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

• Offer tier 1 customer support and collaborate with external vendors for additional assistance.

• Train customers on the proper usage, maintenance, and basic troubleshooting of products.

• Work alongside Field Support Technicians for onsite product implementation.

• Develop and update knowledgebase articles that address common issues, maintenance protocols, and best practices.

• Manage the pre/post-sale training and support process for Digital Dental and CAD/CAM through Benco's OneVisit solution.

• Deliver outstanding service to accounts while escalating issues as necessary.

• Create and maintain databases, reports, and records.

• Generate, validate, and analyze OneVisit support satisfaction survey data.

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

• Liaise with vendor partners regarding deployment sheets and commitments to equipment installation purchases.

• Input Digital Dental and CAD/CAM leads and assign them to regional team members.

• Ensure adherence to standard operating procedures among internal teams.

• Maintain Basecamp and task tracking, documenting communications for all stakeholders.

• Organize daily service operations, staff responsibilities, resource distribution, installations, and prioritization of resources.

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

• Confirm that documentation for the OneVisit software suite is accurate and up to date.

• Assist in department meetings and coordinate resources.

• Collaborate with vendors on software and equipment updates.

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

• Adhere to company policies and complete other assigned duties.

⛳️ Requirements

• Strong quantitative and analytical problem-solving abilities, including generating technical documentation for resolutions.

• Excellent interpersonal skills; adept at listening and resolving conflicts with customers.

• In-depth knowledge of installation, configuration, maintenance, and troubleshooting of technical support services, including hardware for laptops, desktops, and tablets.

• Exceptional communicator able to convey technical information to a non-technical audience.

• Capable of working both independently and collaboratively in a team setting.

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

• Proficient 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 with dental or other medical equipment (Preferred).

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

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

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

🏝️ Benefits

• Competitive compensation packages.

• Medical, dental, and vision benefits effective from day one.

• 401k plan available from day one.

• Paid time off program.

• Profit-sharing opportunities.

• Discounts for associates and community engagement programs.

• College tuition savings program.

• Supportive family culture for all associates.

• Recognized as a FORTUNE Great Place to Work.

• Opportunities to join resource groups that promote diversity, equity, and inclusion.

• Family-owned for over 95 years.

• Opportunities for personal and professional growth and development.