Technical Support Specialist

Technical Support
Professional Experience: 3-5 Years
Primary Skills: Electromechanical, CompTIA+ Certification, Technical support, Customer Service

You are the ideal candidate who has a strong ability to interact and communicate professionally with employees, customers, and partners. You will professionally represent Technical Support team; greet our callers, identify, document, and provide advanced technical support for all escalated technical calls.

About the Role:
Planmeca is seeking a Technical Support Specialist who is just as comfortable navigating a circuit board with a multimeter as they are navigating Windows network settings.
This is not a standard IT helpdesk position. Our equipment requires a blend of software troubleshooting and electromechanical diagnostics. You will primarily support customers and field technicians over the phone, guiding them through complex hardware repairs and network configurations. Additionally, you will spend hands-on time in our training and repair lab, doing QA and fixing returned units.

Our team operates on a rotational basis. You will alternate between dedicated troubleshooting shifts and our first-impression intake queue, where you will focus on rapid response, accurate case documentation, and initial triage before escalating or resolving the issue. We treat every team member as a full troubleshooter, meaning you need the technical depth to handle whatever comes your way.

Key Responsibilities:

• Remote Hardware Diagnostics: Guide customers and technicians over the phone through step-by-step electromechanical troubleshooting, including using a multimeter to check voltages and diagnosing faulty physical components.
• Software & Network Support: Troubleshoot software and connectivity issues across both Windows and Mac operating systems, including configuring IP addresses, resolving network communication errors, and managing basic NTFS folder permissions.
• Hands-on Repair: Spend designated time working directly with hardware to QA, test, and repair returned units. This includes opening devices, diagnosing issues, and safely removing or replacing boards, motors, and other internal components.
• Intake & Triage: Rotate through our initial intake queue to ensure fast answer times, create detailed case notes, and accurately route issues.
• Clear Communication: Translate complex hardware and software diagnostic steps into easy-to-follow instructions for users with varying levels of technical expertise.

Minimum Qualifications

• Hardware Repair Experience: Proven, hands-on experience opening devices, removing/replacing physical components (like boards and motors), and safely utilizing a multimeter for voltage testing and component diagnostics.
• OS Proficiency: Strong ability to navigate and troubleshoot both Windows and Mac operating systems.
• Networking Knowledge: Solid understanding of foundational networking concepts, including IP addressing, network communication protocols, and basic NTFS folder permissions.
• Customer Service Skills: Excellent verbal communication skills with the patience and clarity required to guide remote users through complex physical repairs.

Preferred Qualifications

• CompTIA A+ Certification (or equivalent foundational IT certification) is highly preferred but not required.
• Previous experience supporting specialized electromechanical equipment, medical devices, or complex industrial hardware.
• Degree; technical in nature or equivalent work experience
• Electromechanical experience is a plus
• Troubleshooting and networking skills
• Proficient with Microsoft Office Suite
• Ability to type a minimum of 20 words per minute
• Strong communication skills

Knowledge, Abilities, and Skills

• A deep understanding of the dental market and core equipment segment is preferred

Working Conditions:

• Ability to sit at a desk during working hours
• One Day remote

Salary:

• $50,000- $52,000 per year