Job description

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We also offer

Competitive Pay and Bonuses.

PTO, Sick Time and Paid Holidays.

Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!

401K – with exceptional company match starting DAY ONE!!!!

Community involvement opportunities & employee appreciation events.

Newly renovated, state of the art, climate-controlled facility.

Newly built 1200 sq fitness room.

Gourmet coffee, beverages, snacks, and lunches are available in our café.

Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!

Where are we?

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software.  The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field.  A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.  

The main responsibility of this position is to support and execute database services for DEXIS software. Database services include converting older imaging databases and third-party data to newer DEXIS imaging software, database merges, and performing PMS ID renumberings in the current imaging database. This role also manages customer escalations, carries out technical projects, and mentors other Tech Support team members on supporting imaging databases.

Essential Duties and Responsibilities:
o Troubleshoot basic and advanced software and hardware issues with internal and external
customers through phone, email, chat, and remote control or assistance software.
o Respond to technical and how-to questions regarding software installations, conversion, data
migrations and backups.
o Document customer interaction notes and complaints in appropriate systems.
o Own the customer issue to resolution, escalating when appropriate.
o Deliver prompt responses and uphold a high level of professionalism at all times.
o Provide detailed escalation reports to management, including specific incidents, actions taken,
and recommended solutions.
o Support other team members by assisting them with troubleshooting, customer inquiries, and
technical escalations to ensure efficient resolution of issues and maintain high customer
satisfaction.
o Manage escalations that have been assigned to you, including prioritizing, addressing, and
resolving each case efficiently to ensure timely resolution.
o Build and maintain a knowledge base.
o Assist with technical projects, such as conversions and renumberings.
o Assist with other duties or projects as assigned.
o Timely and successful completion of all corporate compliance courses.

Job requirements

The Database Support Specialist must have excellent verbal and written communication skills, be a self-starter, self-sufficient, independent thinker, and enthusiastic. The candidate must have strong interpersonal phone and email skills and be customer-focused while resolving and troubleshooting customer issues. They must be able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. This role mentors other Tech Support team members, handles customer escalations, and executes technical projects.

Minimum requirements
o High school diploma or equivalent
o 1 – 2 years of experience in troubleshooting computer software/hardware, help desk, or phone
support in a technical-related field
o Advanced troubleshooting and administration knowledge of Windows operating systems, file
structure, permissions, hardware peripherals, databases (SQL, Flat-file, PostgresSQL), and
networks.
o Excellent verbal and written communication skills necessary to troubleshoot equipment by
phone with service technicians, as well as solve application problems with the end users
o Experience with Microsoft Office
o Must be available to work standard departmental support hours
o Must be available to work holidays and overtime, as dictated by business needs

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Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

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