Air Techniques
Position: Field Service Representative
The Field Service Representative is responsible for providing technical support at the dealer and dental practice, assisting with demonstrations, service calls, installations, and training customers and dealer personnel. This role supports sales efforts by overseeing ATI product installations and training customers in their use at customer sites. The primary focus is to provide technical expertise to support selling efforts and customer service for the region, including solving customer and regional problems.
Base pay range
$85,000.00/yr - $95,000.00/yr
About Air Techniques, Inc.
Founded in 1962, Air Techniques designs and builds two main groups of products: utility room and digital imaging products. Our products are manufactured in a vertically integrated facility with compliance to FDA Good Manufacturing Practices and strict Quality Standards. We maintain ISO-13485 registration to reinforce our pledge to quality and customer satisfaction. Air Techniques is committed to delivering superior quality to dealers and dentists worldwide. Responsibilities Deliver technical support, installation assistance and technical advice to the dealer and dealer branches as needed. Visit customers when cases are escalated by Sales, Product Managers, or Engineering to determine root cause and ensure improper installation is not a factor. Diagnose mechanical and system failures using established procedures and perform basic customer network installs. Have working knowledge of CBCT. Be familiar with patient positioning and other best practices for capturing a radiograph (e.g., ALARA). Determine parts, supplies or tools to be ordered to complete service requests. Relay any special problems to Supervisor of Technical Support following each call. Deliver initial training on product fit and function, as well as software interface and features to end users at the dental practice. Provide courtesy follow-up calls on newly installed products within 2 weeks. Provide white-glove service on more complex installs that include intra-oral and panoramic x-ray systems. Provide field support for Key Opinion Leader (KOL) and Test Sites. Identify product and technical training needs through regular dealer and branch visits. Participate in Training and Co-Travel with dealer field techs and ATI sales force. Align training plans with the central training department in Melville. Educate customers on proper care, maintenance and use of ATI products. Support the Technical Call Centre when Product Training, Installations or Repairs are not conducted. Establish reliable partnerships with the dealers sales and service reps at individual branches. Identify prospects within dental office locations and refer leads in CRM to ATI sales force. Attend tradeshows as needed. Complete all work in a timely manner and submit required documentation within the specified time-frame. Maintain an actual personal stock of most needed spare parts for quick product fixes. Adhere to all company policies, procedures and business ethics codes. Comply with all company, OSHA, or other agencies policies related to asepsis. Attend all required trainings assigned by Supervisor.
Work Experience Requirements At least 5 years of experience as a field service technician or field repair technician in a dental/medical environment. Experience with basic tools and a basic working knowledge of mechanical and electrical systems. Imaging/PC experience required; network knowledge preferred. Previous X-Ray experience. Experience with 3D tomography preferred. Experience solving product issues at dentist offices under time pressure. Travel: must be able to travel up to 80%, with up to 50% overnight travel. Valid drivers license and clean driving record. Ability to work well independently in the field and as part of a team. Electrical, schematic reading, plumbing, mechanical or carpentry skills are helpful. Excellent troubleshooting capabilities with strong mechanical and electronic aptitude. Strong customer service focus and ability to rapidly learn new products, systems and tools. Proven administrative, organization and time management skills. Excellent oral and written communication; strong interpersonal skills. Must be able to lift up to 100 lbs.
Education Requirements AS Degree, Technical School-Engineering degree or equivalent level of business experience
Job details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Medical Equipment Manufacturing
New Rochelle, NY $90,000 - $100,000 #J-18808-Ljbffr
Founded in 1962, Air Techniques designs and builds two main groups of products: utility room and digital imaging products. Our products are manufactured in a vertically integrated facility with compliance to FDA Good Manufacturing Practices and strict Quality Standards. We maintain ISO-13485 registration to reinforce our pledge to quality and customer satisfaction. Air Techniques is committed to delivering superior quality to dealers and dentists worldwide. Responsibilities Deliver technical support, installation assistance and technical advice to the dealer and dealer branches as needed. Visit customers when cases are escalated by Sales, Product Managers, or Engineering to determine root cause and ensure improper installation is not a factor. Diagnose mechanical and system failures using established procedures and perform basic customer network installs. Have working knowledge of CBCT. Be familiar with patient positioning and other best practices for capturing a radiograph (e.g., ALARA). Determine parts, supplies or tools to be ordered to complete service requests. Relay any special problems to Supervisor of Technical Support following each call. Deliver initial training on product fit and function, as well as software interface and features to end users at the dental practice. Provide courtesy follow-up calls on newly installed products within 2 weeks. Provide white-glove service on more complex installs that include intra-oral and panoramic x-ray systems. Provide field support for Key Opinion Leader (KOL) and Test Sites. Identify product and technical training needs through regular dealer and branch visits. Participate in Training and Co-Travel with dealer field techs and ATI sales force. Align training plans with the central training department in Melville. Educate customers on proper care, maintenance and use of ATI products. Support the Technical Call Centre when Product Training, Installations or Repairs are not conducted. Establish reliable partnerships with the dealers sales and service reps at individual branches. Identify prospects within dental office locations and refer leads in CRM to ATI sales force. Attend tradeshows as needed. Complete all work in a timely manner and submit required documentation within the specified time-frame. Maintain an actual personal stock of most needed spare parts for quick product fixes. Adhere to all company policies, procedures and business ethics codes. Comply with all company, OSHA, or other agencies policies related to asepsis. Attend all required trainings assigned by Supervisor.
Work Experience Requirements At least 5 years of experience as a field service technician or field repair technician in a dental/medical environment. Experience with basic tools and a basic working knowledge of mechanical and electrical systems. Imaging/PC experience required; network knowledge preferred. Previous X-Ray experience. Experience with 3D tomography preferred. Experience solving product issues at dentist offices under time pressure. Travel: must be able to travel up to 80%, with up to 50% overnight travel. Valid drivers license and clean driving record. Ability to work well independently in the field and as part of a team. Electrical, schematic reading, plumbing, mechanical or carpentry skills are helpful. Excellent troubleshooting capabilities with strong mechanical and electronic aptitude. Strong customer service focus and ability to rapidly learn new products, systems and tools. Proven administrative, organization and time management skills. Excellent oral and written communication; strong interpersonal skills. Must be able to lift up to 100 lbs.
Education Requirements AS Degree, Technical School-Engineering degree or equivalent level of business experience
Job details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Medical Equipment Manufacturing
New Rochelle, NY $90,000 - $100,000 #J-18808-Ljbffr