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SprintRay

Technical Support Specialist – Tier 2 (f/m/d)

Weiterstadt    Full Time    Customer Support   

Technical Support Specialist (f/m/d)

SprintRay is looking for Technical Support Specialist (f/m/d). This position will drive effort to make sure that our customers receive the best possible solutions to sustain their products and system. Candidate needs to understand system thinking, design of dental models and their product/material, troubleshooting steps that support dental workflow.  The Technical Support Specialist (f/m/d) is required to possess a great attitude and enjoys working with others in a growth environment. The candidate should also be able to use their technical background to identify and triage any new issues as they come up.

 

Responsibilities:

  • Take ownership of repairs, replacement, and service SprintRay systems
  • Effectively communicate with the technical lead on any new issues that come up
  • Work in a customer support environment, ready to own and triage customer issues
  • Collect all relevant information from customers, according to the company`s standard operating procedures and record them using Zendesk
  • Properly escalate tickets using our standard operating procedure
  • De-escalate situations and provide a proper path to resolution for technical issues
  • Effectively communicate with technical team lead and manager regarding aging and escalated tickets
  • Engage in daily/weekly/monthly/quarterly training and assessments, to keep up to date on new and existing products and workflows
  • Develop dental and technical knowledge by collaborating with product teams, technical lead, and technical trainer
  • Take ownership of any individual projects assigned by technical lead or CS manager
  • Participate in onboarding process, installation demonstration and training for internal and partners

 

Qualifications and Requirements:

  • Engineering degree, Mechanical, Industrial, or related
  • 2+ years of technical troubleshooting experience
  • Technical knowledge of dentistry and/or or dental workflow a plus
  • Familiarity with ticket system (Zendesk) and ERP software is a plus
  • Hands-on experience with 3D printers
  • Technical knowledge of dentistry and/or or dental workflow a plus
  • Familiarity with ticket system (Zendesk) and ERP software is a plus
  • Commitment to providing original world class product
  • Excellent communication skills.
  • Time management skills
  • Attention to detail

 

What we offer you:

  • A varied and challenging role in which you can help shape and implement your own ideas
  • Working in a dedicated team with open communication in a motivating work environment in a growing technology company
  • Our modern and open offices in Weiterstadt (near Darmstadt) are located in an attractive business park together with a gym, restaurant (from 2022), daycare center and close to the Loop 5 shopping center and other specialty markets
  • Independent work with flat hierarchies and short decision-making paths and thus a wide range of development opportunities
  • Flexible working hours
  • Adequate performance-related remuneration
  • Opportunities for further training and qualification
  • Free snacks and drinks
  • Extensive training and colleagues who are available to answer questions

 

The SprintRay team is growing rapidly. Working in an internationally positioned, successful startup, you will be involved in a variety of challenging, interesting projects with development potential.

If you are a tireless problem solver who wants to shape the future of dental 3D printing, join SprintRay!

Together we can revolutionize dentistry and support future generations of doctors, dental technicians and medical device manufacturers around the world.

We look forward to receiving your detailed application including salary expectations and start date.

 

NOTICE TO THIRD PARTY AGENCIES:
Please note that SPRINTRAY does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, SPRINTRAY will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, SPRINTRAY explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of SPRINTRAY.

 

HINWEIS FÜR DRITTANBIETER:
Bitte beachten Sie, dass SPRINTRAY keine unaufgeforderten Bewerbungen von Personalvermittlern oder Arbeitsagenturen annimmt. Liegt keine unterzeichnete Vereinbarung über eine Vermittlungsgebühr vor, wird SPRINTRAY die Zahlung einer Vergütung für die Vermittlung oder einer Vermittlungsgebühr weder in Betracht ziehen noch zustimmen. Für den Fall, dass ein Personalvermittler oder eine Agentur einen Lebenslauf oder einen Kandidaten ohne eine zuvor unterzeichnete Vereinbarung einreicht, behält sich SPRINTRAY ausdrücklich das Recht vor, diese(n) Kandidaten ohne finanzielle Verpflichtung gegenüber dem Personalvermittler oder der Agentur zu verfolgen und einzustellen. Alle unaufgeforderten Lebensläufe, einschließlich derjenigen, die den Personalverantwortlichen vorgelegt werden, gelten als Eigentum von SPRINTRAY.