Large Equipment Technical Support Agent

Qualification Requirements:

• Superior knowledge and skills for the maintenance of Windows Operating Systems including: 

1. Registry files
2. Antivirus software and firewall setting
3. Local area network
4. Remote log-in maintenance of Windows-based PCs

• Proficient with PC applications such as Microsoft Office
• Professional manner of communication with customers by telephone and e-mail
• Basic knowledge of technical tools such as Multi meter
• Spanish speaking

Primary Description of Job Responsibilities for Technical Service Call Related Work

• The products subject to service are:

1. Dental X-ray equipment (Digital Panoramic X-ray, 3D Cone Beam CT X-ray, Software)
2. Dental Laser Equipment
3. Dental Chair and Unit

• Take tech calls from the end user and/or dealer personnel and provide information such as:

1. Item code and description of replacement parts
2. Instruction manual such as pre-installation guide, installation instructions and operation instructions
3. Technical help, such as setting-up and updating driver, firmware, software and OS; explaining requirements of products

• Assist in troubleshooting a technical problem with a product over the phone and/or remote access software
• Support the customer for the operation of the product:  

1. Basic use of X-ray machines and software / how to take a panoramic X-ray, use the scout function, export images
2. Provide information on periodic maintenance and use of the machine

• Take a message from the customer regarding highly technical problems and accurately transfer the information to a Large Equipment Technician to follow-up
• Maintain detailed service records for each technical assist in an electronic format

1. Manage follow-up calls, make sure follow-up calls are being dispatched and issues are resolved
2. Make sure customer information is up to date
3. Track issues and make sure they are taken care of from the beginning to the end

• Communicate with the Sales Department, Purchasing Department and Warehouse to share information of replacement part orders
• Provide a quote of service through the Sales Department when the product warranty is expired or invalid
• Work together with the Sales Department and Technical Manager to arrange and manage the travel schedule of Large Equipment Technicians
• Work together with the Sales Department and Technical Manager to arrange and manage special tools (on a loaner basis) for dealer technicians
• Offer an extended warranty to the customer when the factory warranty is expired
• All the service activity shall conform to the company’s Standard Operation Procedure based on the ISO Quality Management System Regulations

 

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Company offers excellent compensation and benefits plan including Medical, Dental, Vision, Life and Matching 401(k), Paid Personal Time, Sick Leave and Holidays.

Resumes and salary requirements/history should be submitted to HR-R@JMoritaUSA.com or fax to (949) 465-1008.