Technical Support Rep II

About Air Techniques, Inc.

Founded in 1962, Air Techniques, Inc. set out to manufacture first-rate products for the dental industry. Over 64 years later, Air Techniques has grown from a small company into a successful corporation. At our New York headquarters, we design and build two main groups of products: utility room and digital imaging products. Our products are manufactured in a vertically integrated factory where compliance with the Food and Drug Administration Good Manufacturing Practices is paired with stringent Quality Standards. In-house engineering staff designs our products for the dental market. We are proud to maintain the ISO-13485 registration certification which reinforces our pledge to quality and customer satisfaction. At Air Techniques, we have earned our reputation in the dental industry through our commitment to quality and ensuring customer satisfaction. We are proud that Air Techniques represents superior quality to dealers and dentists worldwide.

Essential Functions and Responsibilities:

• Provides second level technical support by end-users through calls from dealers, distributors and sales representatives. Phone support may include troubleshooting, diagnosis and repair of equipment such as utility and digital imaging products.
• Will focus on Utility products such as dental vacuums and compressors.
• Conduct analysis and troubleshooting via telephone, email and remote control for customer accounts in a timely fashion to identify causes of problems and provide solutions to customers.
• Ability to handle high call volume and correspondence; multitask and escalate to Tier 3 as needed.
• Follow up on open service inquiries, respond to and resolve complaints and concerns.
• Familiar with standard concepts, policies, practices, and procedures within Air Technique's organization. Relies on experience and judgment to plan and accomplish goals.
• Determine the requirement for parts to be replaced, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair or credit.
• Develop technical Q&A for solutions related to Air Techniques products.
• Proper case entry documentation into our CRM system as it pertains to incoming call complaints.
• Able to work a flexible schedule during posted hours of support.
• Continue to improve product knowledge and customer service skills.

Work Experience Requirements:

• 3-5 years call center experience in a technical support role
• Dental or similar technical troubleshooting experience preferred

Core Skills Requirements:

• Mechanical and electrical aptitude desired.
• Imaging/PC experience required.
• Network Knowledge preferred.
• Good oral and written communications skills.
• Excellent phone and customer service skills required.

Education Requirements:

• AS Degree, Technical School-Engineering degree or equivalent level of business experience.

It is the policy of Air Techniques to provide equal employment opportunities to all qualified applicants without discrimination on the basis of race, creed, color, religion, national origin or ancestry, gender, citizenship, age, disability, marital status, veteran status, sexual preference, or any other characteristic protected by applicable federal, state, or local laws.