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
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