Equipment Technical Support Specialist (CAD/CAM)
Argen Corporation · United States
- Hybrid
- Full-time
- $75,000 / year
- United States
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Job highlights
- Provide expert technical support for CAD/CAM hardware and software.
- Troubleshoot and resolve customer issues via phone and online.
- Collaborate with vendors on bug fixes and hardware improvements.
- Log all customer interactions in Salesforce.
- Join a supportive team with excellent benefits.
About the role
Equipment Technical Support Specialist CAD CAM
The Equipment Technical Support Specialist provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. Contribute to a close knit team that works together to support each other while providing industry leading customer service and support.
Schedule: M-F, 8:30 AM - 5:00 PM
Location: Remote (MT or PST Preferred)
The day-to-day:
- Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners.
- Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages.
- Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events.
- Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure.
- Performs rigorous testing of CAD software to understand software limitations.
- Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements.
- Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind.
- Maintains a 3-hour service level agreement on customer related issues.
- Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
- Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.
What does it take to be successful:
- Hands-on experience and understanding of CAD/CAM Technologies
- Experience with 3Shape Software preferred
- Previous experience in technical support function, with Dental CAD/ CAM experience
- Database (Oracle and MSSQL) administration knowledge a plus.
- Ability to communicate advanced topics to multicultural users.
- Solution-orientated with ability to effectively multitask in a rapid work environment.
- General Microsoft Windows (XP, Vista, Win7 etc.), network knowledge including understanding the concepts of client-server installations a plus
- Wide Area Networking Understanding, ability to set up a VPN
- User-level knowledge on CRM systems a plus, Salesforce preferred
- Experience Trouble Shooting Windows issues and servers
- Experience Remote Accessing PC’s
- Comfortable uninstalling and reinstalling software
- Excellent Written and Oral Communication Skills
- Consistently possess a positive approach and attitude at all service levels.
Our Awesome Benefits!
- Medical, dental and vision Plans
- 401k with Employer Match
- PTO
- Employee Events
- Wellness Programs
- Swag Store with regular free credits to place orders.
- Discounts for home, travel, entertainment and relaxation!
About Us
At Argen, we’re in the business of creating healthy, confident smiles one case at a time. We are 500 team members strong. Founded more than 50 years ago as a precious metals company in South Africa, Argen has grown to become the largest dental zirconia manufacturer in North America, largest dental alloy provider worldwide, and leader in digital dentistry solutions with diverse product offerings. Our 140,000 square foot manufacturing center houses more than 150 3D printing and milling machines and operates six days a week. Argen embodies a culture of innovation, continuous improvement, and LEAN practices in support of our mission to help our dental laboratory customers succeed.
Key skills/competency
- CAD/CAM
- Technical Support
- 3Shape Software
- Exocad Software
- Hardware Support
- Customer Service
- Troubleshooting
- Remote Support
- Windows
- CRM
Skills & topics
- Equipment Technical Support
- CAD/CAM
- 3D Scanner Support
- Dental CAD/CAM
- Technical Support Specialist
- 3Shape Software
- Exocad Software
- Hardware Troubleshooting
- Remote Support
- Customer Service
- Windows
- Networking
- CRM
- Salesforce
- Roland Mills
- Sintering Ovens
How to get hired
- Tailor your resume: Highlight CAD/CAM, technical support, and 3Shape/Exocad software experience.
- Showcase problem-solving: Detail your experience troubleshooting hardware, software, and network issues.
- Emphasize communication: Provide examples of explaining complex technical topics to diverse users.
- Prepare for remote work: Discuss your experience with remote access and VPN setup.
- Research Argen Corporation: Understand their mission and digital dentistry solutions.
Technical preparation
Master CAD/CAM hardware and software.,Practice troubleshooting Windows and network issues.,Gain proficiency with 3Shape and Exocad.,Familiarize with remote access tools and VPN.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle difficult customer interactions?,Explain how you prioritize multiple support requests.,How do you stay updated on new technologies?
Frequently asked questions
- What are the primary responsibilities of an Equipment Technical Support Specialist at Argen Corporation?
- The Equipment Technical Support Specialist at Argen Corporation provides remote technical hardware and software support for advanced 3D scanners and CAD/CAM installations, including Roland mills, Sintering ovens, 3Shape, and Exocad software. This involves troubleshooting, installation, software testing, and collaboration with vendors and internal teams.
- Is this a remote position, and are there location preferences for the Equipment Technical Support Specialist role?
- Yes, this is a remote position. Argen Corporation prefers candidates located in the Mountain Time (MT) or Pacific Time (PST) zones for this Equipment Technical Support Specialist role.
- What specific software and hardware will I be supporting as an Equipment Technical Support Specialist at Argen Corporation?
- As an Equipment Technical Support Specialist, you will support leading CAD hardware solutions like Roland mills and Quatro Suction units, as well as scanners from Open Technologies and 3Shape. You'll also provide software support for 3Shape Dental System Software, Exocad Software, and other related packages.
- What are the expected service level agreements (SLAs) for customer issues in this role?
- The Equipment Technical Support Specialist is expected to maintain a 3-hour service level agreement for customer-related issues, ensuring timely and effective resolution of technical challenges.
- What experience is preferred for the Equipment Technical Support Specialist position at Argen Corporation?
- Argen Corporation prefers candidates with hands-on CAD/CAM experience, specific experience with 3Shape Software, previous technical support roles (especially in Dental CAD/CAM), and familiarity with Windows, networking, CRM systems (like Salesforce), and remote access tools.
- Does Argen Corporation offer benefits for the Equipment Technical Support Specialist role?
- Yes, Argen Corporation offers a comprehensive benefits package including medical, dental, and vision plans, 401k with employer match, PTO, employee events, wellness programs, and discounts.
- What is Argen Corporation's company culture like for this technical support role?
- Argen Corporation fosters a culture of innovation, continuous improvement, and lean practices. The technical support team is described as close-knit, working together to support each other while providing industry-leading customer service.