Product Support Representative I

About the role

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.

Overview

The Product Support Representative (PSR) I primarily supports domestic customer service and sales team inquiries, focusing on A-dec's past and present products. Responsibilities include providing product and technical support, managing applicable order processing, and configuration. The role requires expertise in conducting research, troubleshooting, escalating, and resolving technical issues customers report via phone and email.

Job Duties and Responsibilities

• Ensures every customer interaction is handled with the utmost care and professionalism, consistently delivering exceptional experiences by actively listening, understanding customer needs, and providing solutions promptly and effectively.
• Effectively troubleshoots, analyzes, and resolves customer inquiries promptly and accurately, routinely following up with customers to ensure issues are fully resolved.
• Provides technical support and troubleshooting for all past, present, and expired core equipment, dental furniture, and digitally connected products. This may include vendor or partner-manufactured products. May support multiple product categories such as Clinical or Mechanical Room.
• Reports all service or product-related defects promptly, capturing all necessary and required to assist with root cause analysis and ensure timely resolution.
• Assists customers with generating quotes, processing orders, configuring products, and understanding policies related to core equipment and dental furniture, ensuring a seamless and informed customer experience.
• Addresses concerns, assesses outcomes, and implements solutions to enhance customer satisfaction while adhering to company policies and objectives. Seeks guidance from others as needed. Consistently delivers exceptional customer experiences.

Knowledge, Skills, and Abilities

• Strong focus on delivering exceptional customer experiences.
• Highly organized with excellent time management and prioritization abilities.
• High level of accountability and ownership of tasks and responsibilities.
• Intermediate technical and problem-solving skills in pneumatic, hydraulic, electrical, and basic knowledge of network connectivity is preferred.
• Intermediate interpersonal and communication skills
• Collaborative team player with a positive attitude.
• Agile and adaptable to change in a fast-paced environment.
• Basic product knowledge and understanding of related policies.
• Ability to make informed decisions quickly and effectively.
• Exhibits intermediate verbal and written communication skills to effectively interact with customers, team members and leadership.
• Working knowledge of Microsoft Office Suite (Outlook, Word, Excel).
• General knowledge of enterprise resource planning (ERP) and customer relationship management (CRM).
• Ability to complete all necessary training at the Newberg campus as required.

Education and Experience

• Generally, requires 1-3 years of recent customer service experience, demonstrating a strong ability to manage customer inquiries and issues professionally and efficiently.
• Experience in managing customer interactions through various communication channels maintaining high levels of customer satisfaction, and consistently delivering exceptional customer experiences.
• Proven history of effectively resolving customer concerns, providing accurate information, and ensuring timely follow-up to enhance overall customer satisfaction.
• Preferred experience in technical and mechanical troubleshooting, including diagnosing and resolving issues, understanding mechanical systems, and providing customer technical support. This includes hands-on experience with product configurations, conducting root cause analysis, and effectively utilizing diagnostic tools and resources.