SUMMARY

The primary responsibilities of a Service & Equipment Support Specialist will be to assist Service Technicians with schedule management, lead assignment, dispatching of job assignments and new business development. The S&ESS will play an intricate role in building relationships with both internal and external customers. They will also ensure that all DHPI customers are serviced in a timely, professional and thorough manner.  The S&ESS must possess a sound mechanical aptitude as this role will also assist and back-up our Handpiece Repair Center as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following but are not limited to:

·         Answering all inbound calls to Service and Equipment Help Desk and transferring to the appropriate Service Tech, Equipment Specialist or personnel.

·         Assist all Customers who call into Service and Equipment Help Desk.

·         Document customer information and lead distribution in Systems 2000.

·         Receiving and maintaining Service Tech schedules on daily basis in the Outlook Calendar.

·         Dispatching Leads, both Service and Equipment to the appropriate Rep or Tech.

·         Assisting in the planning and scheduling of equipment installs company wide.

·         Assist in receiving, reviewing and processing of equipment and part orders.

·         Review Service Tech System Notes on a daily basis.

·         Assist Service Techs in assessing and locating appropriate areas for Cold Calling.

·         Assist Service Techs in retrieving Customer information from the system when needed.

·         Assist Service Techs in finding part numbers and pricing for orders as needed.

·         Create new part numbers for ordering in Systems 2000 when necessary.

·         Build and maintain relationships with Vendor Customer Service Reps.

·         Responsible for maintaining existing relationships with current Service customers along with prospective customers.

·         Track customer’s part orders. In addition will be responsible for keeping Service Techs current on their back orders.

·         Filing duties to maintain Service and Equipment files & folders.

·         Enter new prospects/customers in the computer system.

·         Creating documents such as letters and quotes

·         Prepare documentation on return products (Vendor Returns).

·         In the absence of Service Techs, Service Support Specialists will be responsible for calling on Service Techs activities from Outlook Calendar.

·         Process hand piece repairs for Equipment Sales and Service department.

·         Other duties as assigned by Manager.

·         All other duties as assigned.