Support Technician

As our Support Technician, you’ll provide courteous, expert phone assistance that keeps existing customers happy and helps win new ones. You’ll specialize in veterinary dental equipment - diagnosing issues, evaluating and repairing equipment, and installing software for x-ray systems. You’ll also support users through procedures, provide remote troubleshooting, and recommend upgrades or products that improve their experience.

WHAT YOU’LL DO

• Provide product support and top-notch customer service, upholding company standards for communication, service quality, and thorough ticket documentation.
• Answer support calls and emails for all equipment and software.
• Monitor parts inventory to ensure adequate stock.
• Prepare parts orders for shipping.
• Install new equipment software remotely.
• Perform maintenance and repairs on customer equipment.
• Maintain good housekeeping in all workspaces and assist with office organization projects as needed.
• Take on additional tasks assigned by Support Managers.

• High school graduate or equivalent.
• 2+ years of customer service experience.
• Clear written and verbal communication skills.
• Self-motivated, requiring minimal supervision.
• Good attendance and punctuality.
• Strong mechanical aptitude.
• Adaptability, initiative, flexibility, and critical thinking skills.
• Attention to detail and consistent focus - we build quality equipment, and it shows in the work.

Preferred

• Production experience, ideally in the precision equipment industry.
• Familiarity with Microsoft Office (Word/Excel/Outlook) and Microsoft 365.
• Machinist experience helpful.
• Small equipment or electrical repair experience.
• Phone support or call center experience., * Teamwork - balances team and individual responsibilities, stays open to others’ views, gives and welcomes feedback, and supports the team’s success.
• Professionalism - tactful with others, composed under pressure, respectful regardless of status, and accountable for your own actions.
• Quality - accurate and thorough, always looking for ways to improve, and responsive to feedback.
• Quantity - meets productivity standards and completes work in a timely, efficient manner.
• Safety and Security - follows safety procedures, reports unsafe conditions, and uses equipment properly.
• Adaptability - adjusts to change, manages competing demands, and handles the unexpected.
• Attendance/Punctuality - consistent, on time, and reliable for meetings and coverage.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl.
• Continually required to sit.
• Continually required to use hand and finger dexterity.
• Continually required to talk or hear.
• Continually uses visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally required to lift, push, or carry items up to 50 pounds.

• Starting pay for this position is $23-$25 per hour, within the broader $21-$34 per hour range for this role.
• Full-Time, 40-hour work week.
• Full benefits package, including medical, vision, and dental coverage after 30 days.
• 401(k) with up to 3% match after 12 months of employment.
• 9 paid holidays plus 1 floating holiday.
• 1 week of paid vacation at the 1-year mark.