Digital Dentistry Customer Success Partner (Remote)

Summary

Benco Dental is a family-owned, full-service dental distributor focused on driving dentistry forward through dental products, services, and technology solutions. The Digital Dentistry Customer Success Partner provides customer onboarding, tier 1 technical support, training, troubleshooting, and service coordination for digital dentistry and CAD/CAM technologies. The role also collaborates with vendors and internal teams, maintains documentation and knowledge resources, and supports product implementation and customer success.

Responsibilities

• Contributing to the success of Benco's OneVisit solution by owning the pre/post-sale training and support process for Digital Dental and CAD/CAM
• Provide exceptional service to all accounts, escalating issues as needed
• Create and maintain various databases, reports, and records
• Product, verify, and analyze data from OneVisit Support satisfaction surveys
• Partner with sales leadership, equipment support, and trainers/coaches to develop and implement best practices
• Work closely with vendor partners on proper deployment sheets and ensure purchase commitments are filled out entirely for equipment installations
• Enter leads for Digital Dental and CAD/CAM products from the customer and assign to the appropriate regional personnel
• Work closely with internal teams to ensure standard operating procedures are followed
• Leads process of maintaining Basecamp and task tracking, ensuring all communication is entered for all parties for open lines of communication
• Responsible for daily service coordination functions including selecting and assigning staff members to tasks, management of staff allocation to ensure equal task loads, communicating with service team to coordinate hardware and software installations, and working with team to prioritize resource requests through mediums such as Basecamp
• Triage issues (phone, email, tickets) from customers and associates relating to CAD/CAM technology in dentistry, dental software, digital x-ray equipment, and computer hardware
• Work with team to verify all documentation is correct and up to date for OneVisit software suite
• Assist in coordination of department meetings and verify resources are available
• Work with vendors to implement any software or equipment updates including any changes that need to be made to the systems offered
• Stay current on any CAD/CAM technology Benco is offering or may be in the future through research and attend vendor training classes
• Complies with all policies and standards to support the efficient operations of the department and company
• Performs other duties as assigned

Skills

• 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, but not limited to, 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
• Experience: 4-6 years in a technical support role (Required)
• Effectively communicates (reads, writes, speaks) English (Required)
• Technical skill set: CAD/CAM, digital imaging software, and dental specific software (Preferred)
• Experience: 1-3 years working with dental or other medical equipment (Preferred)

Qualifications

Must Haves

• 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, but not limited to, 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
• Experience: 4-6 years in a technical support role (Required)
• Effectively communicates (reads, writes, speaks) English (Required)

Nice to Haves

• Technical skill set: CAD/CAM, digital imaging software, and dental specific software (Preferred)
• Experience: 1-3 years working with dental or other medical equipment (Preferred)

Benefits

• 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
• Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
• This position is a field-based / territory-based / virtually- based / remote-based position that does not require consistently reporting to a physical Benco location.