• Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening to fully understand issues before proposing solutions • Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity within established SLA timelines • Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through comprehensive research and knowledge base utilization • Develop and maintain working knowledge of supported products, their core features, and system interconnections • Troubleshoot customer issues across supported operating systems and browsers following established procedures • Navigate support tools and customer accounts to verify configurations and identify root causes • Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system • Adhere to case management guidelines and workflows to ensure proper ticket handling and routing • Escalate complex technical problems to senior support staff with clear, comprehensive documentation • Meet or exceed established metric goals including response time, resolution time, customer satisfaction, and quality assurance standards • Analyze customer needs and route requests to appropriate departments when specialized assistance is required • Contribute to department projects and continuous improvement initiatives

Role Description The Senior Medical Equipment Technician serves as a senior technical expert responsible for providing advanced-level installation, troubleshooting, maintenance, and repair of medical and dental equipment both remotely and on-site. This role requires expert technical knowledge, exceptional customer service skills, and the ability to lead and mentor junior tech staff. Senior Medical Equipment Technician acts as a technical escalation point, ensures service excellence, and supervises Medical Equipment Technician I and II team members while contributing to continuous improvement initiatives and internal training. Job Description - Provide expert-level technical support for complex and high-risk medical and dental equipment issues, both remotely and on-site - Serve as the primary escalation point for unresolved or advanced technical cases from Technician I and II staff - Install, configure, inspect, test, and validate advanced medical and dental equipment at customer sites - Diagnose complex system failures and recommend corrective actions and long-term solutions - Lead on-site service activities for critical installations, upgrades, retrofits, and major repairs - Supervise, mentor, and provide technical guidance to Medical Equipment Technician I & II team members - Support onboarding and training of new engineers, including field shadowing and skills development - Review service documentation for accuracy, completeness, and compliance with company standards - Communicate clearly and professionally with customers, vendors, and internal stakeholders to resolve issues and manage expectations - Monitor and analyze service metrics such as resolution time, repeat service calls, and customer satisfaction - Collaborate with engineering, quality, and product teams to provide feedback on equipment performance and design improvements - Support internal process improvement initiatives and contribute to best-practice development - Travel regularly to client sites (average 2-7 days per assignment) and provide leadership during multi-day or complex service engagements - Ensure safe handling, transport, setup, and operation of equipment (up to 50 lbs) - Perform other duties as assigned by management Supervisory Responsibilities - Directly supervises Medical Equipment Technician I and II positions - Provides performance feedback, coaching, and technical development support - Assists management with workload planning, scheduling, and skills assessments Qualifications - Associate degree required; Bachelor’s degree in Biomedical Engineering, Electronics, or a related technical field preferred - 4+ years of hands-on experience servicing dental CBCT X-Ray equipment, with demonstrated advanced troubleshooting expertise - Prior experience mentoring, leading, or supervising technical staff - Strong mechanical, electrical, and diagnostic skills across a broad range of clinical equipment - Proven ability to communicate complex technical information clearly to customers and internal teams - Excellent customer service, interpersonal, and conflict-resolution skills - Proficiency in Microsoft Office (Word, Excel, Outlook) and service documentation systems - Valid driver’s license and ability to travel regularly - Ability to work independently, prioritize tasks, and manage multiple complex service cases - Must be able to kneel, bend, stand for extended periods, work in tight spaces, and lift up to 50 pounds Benefits - Medical insurance - Dental and Vision, 100% Company sponsored - Basic Life Insurance and AD&D, 100% Company sponsored - Short Term and Long Term Disability Insurance, 100% Company sponsored - 401(k) plan with a company match up to 3% - PTO (15 days for first year - 6 days paid vacation, 9 sick days); (20 days for second year) - 10 Paid Holidays per year

• Manage a portfolio of Top Accounts, ensuring adoption, engagement and continuous value realization; • Conduct business diagnostics and uncover customer pain points, defining and executing success plans aligned with each account's strategic objectives; • Master the Omie ecosystem and identify opportunities to expand the use of our solutions; • Serve as the primary customer contact, building relationships across multiple stakeholder levels; • Lead executive meetings, maintain close contact and regular interactions to deliver a personalized, high-quality experience; • Act as the portfolio guardian by anticipating risks, mitigating potential churns and identifying upsell and expansion opportunities; • Monitor health, engagement and usability metrics, turning data into action plans and strategies for customer success; • Work closely with Product, Sales and other internal teams to continuously improve the customer experience.

Job Scope: As the Sr Client Service Rep, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a fast-paced environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior. Key Responsibilities: - Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible - Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data - Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy - Manage high volume of tasks in a timely and efficient manner - Identify client needs, research issue and provide solutions and/or alternatives - Build sustainable relationships and engage clients by providing best-in-class service - Meet and/or exceed established key performance criteria - Provide excellent client service and advocacy - Work across the organization as needed to resolve client requests - Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions - Dispatch available vehicles to clients across all regions on an inbound basis - Effectively communicate to the client how to use any of our client facing tools - Perform other duties as deemed necessary by management Qualifications - High School Diploma or GED required; College degree preferred (or equivalent experience) - Minimum of 4 years of customer service experience or the equivalent - Auction and/or logistics/transportation knowledge a strong plus - Excellent oral and written communications skills, particularly in a phone or email context - Attention to detail and follow-through - Demonstrated ability to adapt in a changing environment, - Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment - Demonstrated experience being a customer-focused, service-oriented professional USD 22.02 - 33.08 per hour Compensation: Hourly pay rate is in the range of $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets