Job Description
Job Description
iM3 is looking for a Support Technician to be the friendly, knowledgeable voice veterinary practices count on when their dental equipment needs attention. You'll diagnose issues, repair equipment, install x-ray software, and guide customers through procedures over the phone — helping clinics keep their dentistry running with confidence.
COMPENSATION & BENEFITS
- Starting pay for this position is $23–$25 per hour, within the broader $21–$34 per hour range for this role.
- Full-Time, 40-hour work week.
- Full benefits package, including medical, vision, and dental coverage after 30 days.
- 401(k) with up to 3% match after 12 months of employment.
- 9 paid holidays plus 1 floating holiday.
- 1 week of paid vacation at the 1-year mark.
ABOUT THE ROLE
As our Support Technician, you'll provide courteous, expert phone assistance that keeps existing customers happy and helps win new ones. You'll specialize in veterinary dental equipment — diagnosing issues, evaluating and repairing equipment, and installing software for x-ray systems. You'll also support users through procedures, provide remote troubleshooting, and recommend upgrades or products that improve their experience.
WHAT YOU'LL DO
- Provide product support and top-notch customer service, upholding company standards for communication, service quality, and thorough ticket documentation.
- Answer support calls and emails for all equipment and software.
- Monitor parts inventory to ensure adequate stock.
- Prepare parts orders for shipping.
- Install new equipment software remotely.
- Perform maintenance and repairs on customer equipment.
- Maintain good housekeeping in all workspaces and assist with office organization projects as needed.
- Take on additional tasks assigned by Support Managers.
WHAT WE'RE LOOKING FOR Required
- High school graduate or equivalent.
- 2+ years of customer service experience.
- Clear written and verbal communication skills.
- Self-motivated, requiring minimal supervision.
- Good attendance and punctuality.
- Strong mechanical aptitude.
- Adaptability, initiative, flexibility, and critical thinking skills.
- Attention to detail and consistent focus — we build quality equipment, and it shows in the work.
Preferred
- Production experience, ideally in the precision equipment industry.
- Familiarity with Microsoft Office (Word/Excel/Outlook) and Microsoft 365.
- Machinist experience helpful.
- Small equipment or electrical repair experience.
- Phone support or call center experience.
COMPETENCIES
- Teamwork — balances team and individual responsibilities, stays open to others' views, gives and welcomes feedback, and supports the team's success.
- Professionalism — tactful with others, composed under pressure, respectful regardless of status, and accountable for your own actions.
- Quality — accurate and thorough, always looking for ways to improve, and responsive to feedback.
- Quantity — meets productivity standards and completes work in a timely, efficient manner.
- Safety and Security — follows safety procedures, reports unsafe conditions, and uses equipment properly.
- Adaptability — adjusts to change, manages competing demands, and handles the unexpected.
- Attendance/Punctuality — consistent, on time, and reliable for meetings and coverage.
PHYSICAL DEMANDS & WORK ENVIRONMENT
- Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl.
- Continually required to sit.
- Continually required to use hand and finger dexterity.
- Continually required to talk or hear.
- Continually uses visual acuity to operate equipment, read technical information, and/or use a keyboard.
- Occasionally required to lift, push, or carry items up to 50 pounds.