Job Description

Digital Technical Specialist (MSCT)
Louisville, KY, United States of America

Overview

Founded in 1919, Whip Mix manufactures Hanau™, Denar® and Whip Mix articulators, dental gypsums, investments, waxes, furnaces, mixing equipment and model trimmers for use in dental laboratories and dental offices and equipment. Whip Mix, headquartered in Louisville, Ky, is ISO9001-2008 certified and sells its products through distributors in over 80 countries and also maintains an office and distribution center in Dortmund, Germany.   Please review our website at www.whipmix.com and our Facebook page! We are an EEO employer.

Job Skills / Requirements

Great position for a family work atmosphere.

Remote work available!

Benefits start on your 31st day of employment!

Job Purpose   

Under moderate supervision, this position works with Technical Support, R&D, production and vendors to distribute software upgrades and to resolve technical, repair and other issues for customers.  Assist Sales with customer follow up on product inquiries. Responsible for customer communication to support and maintain equipment and software. Maintains an orderly and systematic workflow. 

Embraces company policies and procedures to institute changes as a part of a project, such as ISO 13485:2016 quality procedures, continuous improvement procedures, and new product development procedures. Acts as a change agent to bring best-in-class ideas and processes to Whip Mix’s operations as the company transitions from a high mix, medium volume original equipment manufacturer (OEM) to a product mix of OEM and distribution.

Understands and supports the vision of the company. This person should develop a sense of dependability and responsibility among their team members, operate with enthusiasm and lead by example. They will make certain their own assigned tasks are completed satisfactorily and to standards that are set for the team. Lean tools, methods and philosophy will be learned, utilized and embraced. Communication will be given and received freely, frequently, consistently, accurately and professionally. The priorities of safety first, quality second and production third will be accepted and required. You will act, behave, perform and “BE” what you want your team members to be.

Initiates, cooperates or participates fully as appropriate in using the team approach in solving problems and suggesting improvements that enables Whip Mix to live up to its mission and values.     

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

     

Job Functions and Responsibilities  

Provides technical support and resolves customer issues for all products via telephone, written correspondence, online or in person. Ensuring customer support is timely and systems are functioning within established company metrics.  - 40%

Maintains software upgrades, dongle renewals and compliance requirements for CAD/CAM software within company and for customers.   - 25%

Backup support for daily communication and work flow of case production in printing center including receiving cases, scanning, CAD design, internet support, sending STL file. - 15%

Conducts equipment and software training via telephone as needed at WMC. Utilizes and maintains a standardized method of customer training protocol and evaluations for all products sold.  - 10%

Utilizes ERP system to obtain customer information and product details. Assists customer with system upgrades, equipment repairs and provides quality evaluations on customer equipment as established in the current standardized processes.  Processes customer returns using current RA process.  -10%

Performs other functions or duties as assigned.     

Job Requirements

Knowledge, Skills, Abilities, & Worker Characteristics

  1. Strong professional and courteous telephone communication skills.
  2. Mechanical aptitude and strong shop math skills.
  3. Ability to effectively communicate with customers on product usage and quality as a technical support person and to communicate company needs and quality standards to vendors and suppliers.
  4. Ability to learn and understand essentials of dental materials and dental technology/terminology.
  5. Ability to operate personal computers and software packages relating to digital scanning, milling process and database applications.
  6. Ability to apply basic upgrades to PC’s and other related equipment.
  7. Excellent verbal, written and electronic communication skills for performing customer support and training.
  8. Knowledge of Microsoft software products, including Word, Access and Excel.
  9. Ability to think logically in solving complex problems, present results with clarity and precision in writing and/or graphic form.
  10. Expert ability to understand and meet learner needs based on delivery preference, subject matter, and business goals and outcomes.
  11. Expert ability to evaluate variances in learning styles within an audience
  12. Excellent leadership skills to oversee and coordinate tasks
  13. Excellent organizational and time-management skills to multitask and prioritize tasks.
  14. Excellent problem-solving skills to elicit factual information, discuss pros and cons, and then formulate the best solution that can be implemented.
  15. Excellent interpersonal skills.

Summary Education & Experience Required

  1. Associate degree in Computer Science or equivalent education and experience required.
  2. Prior dental CAD/CAM experience required.

Working Conditions 

Typical office or classroom type environment with some laboratory work involved.

Possibility of up to 20% travel.  This position can work remotely.

 

Education Requirements (Any)

Associate Degree or 2 Year Tech Degree

Additional Information / Benefits

Whip Mix Corporation offers a competitive total rewards package that includes competitive compensation and a generous employee recognition and service awards program, in addition to the following benefit plans:

  *  Medical

  *  Dental

  *  Vision

  *  401K Retirement Plan

  *  Paid Vacation & Personal Time

  *  Paid Holidays

  *  Company Paid Life and Disability

  *  Health Savings Account with Employer Contribution

  *   Flexible Spending Account

  *   Voluntary Life, Accident, Hospitalization & Critical Illness Insurance

  *  Employee Assistance Program

 

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Holidays, Short Term Disability, Long Term Disability, 401K/403b Plan


This job reports to the Margaret Overmeer

This is a Full-Time position 1st Shift.

Number of Openings for this position: 1