ocation: Texas or Florida (Remote/Home-Based)
Travel: Up to 50% within assigned territory and surrounding regions
Position Summary
Ray America is seeking a motivated and customer-focused Field Service Technician to support the installation, maintenance, troubleshooting, and repair of advanced dental imaging equipment. This role combines hands-on technical work with direct customer interaction to ensure exceptional equipment performance and customer satisfaction.
As part of our growing Customer Service organization, this position plays a key role in expanding our technical support presence throughout the southern United States. Depending on qualifications and experience, candidates may be hired at the Technician I, Technician II, Technician III, Senior Technician, or Master (Principal) Technician level.
We offer a structured technical career path that allows employees to advance based on demonstrated technical expertise, customer impact, problem-solving ability, operational excellence, and mentorship contributions rather than tenure alone.
Key Responsibilities
- Serve as the primary technical resource for customers requiring installation, maintenance, troubleshooting, and repair of dental and medical imaging equipment.
- Install, configure, test, calibrate, and commission equipment at customer locations.
- Diagnose and resolve technical issues remotely via phone, email, and virtual support tools, as well as through on-site service visits.
- Perform preventive maintenance, repairs, equipment upgrades, and system inspections.
- Accurately document service activities, diagnostic findings, corrective actions, parts usage, and customer communications.
- Escalate complex technical issues through established channels with complete and accurate documentation.
- Provide operator training and guidance to customers regarding equipment operation, maintenance, and best practices.
- Utilize diagnostic tools, software, and testing equipment to evaluate and verify equipment performance.
- Maintain service performance standards related to response time, ticket closure, quality metrics, and customer satisfaction.
- Collaborate with Customer Service, Sales, Product Management, and Technical Support teams to resolve customer issues efficiently.
- Participate in product certification programs, technical training, and continuous improvement initiatives.
- Contribute to technical documentation, knowledge-sharing activities, and service process improvements.
- Support the onboarding and development of less experienced technicians as skills and experience progress.
- Maintain a professional company image and deliver exceptional customer service during all customer interactions.
- Travel regularly throughout assigned territories and surrounding regions as required.
- Perform other duties and projects as assigned.
Required Qualifications
- High School Diploma or GED required; Associate degree in Electronics, Biomedical Equipment Technology, Engineering Technology, or related technical field preferred.
- Must reside in Texas or Florida.
- Valid driver's license with a satisfactory driving record.
- Ability to travel up to 50% throughout assigned territories.
- Strong mechanical aptitude and hands-on troubleshooting skills.
- Ability to learn complex technical concepts, equipment operation, and repair procedures through company-provided training.
- Strong analytical and problem-solving capabilities.
- Excellent communication and customer service skills.
- Ability to work independently while effectively managing multiple priorities.
- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to read and interpret service manuals, electrical schematics, and technical documentation.
- Ability to frequently stand, kneel, bend, climb, and work in customer environments.
- Ability to lift, push, and pull equipment and tools weighing up to 50 pounds.
Preferred Qualifications
- Previous field service, biomedical equipment, dental equipment, imaging equipment, laboratory equipment, electronics repair, HVAC, automotive diagnostics, or related technical experience.
- Prior experience servicing medical imaging, dental imaging, CBCT, X-ray, or digital imaging systems.
- Experience troubleshooting electrical, mechanical, software, or network-connected equipment.
- Military technical training or vocational/technical school education.
- Customer-facing technical service experience in healthcare, manufacturing, industrial, or technology environments.
Career Progression Framework
Ray America believes technical professionals should have opportunities for meaningful career advancement without requiring a move into people management.
Promotions are based on demonstrated performance, technical capability, customer impact, documentation quality, operational effectiveness, and knowledge-sharing contributions. Structured training, certification opportunities, and mentorship are provided to support employee growth at every level.
Strategic Growth Opportunity
This position supports Ray America's continued investment in expanding technical service coverage throughout the southern United States. The Texas and Florida region is an important part of our long-term service strategy, designed to improve customer response times, strengthen dealer support, and increase operational efficiency.
Experienced technicians may have opportunities to:
- Participate in the development of the company's southern regional technical support network.
- Serve as technical mentors and trainers.
- Lead installation and service projects across multiple states.
- Support new product introductions and advanced technical initiatives.
- Become recognized subject matter experts within the organization.
What We Offer
- Competitive compensation aligned with a structured technical career framework.
- Comprehensive benefits including 100% employer-paid medical, dental and vision insurance for employees and their families, short-term and long-term disability, FSA, HSA and 401(k) plan with a company match, sick days, PTO(Paid Time Off), and company paid holidays.
- Comprehensive paid technical training and product certification programs.
- Clear advancement opportunities from Technician I through Master (Principal) Technician.
- Exposure to advanced dental CBCT imaging technology.
- Company-provided tools, equipment, and technical resources.
- Mileage reimbursement and travel expense coverage in accordance with company policy.
- Ongoing professional development and technical learning opportunities.
- The opportunity to build a long-term career with a growing healthcare technology organization.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- On-the-job training
- Paid time off
- Vision insurance
Work Location: Remote
