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Senior Product Support Specialist (Oral Health)

Company: Alo, LLC.
Location: Redwood City
Posted on: May 22, 2023

Job Description:

Working at the intersection of hardware, software and molecular science, we are committed to delivering on the promise of 3D printing, enabling commercial customers to go beyond basic prototyping to 3D manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. The Product Support team works to ensure that customers love us and love our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Product Support Specialists will be advocates for the customer, following up and managing all matters related to customer needs, as well as ensuring successful adoption and utilization of Carbon products. Product Support Specialists will be expected to listen carefully, learn quickly, respond promptly and anticipate customer needs across a broad spectrum of industries. Product Support Specialists will also need to delight and support Carbon customers while efficiently balancing all of the customers' needs. Carbon is a dynamic work environment and Product Support Specialists will need to be flexible and adapt to a dynamic business with ever changing needs and priorities. This role will be based in Redwood City but we are open to a hybrid schedule of 2 to 3 days per week in the office. This role will work primarily with our dental/oral health customers. We are looking for an individual who is a quick learner, passionate about the dental industry and focused on helping our dental customers be successful with Digital Light Synthesis (DLS). Responsibilities:

  • Operate as the lead point of contact for any service matters specific to your accounts, including training end users and addressing technical issues.
  • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
  • Assist with high severity requests or issue escalations as needed
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions
  • Communicate clearly the progress of initiatives to internal and external stakeholders
  • Excellent listening and presentation skills, including the ability to present technical information to key stakeholders and decision makers
  • Lead customer install trainings either on-site (anticipate up to 40% travel) or remoteRequired Skills:
    • Excellent customer-facing/interpersonal skills; profoundly customer-focused
    • Excellent problem-solving skills
    • Experience in the dental industry
    • Experience in delivering customer-focused solutions based on customer needs
    • Proven ability to manage multiple projects at a time while paying strict attention to detail
    • Excellent verbal and written communications skills, including working with customers
    • in-person, over the phone, and through email
    • Experience with ticketing systems such as Salesforce and Jira
    • Strong computer and software skills
    • Tech savvy individual with ability to quickly and effectively learn new technology as well as complex hardware, software, and materials concepts
    • -Works well in a team to help customers be successful
    • 3-5 years of experience in a technical service or customer success role
    • Ability to be flexible with a dynamic, growing company
    • BA/BS degree or equivalentPreferred Skills:
      • Experience in digital dentistry workflow
      • Technical background or experience in engineering or chemistry
      • Experience with DLP, SLA or FDM 3D printing technologies
      • Experience working in a small company
      • Experience in new product releases and stay on the forefront of emerging industry practices
      • Language skills (in addition to English) preferred - Spanish or German $84,000 - $126,000 a year At Carbon, we look at the person holistically and carefully consider a wide range of factors when determining compensation. The pay range for this position is $84,000 - $126,000. Your actual salary will be based on your experience, work location, certifications and the unique skills you bring to the role. This is an hourly (non-exempt) paid role. If you are not based in our Redwood City office, the range above will be adjusted for the geographical differential associated with your actual work location. Carbon also offers to our eligible employees a comprehensive total rewards package that includes equity, benefits, and time off programs. - You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. Carbon is an equal opportunity employer. By clicking the "APPLY FOR THIS JOB" button and submitting your job application, you agree you have reviewed the complete Privacy Notice for Employees, Independent Contractors and Job Applicants , which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information. Craig Carlson and Philip DeSimone
        Top 5% of Similar Sized Companies on Comparably Flex time off / unlimited PTO allows me to spend less time focusing on what hours I'm working and more on making sure I am producing quality outputs in a way that works for me. Employees are encouraged to be engaged and form alliances - we have a People of Color, Womxn's & Pride ERG. There is a lot of emphasis placed on making sure our culture truly lives up to the brand promise. Also our company-wide communication forums, such as #CarbonTalks and Carbon Connect, help employees feel included and informed. Carbon's Employee Net Promoter Score (eNPS) is 41, as rated by 367 employees. This means 54% of Carbon employees would encourage their friends to become coworkers today.5 Cool Reasons to Work at Carbon Mission-driven company: solving some of the toughest challenges to improve human outcomes Tech company with experienced leaders Work at the intersection of software, hardware, material science Culture: inclusive, diverse, and passionate creators

Keywords: Alo, LLC., Redwood City , Senior Product Support Specialist (Oral Health), Healthcare , Redwood City, California

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