Field Engineer providing remote and on - site support for Genetec customers in physical security solutions. Involves technical support, system deployment, and customer relationship management.
About the role
- Field Service Technician responsible for the installation, maintenance, and repair of dental laboratory equipment. Providing technical support and ensuring optimal equipment performance for customer needs.
Responsibilities
- Installs and configures digital dental laboratory equipment at customer sites
- Ensures all systems and software products are properly set up and calibrated
- Provides initial training to customers on equipment operations and maintenance
- Performs routine maintenance on digital dental equipment to ensure optimal performance
- Diagnoses and repairs technical issues, both remotely and on-site
- Replaces and/or repairs faulty components and ensures equipment is restored to proper working condition
- Responds to customer inquiries and provides technical assistance via phone, email, and on-site visits
- Performs troubleshooting duties for software and hardware issues, offering effective solutions
- Maintains detailed records of service calls, repairs, and maintenance activities
- Educates customers on best practices for equipment usage and maintenance according to manufacturer’s specifications and guidelines
- Provides ongoing training sessions to ensure customers are proficient in using the equipment
- Develops and distributes instructional materials and documentation to customers as requested
- Ensures all service activities comply with company quality standards and regulatory requirements
- Conducts equipment performance checks and validates repairs to ensure functionality
- Monitors and reports on equipment performance trends and potential issues
- Works closely with the internal support teams to address customer needs and improve service delivery processes
- Communicates effectively with customers to keep them informed about service activities and repair status
- Collaborates with internal support teams to develop solutions for complex technical issues.
Requirements
- High school diploma or equivalent
- Bachelor’s degree preferred
- A valid driver's license with a clean driving record required and minimum three-year driving experience required
- Must have a personal and reliable vehicle
- Minimum of 3 years of experience in field service or technical support, preferably in the dental or medical equipment industry
- Knowledge of safety regulations and procedures
- Excellent customer service skills
- Ability to work independently and manage multiple service calls efficiently
- Proficiency in troubleshooting and repairing digital equipment, including CAD/CAM systems, 3D printers, milling machines, ovens/furnaces, suction units
- Strong understanding of digital workflows in dental laboratories (scanning, designing, milling, printing) preferred
- Familiarity with dental CAD/CAM software and related technologies preferred
- Physical ability to lift and move heavy equipment
- Ability to travel extensively (up to 75%) and work flexible hours
- Ability to learn technical concepts by reading work instructions and standard operating procedures and completing on-the-job training.
Benefits
- Medical, dental and vision Plans
- 401k with Employer Match
- PTO
- Employee Events
- Wellness Programs
- Discounts for home, travel, entertainment and relaxation!
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