Equipment Service Support Representative

Equipment Concern Representative

Ultradent Products Inc., a 47-year global leader in dental manufacturing, is looking for a strong team member to join our Equipment Customer Service Support team (think curing lights and dental lasers). This role is a great fit for someone who enjoys solving problems, helping customers, and working collaboratively to find the right solution.

As an Equipment Concern Representative, you'll serve as an important connection between our customers and internal teams. You'll receive, document, investigate, and help resolve customer questions and concerns related to Ultradent equipment, product instructions and procedures, manufacturing, and shipping.

Success in this role is about more than resolving an issue. You'll listen carefully to understand each customer's concern, gather accurate information, identify potential solutions, and work toward an outcome that supports both the customer and Ultradent. You'll also ensure equipment-related complaints and concerns are accurately documented and communicated to Quality Assurance, helping us identify trends and continuously improve our products and modernize our processes.

We're looking for someone who brings empathy, professionalism, sound judgment, and a genuine desire to help. You'll represent Ultradent through every customer interaction by communicating with tact, friendliness, and care while maintaining the high standards of service our customers expect. This is an onsite role working a day shift. Specific work hours to be discussed in the interview process.

What you'll do

• Answer inbound and outbound calls (no cold calling), emails, and tickets related to equipment repairs, technical questions, and customer inquiries

• Guide customers on service expectations and next steps

• Manage repairs and returns, working with vendors as needed

• Partner with cross-functional teams to solve problems and support customers

• Accurately document and track work across multiple systems

• Identify opportunities to improve processes and how we operate

What we're looking for

• Strong attendance and dependability (in-person role)

• Positive attitude and ability to work well with others

• Comfortable with change and shifting priorities

• Strong attention to detail

• Ability to type quickly and accurately

• Comfortable working across multiple systems at the same time

• Ability to manage multiple priorities in a fast-paced environment

• Clear, professional communication

• Self-motivated and able to take ownership of work

• Solid problem-solving and critical thinking skills)

If you prefer highly structured, predictable work, this role may not be the right fit. Will be subject to a background check and drug test after offer is made.

Ultradent is an Equal Opportunity Employer. We are a global culture where differences and perspectives are sought after, welcomed, and embraced. We consider all qualified applicants fairly, based on their experience, skills, and potential to contribute to our team. Our core values - Integrity, care, quality, innovation, and hard work- guide us daily. These values, when balanced, shape our workplace culture and ensure that we remain focused on our vision while maintaining a professional and inclusive environment.

VEVRAA Federal Contractor: For more information please contact us at Recruiting@ultradent.com

PWDNET