Ivoclar Vivadent Inc.

Service Desk Associate

Job Location US-NY-Amherst
Posted Date 4 weeks ago(1/25/2018 11:58 AM)
Equipment Repair/Returns
Regular Full-Time


We offer an excellent opportunity for an individual with customer service experience. This position will communicate effectively all concerns involving Equipment Repairs and will accurately identify and document customers’ equipment, follow the items throughout the processes until all related documentation and work is completed.  This position is located within our Equipment Services Department at our North American Headquarters in Amherst, New York. Qualified candidates should attach MS Word formatted resumes when applying.


Ivoclar Vivadent, Inc. is committed to Equal Employment Opportunity and Affirmative Action and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, sexual orientation, gender identity or any other protected characteristic.  Ivoclar Vivadent, Inc. will not discriminate against persons because of their disability and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities.  We will also make reasonable accommodations during the interview and selection process.


  • Determine customer challenges and resolve issues to attain 100% customer satisfaction.
  • Review account information and update customer information regularly.
  • Research, prepare and process North American equipment repairs, loaner requirements, consignment orders, corresponding order entry
  • Assist customers with questions or transfer calls to proper department or personnel.
  • Accurately relay information to and from the various Dealers, manufacturers and customers
  • Provide support to managers by responding to specific Service Desk procedures and policies.
  • Assist others with training and instructions in system updates and policy changes.
  • Process all returning loaner equipment
  • Log daily repairs in multiple software programs.
  • Provide backup to other Service Desk positions and other areas within the department.
  • Perform other duties or assist in special projects as assigned by the Supervisor or Manager.


  • Strong communication skills in speaking with both internal and external customers,
  • Strong organizational skill, problem solving and multi-tasking ability required
  • Attention to detail and accuracy a must.
  • Strong computer skills required
  • Minimum High School diploma required.
  • Samples of current software: Microsoft Office, SAP, CRM-CCH
  • Product knowledge a plus.
  • Ability to sit or stand for up to 8 hours per day, view computer monitor and move about effectively to fulfill the essential functions of the job.
  • Ability to lift 75 lbs.


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