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Job Details

Technical Support Representative Software Systems

Company name
AB Sciex Pte. Ltd

, CA

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Currently in pursuit of a career in Technical Support? Then apply at Nobel Biocare - a world leader in the field of dental implants. We are currently seeking dental technicians specializing in CAD/CAM software systems to join our progressive technical team. If you are interested in joining our World Class North American Technical Support Team please apply for the opportunity TODAY!As a Technical Support Representative (Software Systems), you will be responsible for providing technical support on NobelBiocare software systems (NobelProcera, NobelClinician, 3Shape) & corresponding techniques/processes to external & internal customers. Provide technical consultation on software systems (CAD/CAM) inquires via phone, email, fax, written communication, and in person during regular business hours as determined by supervisor/Manager and/or NobelBiocare. Responsibilities include: Respond to external and internal customer requests adhering to Nobel Biocare s product instructions for use, manuals, employee handbook, and any other written instruction NobelBiocare has sanctioned for public dissemination. Customer request include (but not limited to) NobelBiocare Implant systems and applications, NobelProcera and NobelClinician software applications, materials produced via those systems, 3Shape generated materials for CAD/CAM processing/orders, computer operating (OS) systems, Windows 7 and MAC OS.

Analyze and resolve technical issues on NobelBiocare's proprietary CAD/CAM produced materials. Consolidate and solve issues escalated from customers and other team members.

Receive and process a minimum of 25 (twenty-five) calls per day (Inbound/Outbound).

The creation of Salesforce. com (CSRM system), cases as necessary to support and escalate reported issues.

Manage external & internal customer requirements in a professional & timely manner.

Record customer complaints, suggestions, and comments in the appropriate NobelBiocare computer database Salesforce. com (CSRM system)

Become acquainted & knowledgeable on current NobelBiocare customer database systems (SAP) to look-up customer information to assist in working with customers and internal departments.

Maintain log of customer calls/questions and appropriate NBC responses for marketing use and/or any FAQ database. Representative needs the ability to analyze data and report trends to management.

Continuous pursuit in education and advancing personal knowledge of all NobelBiocare products, instructions for use, and essential operating procedures.

Provide assistance during in-house educational training programs as needed. Attend NobelBiocare sponsored in-house programs, when appropriate and applicable to enhance product knowledge.

Conference and/or consult with other TSRs, clinical advisors, and other department personnel on unfamiliar issues or to confirm specific advice on product use.

Attend classes on current and/or appropriate computer software programs that NobelBiocare utilizes in its operations. Attend interdepartmental meetings deemed appropriate by the technical support supervisor/Manager.

Carry out any other assignments and projects as determined by supervisor.


Yorba Linda, California, United States of America





Employment Agency






Posted Date

5/16/2018 1:33:18 PM


Company info

AB Sciex Pte. Ltd
Website :

Company Profile
SCIEX is dedicated to placing the power of life-changing answers into the hands of those who care, everywhere. SCIEX provides integrated, reliable analytical tools to advance scientific understanding and safeguard health. The company’s technology leadership spans across 40 years of innovations in state-of-the-art instrumentation, workflow solutions and support for mass spectrometry and separations science. Our broad portfolio of scientific analytical tools include innovative instrument systems, intuitive software, pre-packaged methods and chemistry reagents -- all of which are part of workflows that reduce complexity and accelerate results. These tools apply mass spectrometry technologies to enable scientists to conduct quantitative and qualitative analysis across a wide range of applications. We have a long history of developing first-of-its-kind products, demonstrating our ability to continue innovating for the scientific community: Supporting these tools are our services, which are among the most comprehensive for the markets we serve.

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