Product support representative job description

At A-dec, being an industry leader means putting people first. Always. We empower employees to develop to their highest potential. A workplace focused on total well-being for the entire family. Opportunities for technical innovation, leadership development, and personal challenge. A place to grow. We extend that same concern for people to our peers, customers, and community. It's the only way we know how to run a business.

Our global headquarters, located in Newberg, Oregon, is our single largest manufacturing facility. Spread across more than 50 acres, our campus supports many teams with diverse responsibilities all working together to innovate, design, and produce creative, reliable, solutions for our customers. Our Customer Service department interacts with A-dec customers world-wide, and the Product Support Representative serves as the primary point of contact for dental operatory products and technical support, order processing, and promotional initiatives in the US and Canada.

We are looking for a highly skilled customer experience champion to join our team. The ideal candidate is a quick learner and possesses strong critical thinking. The successful candidate will be handling a variety of important tasks, performing research, resolving technical issues, and troubleshooting electric, hydraulic, and pneumatic equipment related to the dental industry. As the voice of A-dec, the Product Support Representative must have excellent communication and interpersonal skill, and enthusiasm for helping customers and creating exceptional customer experiences.
Responsibilities
Troubleshoots, analyzes, and remedies customer inquiries in an accurate and timely manner, routinely following up with customers as necessary to resolve issues and generate a positive customer/partner experience.
Supports routine technical support for products not currently produced for a specific product group.
Logs/tracks all service or product-related defects reported in the field, collects all applicable information, and effectively communicates with necessary departments and/or individuals within the company to determine root causes and eliminate future defects.
Acts as a liaison between customers and various company departments, escalates critical technical issues to engineering, manufacturing, product management and/or department leadership when necessary, and improves customer satisfaction through service provided.
Develops a robust knowledge of their focused product group (i.e., Equipment, Mechanical Room, or Clinical).
Assists customers, territory managers, and dealers with quoting, order entry, product configuration, order fulfillment, and/or policies related to their focused product group.
Supports all current and expired (but still in use) products. May include vendor/partner manufactured products. May be designated by market product category (i.e., clinical, equipment, mechanical).
Qualifications
Generally, requires 1-3 years of experience in a product, customer support or account management role.
Generally, requires experience working in a technical capacity or the ability to quickly learn technical subject matter; notably mechanical, electrical, hydraulic, and pneumatic information.
Must be able to communicate effectively, verbally and in writing, with the ability to understand and successfully convey technical information.
Intermediate analytical, technical, and problem-solving skills to troubleshoot complex issues, and must be able to take independent initiative to improve knowledge and skills.
Strong interpersonal skills, with the ability to build strong relationships, with both customers and teammates.
Intermediate organizational skills with the ability to appropriately prioritize work and effectively use systems to capture and retrieve information. Intermediate product knowledge for replacement part identification based upon issue or part description for product group. Ability to work independently, as well as in a team environment, using all available resources to accomplish work and benefit the customer. Must also have strong PC knowledge and skills.
A background check and screen for the illegal use of drugs is required.
A-dec is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. In addition, A-dec will not discriminate against applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another. *VEVRAA Federal Contractor”
A-dec is interested in qualified candidates authorized to work in the United States for US-based positions. We are unable to sponsor or take over sponsorship of employment visas.

We are looking for people who enjoy helping others to successfully answer telephone calls from customers inquiring about goods and services from clients of Five Star Call Centers, while providing high-quality service with a helpful, professional attitude. You will answer for a multitude of different client types. You are not dedicated to one type of call or interaction.

If you're compassionate individual that is passionate about helping others, we encourage you to apply with Five Star Call Centers.

This can be a work-at-home position for individuals in the state of South Dakota. There is also an onsite option if you reside in Sioux Falls, SD. Work at home opportunities are not guaranteed depends qualifications being met. If a remote opportunity is offered you will be required to pass a background check.

If you qualify for remote work we have a Bring Your Own Device or equipment can be sent you option. Details below.

Equipment Provided Option - Equipment will be shipped to you. Available to Full time only.

Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment

Bring Your Own Device (BYOD) Option - This position requires you to provide your own equipment and workspace. Available for Full or Part time.

Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)
Hardware/Software Requirements:
Processor: Intel® Core™ i5 5200 Series or greater Memory: 8GB on Windows 8.1 / 10 64 bits Screen Resolution: 1280x768 or higher, dual monitors required. USB headset Click here for an example No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop) Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system) Firewall must be enabled (Will be checked prior to allowing login to system) Click her for the BYOD policy for full detailed list of requirements
Qualifications
1 year of customer service or customer support experience required 1 year of previous call center or office background experience required Technical savvy Quick learner and able to work independently Type 35 words per minute accurately Strong phone and verbal communication skills along with active listening Depending on the account hired to work a background check applicable with state and federal laws maybe required
Responsibilities
In this role, you'll take the lead in addressing customer questions and concerns on all products and services through multiple communication channels such as phone, email and/or chat Skillfully change from one task to another without loss of efficiency or composure Be available at your desk, maintaining punctuality and attendance at all scheduled times Remain positive and professional in all customer interactions Flexibility to cross train as requested
Pay & Benefits
Starting pay - $13/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance Work hours - Shifts between 7:00am-11:00pm(CST) ; Work Days - Mon-Fri & Every Other Weekend (day off during week on wkd rotation) Paid Training - typically 2 weeks in length from 8:00am-5:00pm Mon-Fri (CST) Status - Full Time ; 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance & Part Time - 20-30 hours (min of 20 hrs, must participate in BYOD option or work onsite)
The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties and required of the job. Click here to read the full description.
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• Self-motivation and the desire to win.
• Excellent communication skills, including the ability to form strong relationships with customers.
• Experience planning, developing, and executing sales action plans.
• Knowledge and experience in heavy equipment parts and service.

Why work for Pape':

• Competitive pay based on your skills, training and experience level.
• Outstanding benefits including - 401(k) Retirement Plan with Company Match; Medical, Dental, Vision and Prescription Insurance; Flexible Spending Accounts (Flex Plans); Life Insurance; Short- and Long-Term Disability Insurance; Progressive Vacation Plans; Online and Instructor-Led Training; Tuition Reimbursement for Training Programs.
• Advancement - Pape' is a dynamic, growth-oriented organization with a focus on promoting from within.
• Stability and reputation - Pape' is a family-owned, fourth-generation company with over 150 locations, over 4,000 members and 80 plus years of experience. Pape' is known for their stability, honesty and integrity.
• Equipment - We have the largest equipment inventory in the West and an unparalleled parts inventory!
• Employee impact - Enjoy an open-door policy where your voice will be heard and your opinions will matter.
• Training - You will be provided with training and mentoring to prepare you for your role and continued learning to grow your skills.

The Pape' Group maintains a drug-free workplace and as such, requires candidates to successfully pass a pre-employment drug test.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)