TechConnect Technician

The TechConnect Technician is a key member of Benco’s Field Service team, providing real-time remote technical support, training, and coaching to internal technicians and dental customers through the TechConnect platform and related tools. This is a blended role: the technician handles remote support requests and manages the dispatch board when not on TechConnect calls., * Handling requests from a queue-based system (FSM Grid/TechConnect)

• Guiding rookie technicians
• Providing remote front line support to dental office staff through troubleshooting, installations, and configuration
• Responding to external and internal customer inquiries, ensuring contractual response times are met
• Documenting all interactions in work orders and associated systems
• Using FSM Grid proficiently to schedule Field Service Technicians and document notes in tickets
• Managing the dispatch board when not on TechConnect calls

• Computer proficiency, including knowledge of Windows-based programs
• Strong time-management and organizational skills, with the ability to prioritize and manage multiple tasks and/or projects
• Problem solver, adaptable, and agile thinker
• Clear communicator with active listening skills, including the ability to explain complex technical issues in simple, customer-friendly terms
• Strong knowledge of dental and related equipment operation, troubleshooting, and basic repair
• Understanding of networking fundamentals and working with office IT staff (Wi-Fi, firewalls, device connectivity)
• Understanding of electrical systems, plumbing, and equipment calibration procedures
• Knowledge of low-voltage electrical equipment installation and repair
• Proficiency with remote support platforms (e.g., TechConnect, TalkDesk), mobile devices (iPads), and communication tools (FSM Grid, email, SMS), * High School Diploma or equivalent
• Associates Degree in a Technical or Vocational field
• 5+ years in Dental Field Service Experience (Required)
• 1-3 years in Electrical, Customer Service, Military, HVAC, Pneumatics or Software/Hardware Experience (Preferred)
• 1-3 years of Technical Training Experience in the Bio-Med or Electronics Field (Preferred)
• 1-3 years in a Remote Support, Help Desk, Contact Center or Teleservice Role (Preferred)

• Excellent Compensation Packages
• Medical, Dental and Vision Benefits Effective on Day 1
• 401k Package, Paid Time Off Program, and 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 Build a Better Benco through Diversity and Inclusion Resource Groups
• Family owned for 90+ years

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!, Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!