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BencoNet Support Supervisor

Location: Pittston, PA
Business Unit: Benco Practice Solutions

Pittston, PA - Remote

BencoNet Support Supervisor Position at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

  • Excellent Compensation Packages
  • Medical, Dental and Vision Benefits Effective on Day 1
  • 401k Package, Paid Time Off Program, and Profit Sharing
  • [Flexible/At Home Working Options Depending on Position]
  • Associate Discounts and Community Giveback Programs
  • College Tuition Savings Program
  • Caring Family Culture Toward all Associates
  • Certified as a FORTUNE Great Place to Work
  • Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
  • Family owned for 90+ years

Position Summary:

The BencoNET Technical Support Supervisor is responsible for the direct oversight of the BencoNet Support Specialists and the tactical decision making required to effectively and expediently prioritize and resolve associate and customer issues while adhering to published resolution time targets.  The Supervisor ensures proper dental technology operations so that offices can accomplish their business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests.  The Supervisor will lead the BencoNET team through the transition to a full managed support solution. The Supervisor will also assist coordinating the BencoNET support team's workload across all agents to ensure SLAs are met and excellent customer service is delivered. The Supervisor should understand Practice Management and Imaging Software, and Digital Dentistry Equipment, be able to integrate all into SMB networks, and show willingness to learn and apply new technologies. Problem resolution may involve the use of diagnostics and help request tracking tools.

Do YOU Possess These Skills and Attributes?

  • Ability to communicate effectively, both verbal and written
  • Excellent customer service and phone skills
  • Ability to work effectively in cross function teams
  • Experience with handling multiple phone calls and emails daily
  • Technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services including, but not limited to
    • Hardware for desktops, laptops, and tablets
    • Hardware for small business servers
    • Microsoft’s currently supported Windows desktop and server operating systems
    • Small business switches, routers, firewalls, and access points

Do These Responsibilities Interest YOU?

  • Grow and develop the BencoNET team members to assist them with their future goals.  
  • Make tactical decisions around incident response and project management that put the right person in the right place at the right time
  • Measure what matters; publish standards, targets, and KPIs, ensure they are met, and develop and implement strategies to ensure they are continually improving
  • Supervise the efforts of an national team of technicians to ensure productivity metrics are met and exceeded, to be primarily accomplished through regular feedback loops with your direct reports
  • Design & develop of best practice system configurations to integrate & network all digital dental equipment
  • Review, create & maintain thorough knowledge base articles from incident documentation of advanced issues & maintenance learned from vendor interaction
  • Installation/Support of Microsoft PC and Server systems, Microsoft desktop business applications, Practice Management and Imaging Software, network based anti-virus protection, data back-up, and security implementation
  • Escalate any critical matter to management to ensure clear lines of communication and expectation building across all urgent or sensitive customer issues.
  • Participate in ongoing training to obtain required certification with key vendors
  • Remains well versed on various dental technology equipment and services
  • Manage vendor relationships as it relates to our MSP program and customers' needs
  • Find and evaluate new technologies for the BencoNET service catalog
  • Participates in special projects and performs other duties as required

Do YOU Meet These Requirements?

  • Associates Degree in Computer Information Systems, Technical School Certification or equivalent combination of education/experience
  • A+, Network+, and/or MCP certifications preferred
  • ITIL Foundations Certification preferred
  • One key vendor certification preferred
  • 5+ years working in a tech support role
  • 1+ years managing a team
  • 3+ years working with dental or other medical equipment preferred
  • 2 years administering SMB networks
  • Advanced Experience troubleshooting Microsoft's currently supported desktop and server operating systems
  • Advanced Experience troubleshooting desktop and server systems hardware
  • Experience using currently supported automation (scripting) technologies
  • Experience using a service desk resources to search and implement solutions when troubleshooting.

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!





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