Digital Dentistry Customer Success Partner

🕒 October 1

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Benco Dental

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1930

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Benco Dental is a leading supplier of dental products and services, providing a comprehensive suite of solutions for dental practices. Their offerings include dental supplies, cutting-edge equipment, practice solutions, coaching, and financial products designed to enhance operations and patient outcomes. With a strong focus on customer satisfaction and tailored solutions, Benco Dental aims to navigate the complexities of dentistry, helping practices grow and thrive in the competitive landscape.

📋 Description

• Provide customer onboarding and technical support for 3D printers and scanners, digital imaging hardware and software, automation mills for medical products, computer hardware, and emerging dental technologies • Provide tier 1 customer support and coordinate with outside vendors for additional support • Educate customers on proper product use, maintenance, and basic troubleshooting • Collaborate with Field Support Technicians on onsite product implementation • Create and maintain knowledgebase articles covering common issues, maintenance procedures, and best practices • Own the pre/post-sale training and support process for Digital Dental and CAD/CAM through Benco's OneVisit solution • Provide exceptional service to accounts and escalate issues as needed • Create and maintain databases, reports, and records • Produce, verify, and analyze OneVisit support satisfaction survey data • Partner with sales leadership, equipment support, and trainers/coaches to develop and implement best practices • Coordinate with vendor partners on deployment sheets and equipment installation purchase commitments • Enter Digital Dental and CAD/CAM leads and assign them to regional personnel • Ensure standard operating procedures are followed with internal teams • Maintain Basecamp and task tracking, recording communications for all parties • Coordinate daily service functions, staff assignments, resource allocation, installations, and resource prioritization • Triage customer and associate issues involving CAD/CAM technology, dental software, digital x-ray equipment, and computer hardware • Verify OneVisit software suite documentation is accurate and current • Assist with department meetings and resource coordination • Work with vendors on software and equipment updates • Research current and future CAD/CAM technology and attend vendor training classes • Comply with company policies and perform other duties as assigned

🎯 Requirements

• Strong quantitative and analytical problem-solving skills, including the ability to generate technical documentation on resolutions • Strong interpersonal skills; comfortable listening and resolving conflicts with customers • Strong knowledge of installation, setup, maintenance, and troubleshooting of technical support services, including hardware for laptops/desktops/tablets • Excellent communicator with the ability to explain technical information to a non-technical audience • Ability to work independently and in a team environment • Ability to prioritize and manage multiple tasks and/or projects • Windows and Microsoft Office proficient • Strong initiative around maintaining and enhancing technical skills • Knowledge of peripherals, printers, scanners, displays, and interface devices • Knowledge of Microsoft's currently supported Windows desktop and server operating systems • 4-6 years in a technical support role (Required) • 1-3 years working with dental or other medical equipment (Preferred) • Effectively communicates (reads, writes, speaks) English (Required) • Ability to travel, on occasion, to customer offices (10%) • CAD/CAM, digital imaging software, and dental specific software (Preferred)

🏖️ Benefits

• Excellent Compensation Packages • Medical, Dental and Vision Benefits Effective on Day 1 • 401k Package Effective on Day 1 • Paid Time Off Program • Profit Sharing • Associate Discounts and Community Giveback Programs • College Tuition Savings Program • Caring Family Culture Toward all Associates • Certified as a FORTUNE Great Place to Work • Opportunities to join resource groups that promote Diversity, Equity, and Inclusion • Family owned for 95+ years • Opportunities for growth and development

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