DGSHAPE Roland Care Engineer

POSITION PURPOSE
Reporting to the Roland Care Manager, the Senior Roland Care Engineer - Dental serves as a senior technical and business-facing resource responsible for strengthening dealer service capability, supporting strategic dealer and customer accounts, resolving complex technical escalations, and improving the quality and consistency of Dental service delivery across the Americas.

The position acts as the primary technical liaison among dealers, customers, Sales, Product Management, Service, Quality, Engineering, and DGSHAPE. The role converts field experience into structured product feedback, service standards, training programs, certification requirements, knowledge resources, and continuous-improvement initiatives that support customer confidence, dealer performance, account retention, product adoption, and growth of the Dental Business.

This position requires broad expertise in digital dental workflows, including equipment, software, computer and network environments, materials, tooling, applications, installation requirements, and operator processes. The Roland Care Engineer - Dental owns assigned escalations from initial assignment through validated resolution and documented closure, while coordinating all required internal and external resources.

This position may require travel to investigate and/or assist in developing solutions for issues with the possibility of local or remote travel, including international up to 60% per month. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES
Technical Escalation Ownership
• Own assigned technical escalations from initial assignment through validated resolution and documented closure.
• Define the escalation plan, required resources, responsibilities, communication cadence, milestones, and technical exit criteria.
• Coordinate activities across Service, Sales, Product Management, Quality, Engineering, DGSHAPE, dealers, service providers, vendors, and customers.
• Provide direct technical support through phone, email, remote sessions, scheduled onsite visits, and field investigations.
• Validate corrective actions through objective testing, data review, application output, calibration results, and customer confirmation before case closure.
• Conduct post-escalation reviews and convert lessons learned into service improvements, training, documentation, or product-quality feedback.
• Assess technical, operational, customer-experience, and account-retention risk and escalate concerns before they create additional business impact.

Dealer Development, Certification, and Field Coaching
• Develop and administer dealer technical certification, recertification, and competency-assessment programs in partnership with the Training function.
• Conduct structured field coaching, technical audits, shadow visits, and performance reviews for dealer service engineers and Roland Care Onsite Service providers.
• Identify capability gaps by region, dealer, engineer, product, or workflow and create corrective development plans.
• Establish and reinforce minimum technical, documentation, communication, and service delivery standards for authorized Dental service partners.
• Monitor dealer performance using first time-fix rate, repeat visits, escalation volume, documentation quality, training completion, and customer satisfaction indicators.
• Recommend additional training, remediation, authorization changes, or corrective action when service performance does not meet Roland standards.

Strategic Dealer, Customer, and Sales Support
• Provide technical leadership for strategic dealers and customer accounts during escalations, installations, demonstrations, evaluations, and other business-critical activities.
• Partner with Sales and Product Management to develop technical support plans for key accounts and complex customer opportunities.
• Participate in pre-installation planning, site-readiness reviews, installation validation, workflow verification, and post-installation follow-up for high-visibility accounts.
• Represent Roland during critical customer-recovery efforts and maintain ownership until technical and operational closure is confirmed.
• Assist Sales and Product Management in addressing technical objections, defining application fit, and validating proposed customer workflows.
• Provide technical input that supports account retention, dealer confidence, customer adoption, and responsible sales growth.

Field Quality and Product Improvement
• Analyze field-service data, repeat failures, repair histories, parts usage, diagnostic data, customer complaints, and dealer feedback to identify recurring product, software, workflow, or process trends.
• Prepare structured field-quality reports for Product Management, Quality, Engineering, and DGSHAPE, including issue frequency, affected models, failure modes, business impact, interim countermeasures, and recommended actions.
• Support root-cause investigations, product evaluations, field countermeasures, quality campaigns, service bulletins, and corrective action programs.
• Track reported field issues through disposition and communicate findings, countermeasures, and final outcomes to internal teams and the dealer network.
• Recommend improvements to product design, serviceability, documentation, software, parts strategy, training, installation requirements, and support processes based on field evidence.
• Act as a Subject Matter Expert for assigned Dental products, workflows, regions, or business priorities.

Digital Dental Workflow and Application Expertise
• Diagnose complete digital dental workflows, including machine hardware, CAM software, computer and network configuration, file transfer, tooling, materials, restoration design, nesting, application parameters, and operator processes.
• Differentiate machine-related failures from software, file, material, tooling, environmental, maintenance, IT, or user-process causes.
• Maintain working knowledge of supported wet and dry milling applications and materials, including zirconia, PMMA, wax, composite, glass ceramic, titanium, and other approved materials.
• Support calibration, accuracy validation, spindle and tooling evaluation, preventive maintenance, and manufacturer-specification testing.
• Partner with software, material, and integration partners when cross-platform troubleshooting or workflow validation is required.

Service Standards, Documentation, and Knowledge Management
• Develop and maintain standardized diagnostic procedures, installation standards, escalation protocols, service checklists, best practices, and technical knowledge resources.
• Convert field findings into reusable troubleshooting guides, training content, webinars, service bulletins, technical articles, and corrective-action procedures.
• Review service documentation for accuracy, usability, completeness, and alignment with actual field conditions.
• Drive consistent adoption of approved service methods across internal teams, dealers, and service providers.
• Identify opportunities to reduce unnecessary part replacements, repeat visits, customer downtime, repair cost, and inconsistent service practices.
• Ensure all escalation activity, technical findings, communications, and final solutions are documented accurately in Dynamics 365 or other designated systems.

Events, Demonstrations, Education, and New-Product Readiness
• Lead the technical component of dealer meetings, customer events, product demonstrations, trade shows, educational programs, and sales evaluations.
• Deliver workflow demonstrations and technical presentations that strengthen customer confidence and support responsible product adoption.
• Support new product launches through technical readiness, field validation, training development, demonstration workflows, and dealer enablement.
• Collaborate with Marketing, Sales, Product Management, and Training to develop technically accurate customer-facing and dealer-facing content.
• Represent Roland DGA professionally in customer, dealer, partner, and industry settings.

Reporting and Continuous Improvement
• Report regularly on field visits, dealer performance, strategic escalations, quality trends, training activities, and improvement recommendations.
• Develop and monitor action plans that improve service quality, first-time-fix rate, customer satisfaction, dealer capability, and escalation resolution time.
• Use service, quality, and business data to prioritize field activity and recommend resource allocation.
• Perform other duties and strategic assignments as required to support the Dental Business.

PERFORMANCE MEASUREMENTS
Dealer Capability and Service Network Development
• Percentage of targeted dealers and service providers certified or recertified.
• Improvement in dealer competency assessment scores and training plan completion.
• Reduction in repeat escalations and repeat visits from trained dealers.
• Improvement in dealer first-time-fix rate, documentation quality, and policy compliance.

Escalation and Strategic Account Management
• Escalation resolution time and case-aging performance.
• Percentage of escalations closed with validated technical resolution and documented customer confirmation.
• Repeat failure rate following escalation closure.
• Compliance with established stakeholder communication cadence and action plans.
• Strategic account recovery, retention, and stakeholder satisfaction outcomes.

Service Quality and Cost
• First-time-fix rate and repeat-visit rate.
• Installation quality and post-installation issue rate.
• Reduction in preventable parts replacement, unnecessary dispatches, and average repair cost.
• Customer satisfaction and reduction in service-related complaints.

Field Quality and Product Improvement
• Number, quality, and timeliness of documented field-trend reports.
• Recurring issues identified, escalated, and supported through disposition.
• Corrective actions, service changes, documentation updates, or product improvements initiated from field evidence.
• Completion rate of assigned quality and continuous improvement actions.

Business Enablement and Knowledge Development
• Strategic installations, demonstrations, customer events, and dealer programs supported.
• New product readiness and dealer-enablement milestones completed.
• Quality and adoption of service standards, technical procedures, and knowledge resources created.
• Cross-functional feedback from Sales, Product Management, Service, dealers, and strategic customers.

QUALIFICATIONS

Education/Certification:
Bachelor's degree in engineering, electronics, mechatronics, dental technology, business, or a related field preferred; equivalent technical education and relevant experience may be considered.

CDT, dental laboratory, biomedical, manufacturer, networking, project-management, or related professional certification is preferred.

Required Knowledge:
Electromechanical Troubleshooting:
• Strong electromechanical troubleshooting skills and the ability to apply a logical diagnostic methodology.
Digital Dental Workflows:
• Working knowledge of digital dental CAD/CAM workflows, milling applications, materials, tooling, calibration, maintenance, and restoration production processes.
Computer and Network Systems:
• Strong understanding of PC hardware, Windows environments, USB communication, TCP/IP networking, file transfer, security policies, and remote support tools.
Field-Service Operations:
• Understanding field-service operations, dealer networks, case management, escalation control, and customer-experience principles.
Technical Information Analysis:
• Ability to interpret technical data, service history, diagnostic logs, drawings, manuals, and quality information.

Experience Required:
Relevant Technical Experience:
• Five or more years of field service, technical support, application support, service engineering, or dealer-development experience involving dental CAD/CAM, digital dentistry, precision manufacturing, medical devices, or comparable electromechanical equipment.
Escalation Management:
• Demonstrated experience managing complex technical escalations involving multiple internal and external stakeholders.
Training and Development:
• Experience training, coaching, evaluating, or developing field-service engineers, dealer technicians, or technical partners.
Integrated Workflow Diagnosis:
• Experience diagnosing integrated workflows involving hardware, software, networking, files, materials, applications, and operator processes.
Trend Analysis:
• Experience analyzing service information and identifying recurring product, process, or partner-performance trends.
Customer-Facing Experience:
• Demonstrated customer-facing experience in high-impact or sensitive service situations.

Salary Range: $70,000 - $85,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Troubleshooting and Analysis:
• Advanced troubleshooting, root-cause analysis, and cognitive reasoning skills.
Cross-Functional Leadership:
• Ability to lead cross-functional activities without direct authority and maintain accountability through resolution.
Communication and Training:
• Excellent written, verbal, presentation, technical training, and customer communication skills.
Technical Translation:
• Ability to translate complex technical findings into clear business, customer, and field-service implications.
Organization and Prioritization:
• Strong organizational skills with the ability to prioritize multiple escalations, projects, visits, and deadlines simultaneously.
Independent Work:
• Self-directed, responsive, and capable of working independently in field and remote environments.
Professional Judgment:
• Professional judgment, composure, and credibility when representing Roland in sensitive customer and partner situations.
Problem Solving:
• Proactive problem solving and a continuous improvement mindset.
Travel Requirements:
• Valid driver’s license and ability to travel up to 60%, including international travel.

WORKING CONDITIONS

Work is performed in office, customer, dealer, laboratory, training, tradeshow, warehouse, and field-service environments. The employee may be exposed to machinery, dust, noise, chemicals, sharp tools, and other conditions normally associated with equipment service and dental laboratory operations. Appropriate safety procedures and personal protective equipment must be used as required.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data,
  establish facts and draw conclusions.
Able to interpret a variety of technical instructions and deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit and loss, commission markup and
  selling price, ratio and proportion, and percentage.
Able to perform very simple algebra.

Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and
  Encyclopedias.
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction,
  and style.
Ability to conduct training, communicate at panel discussions, and make professional presentations.

Presentation Ability: Conduct training, lead technical discussions, participate in customer and dealer meetings, and deliver professional presentations to technical and nontechnical audiences

INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well-constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.