Digital Solutions Support Specialist in Tempe, Arizona at S.I.N. 360

About SIN 360
S.I.N. 360 is a leading provider of dental implant and full-mouth rehabilitation solutions. Our Digital Solutions team helps dental professionals integrate advanced manufacturing and workflow technology into their practices, backed by a national installed base of milling, sintering, printing, and photogrammetry equipment.

Description
The Digital Solutions Support Specialist is the customer's continuous point of accountability for digital-dentistry support. The specialist owns each assigned case from intake through validated resolution or a complete, formally accepted handoff. Using phone, email, video, system data, and approved diagnostic procedures, this role restores productive use while keeping the customer informed and the record complete.

Key Responsibilities
• Own assigned support tickets from intake through validated resolution or formal handoff; keep the owner, status, next action, and follow-up date current.
• Monitor the active-ticket queue, promptly claim new cases, and standardize ticket titles, categories, equipment details, and customer information.
• Make initial customer contact within two business hours during the current support schedule and establish a clear communication cadence.
• Capture the account, equipment and serial number, business impact, symptoms, recent changes, attempted actions, and desired outcome before diagnosis.
• Perform Tier 1 and appropriate Tier 2 remote troubleshooting by phone, email, and video using structured questions, logs, images, files, and approved safe tests.
• Confirm restored operation or an agreed resolution before closure; record the work performed, evidence, customer confirmation, and any follow-up commitment.
• Determine when remote troubleshooting is exhausted and coordinate a complete escalation to Field Service, Applications, a manufacturer, or another approved resource.
• Coordinate approved parts, returns, manufacturer cases, shipment tracking, field scheduling, and related Sales Order or billing dependencies while maintaining customer continuity.
• Review aging cases and follow-ups daily; identify recurring failures, knowledge gaps, and opportunities for troubleshooting guides, macros, decision trees, and training.
• Support Applications with scanner and equipment testing or evaluation when requested, as a contributor to that work rather than the owning function for product validation or R&D.
Role Scope and Boundaries
• This is primarily an office-based support role with limited, approved business travel; it is not the primary nationwide field-repair or installation position.
• The role does not own advanced CAD/CAM design, laboratory production, R&D, or complex workflow development; those responsibilities belong to Applications, Lab & Innovation.
• The role does not own physical installation, onsite calibration, or component repair; those responsibilities belong to Field Service.
• The specialist must not provide unsafe instructions, make unsupported warranty or pricing commitments, close a case prematurely, or transfer a case without a complete handoff.

Minimum Requirements:
• High school diploma or GED, and strong written and spoken English.
• Clear, calm communication by phone, video, email, and in writing, including with frustrated customers.
• Structured diagnostic thinking: the ability to ask precise questions, follow evidence, test thoroughly and safely, and recognize when escalation is required.
• Strong case documentation, follow-up discipline, prioritization, and time management in a ticketing or service environment.
• Ability to learn and support multiple connected hardware and software platforms without losing ownership of the customer outcome.
• Sound judgment, integrity, and an ownership mindset.
• Comfort working primarily onsite in the Tempe location in 8-hour shifts: 0600-1400 and 0900-1700

Preferred:
• Technical support, help desk, medical or dental device, laboratory equipment, manufacturing, CNC, robotics, or additive-manufacturing experience.
• Experience with CRM or ticketing systems (e.g., Zoho, Salesforce, HubSpot), returns and parts workflows, manufacturer case management, and remote video support.
• Customer de-escalation, knowledge-base authoring, troubleshooting documentation, or cross-functional case coordination.
• Dental milling experience: furnaces, 3D printing, photogrammetry, CAD/CAM, nesting, zirconia, or related digital-dentistry workflows.
What Success Looks Like
• Customers receive timely contact, clear updates, and one accountable case owner.
• Cases contain complete diagnostic evidence, decisions, commitments, and next actions.
• Remote issues are resolved safely; escalations arrive with sufficient context to prevent repeated discovery and avoidable delay.
• Aging, stalled, and repeat cases are actively managed and converted into improvements to the support system.

S.I.N. 360 has a wonderful culture where people value their work and appreciate each other for their contributions. We develop our employees so they can grow professionally by preferring to be promoted from within. We have an open-door policy with direct access to executives; we want to hear your ideas and thoughts. Our company believes that to be productive long-term, we must have a genuine work-life balance. We understand that employees have families and entire lives outside of the office.

S.I.N. 360 is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, age, national origin, disability, or any other characteristic protected by applicable law.

S.I.N. 360 runs a comprehensive background check, credit check, and drug test as part of our offer process.

S.I.N. 360 offers:
• Insurance coverage (medical, dental, vision, life, and disability)
• Flexible paid time off
• Paid holidays
• 401(k) plan with company match