Position Overview
In this role you will be responsible for providing technical support, installation, maintenance, troubleshooting, and customer training for digital dentistry products, including intraoral scanners and related software solutions. The role will ensure timely resolution of customer issues, minimize product downtime, and deliver a high level of customer satisfaction.
The position requires strong technical and troubleshooting skills, customer orientation, good communication abilities, and willingness to travel extensively to customer locations.
Key Responsibilities
1. Installation and Commissioning
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Install, configure, and commission intraoral scanners and associated software at customer locations.
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Ensure proper integration of hardware, software, laptops, and peripheral devices.
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Conduct functional testing and verification before handing over the system to the customer.
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Ensure customers are adequately trained on basic product operation and maintenance.
2. Technical Support and Troubleshooting
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Provide technical support to customers through phone, email, remote assistance, and on-site visits.
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Diagnose and resolve hardware, software, connectivity, scanning, calibration, and performance-related issues.
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Troubleshoot intraoral scanner and digital workflow-related issues and provide appropriate corrective actions.
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Escalate complex technical issues to regional/global technical or product teams when required.
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Maintain timely follow-up until customer issues are completely resolved.
3. Preventive Maintenance and Repair
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Conduct preventive maintenance, inspection, calibration, and functional checks of equipment.
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Perform repairs and replacement of components in accordance with company guidelines.
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Identify recurring technical issues and recommend corrective and preventive actions.
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Maintain service tools, demo equipment, spare parts, and other technical resources.
4. Customer Training and Technical Education
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Conduct product training for customers, sales teams, and internal stakeholders.
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Train customers on scanner operation, software usage, maintenance, troubleshooting, and digital workflows.
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Support customer onboarding after installation and ensure effective product adoption.
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Develop and maintain technical training materials, troubleshooting guides, and FAQs.
5. Field Service Management
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Plan and execute customer visits based on service priorities and business requirements.
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Ensure timely response to service requests and minimize customer downtime.
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Coordinate service activities with sales, Digital Implant Solutions (DIS), customer service, logistics, and other relevant teams.
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Maintain an effective service schedule covering the assigned territory.
6. Technical Support for Sales and Demonstrations
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Provide technical support to the sales team during product demonstrations, installations, and customer evaluations.
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Support troubleshooting during demos and trials to ensure a positive customer experience.
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Assist sales teams in explaining technical features, system requirements, and digital workflows.
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Provide technical inputs during customer discussions where required.
7. Quality and Compliance
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Ensure all service activities are performed in accordance with company quality standards, procedures, and manufacturer guidelines.
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Maintain proper documentation of installations, repairs, preventive maintenance, and customer complaints.
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Ensure equipment is handled, transported, and stored appropriately.
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Report recurring product or quality issues to the concerned teams.
8. Reporting and Documentation
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Maintain accurate service records, service reports, installation reports, and customer communication.
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Update service activities and customer issues in the relevant CRM/service management system.
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Track open service cases and ensure timely closure.
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Provide regular reports to management on service performance, recurring issues, customer feedback, and product concerns.
9. Cross-functional Collaboration
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Work closely with Sales, DIS, Marketing, Product Management, Customer Service, and Technical/Engineering teams.
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Share customer feedback and field observations to support product and service improvements.
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Participate in product launches, technical training programs, exhibitions, and customer events as required.
Qualifications and Skills
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Diploma / Degree in Engineering
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Minimum 5 years of experience in technical support, field service, service engineering, medical devices, dental equipment, healthcare technology, or a related industry.
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Experience with intraoral scanners, dental CAD/CAM systems, digital dentistry, medical devices, or other sophisticated technical equipment will be an advantage.
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Strong knowledge of hardware and software troubleshooting.
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Good understanding of computers, operating systems, networking, connectivity, and peripheral devices.
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Ability to diagnose and resolve technical issues independently.
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Strong customer service and interpersonal skills.
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Good verbal and written communication skills.
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Ability to work independently, prioritize service requests, and manage multiple customer issues.
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Willingness to travel extensively across the assigned territory and work flexible hours based on customer requirements.
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Proficiency in preparing service reports and maintaining technical documentation.
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Strong analytical and problem-solving skills with a proactive approach.
Key Competencies
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Technical troubleshooting
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Customer orientation
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Problem solving
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Communication and interpersonal skills
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Field service management
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Product knowledge
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Training and presentation skills
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Time management and prioritization
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Cross-functional collaboration
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Ownership and accountability
Key Performance Indicators (KPIs)
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Service request response and resolution time
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First-time resolution rate
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Customer satisfaction
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Installation and commissioning turnaround time
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Preventive maintenance completion
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Number of unresolved/overdue service cases
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Service case closure within defined timelines
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Quality and accuracy of service documentation
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Customer/product training completion
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Technical support provided for sales demonstrations and installations
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Reduction in recurring technical issues
Role Requirement
You are expected to act as the technical point of contact for customers for Digital Solutions, ensuring reliable product performance, quick resolution of technical issues, effective customer training, and continuous feedback to the organization. The role will be critical in supporting the growth of the digital business by ensuring a strong post-sales customer experience and high product adoption.
