Job Summary
We are seeking a dynamic and proactive Support Technician to join our client's Support Team! In this role, you will be the frontline hero for resolving technical issues with dental equipment and software, ensuring seamless operation for veterinary dental clinics worldwide and delivering exceptional customer service via phone, email, and remote access. Your expertise will help keep clinics' technology infrastructure running smoothly, empowering veterinary teams to perform at their best. This position offers an exciting opportunity to develop your technical skills in a fast-paced, close-knit team environment while making a tangible impact on animal health outcomes.
Responsibilities
- Provide first-line technical support for dental equipment and software via telephone and email, following established troubleshooting procedures and escalating unresolved issues to second-line support or suppliers when required.
- Diagnose issues across all supported equipment and software, exploring all troubleshooting options before resolution.
- Raise, manage, and keep fully up to date technical cases in the CRM (Customer Relationship Management) system, including all actions, communications, and case progress for each practice.
- Create customer quotations in CRM and email quotes and quotation reports to end customers.
- Handle software-related queries and determine the most appropriate resolution.
- Coordinate warranty parts requests by emailing suppliers and creating corresponding CRM cases; send spare parts to customers following diagnosis and provide guidance on replacement or repair via phone or video support.
- Perform remote software installations on new equipment, including installing and configuring dental X-ray and CT software on customer PC workstations.
- Install and set up new or upgraded PCs and additional workstations, ensuring proper database connectivity within clinics.
- Follow up on pass-over information received from the Service Coordinator and liaise closely with the Sales team to support customer requests, queries, and technical clarifications.
- Provide customers with preventative guidance and follow-up documentation to help avoid repeat issues, and contribute to a positive, collaborative team culture.
Experience
- Previous experience in technical support, helpdesk, or IT support, preferably in a medical or dental environment.
- Experience supporting hardware, software, and networked systems, with familiarity in remote installations and PC/workstation configuration.
- Strong troubleshooting and problem-solving skills, with the ability to manage multiple cases and priorities effectively in a fast-paced environment.
- Comfortable working with CRM systems and remote support tools.
- Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
- Well organised, with strong attention to detail and follow-through; a team player who works well under pressure.
- Desirable: experience in the dental or veterinary sector or with clinical/medical equipment, experience using a CRM system in a customer support role, or a relevant IT, biomedical engineering, or technical qualification.
Join our client as a Support Technician where your technical expertise fuels operational excellence for veterinary dental clinics worldwide! Be part of a supportive, close-knit team at a long-established global company, with on-the-job training and real opportunities to grow within the Support Team.
#INDUK
Pay: £30,000.00 per year
Benefits:
Application question(s):
- Are you able to commute on-site to Northampton five days a week?
- Do you have full right to work in the UK without sponsorship now or in the future?
Work Location: In person
