Copyright © 2015 Patterson Dental Supply, Inc.

N E W S L E T T E RT E C H N I C A L S E R V I C E

N E W S L E T T E R

In June, Patterson Dental service technicians from three branches – East Bay, Sacramento, and San Francisco – met for a first-of-its-kind Technician Summit at the East Bay Branch’s Concord, Calif., office.

The technical service teams, together with their service, branch and operations managers, had a full day of hands-on training with service solely in mind. Vice President, Marketing, Equipment and Technical Service John Bettencourt and National Technical Service Manager Marya Lessard joined several top-tier Patterson vendors in offering training tips and in-depth information on top-selling equipment and technology.

“What was really special about this event is it was all about service,” said East Bay Branch Service Manager Joe Johnson. “It was held

specifically for our technicians, and helping them do their jobs better. Everybody has tricks of the trade, so to speak, and to have the chance to share those is really valuable. We all learned a lot and had fun doing it.”

Robert La Rocca, service manager for the San Francisco Branch, said the event was a team effort and that many people

3rd Quarter

At a special Technician Summit in June, Patterson Dental service technicians from three California branches gathered along with branch and national leadership to connect with one another and hone their craft.

Dental Technician Summit unites three branches

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worked diligently to make it happen. At the end of the day, everyone was excited about what the team can accomplish together.

“Having John Bettencourt and Marya Lessard at the Summit reassured all of the technicians that all of the great changes coming to the service organization are for real, and in the near future,” La Rocca said.

Going Above and BeyondBranches and Technicians Recognized for Extraordinary Efforts

Des Moines Branch Highlights The Technical Service team at the Des Moines Branch has garnered praise from a number of their colleagues. Todd Slycord, operations manager at the branch, said great customer service is truly in their DNA, and he can’t stress enough how much he appreciates what they do and how they do it. Here’s a sampling of other well-deserved praise for the team.

Jane Angstman, territory representative: “They’re always putting the customer first and making recommendations that serve the doctor’s best interest. Our techs work

as a team communicating with sales reps and inside staff.”

Brad Behrens, equipment specialist: “Our technicians are truly dedicated to keeping our customers happy. The trust, skill level, and relationships our technicians have earned set us apart from the competition.”

Troy Larkin, equipment specialist: “Our service team meets and exceeds customers’ expectations with reliable, dependable service. They’re game changers, in every aspect, for patient experience and practice lifestyle.”

Jeff Johnson, territory representative: “They rely on hard work and dedication to get the job done right the first time. They care that the customer has an issue that needs to be resolved. And they respond when the going gets tough.”

Calvin Capranos, territory representative: “I believe our service tech team is the best in the country! Professional, responsive, and always asking at the end of their call, ‘Doctor, is there anything else I can help out with while I am here at your office?’”

Greg Lohman, territory representative: “Our techs come into the offices, do their jobs very efficiently, ask appropriate questions relating to their visit, and complete the task at hand. They don’t take up a lot of office staff time in the process, but are always very friendly with a smiling face. We need to clone them!”

Karen Scavo, service parts coordinator: “I take calls daily from our doctors’ offices

and I am happy to say that our techs always leave a great impression. I have heard great comments and requests of service techs because they trust them with their equipment. This group of techs takes great pride in their work and it is my pleasure to work with them each day!”

Atlanta Branch’s Griffith Leaves an ImpressionWhen Fayette Family Dental Care in Fayetteville, Ga., lost two hard drives at once, Service Technician David Griffith sprang into action, doing everything he could to help get the practice’s computers back up and running. While showing he truly cared about the practice and finding the right solutions for it, he diagnosed and facilitated the shipment of a new computer.

“I know it is hard to find quality employees, but you have an excellent employee in David Griffith, someone you should be proud of, that is out there representing Patterson Dental” Practice Administrator Kim Poolos said.”

Roadside Assistance from Patterson Seattle bankruptcy lawyer Ruth A. Nelson was driving to a court hearing in Everett, Wash., about 25 miles away, on a Tuesday morning in October when her tire blew. By the time she was able to pull off the freeway, she was driving on

the rim. Flustered on the cold, rainy morning and with traffic continuing to zip by, Nelson wasn’t sure what she would do.

Just then, Seattle Branch Service Technician Ted Moisescu pulled up behind her and offered his assistance. Neither

Back row: Mark Petersen, David Bush, Matt Mitchell, Dan Wilhelm, Dale Pettijohn, Mitch Hanson. Middle row: Levi Godsey, Troy Oliver, LeRoy Greenlee, John Redman, Jim Kuker, Bill Buckley, Kevin Banfield. Front row: Don Nelson, Mike Stimeling, Bill Dygert, Justin Pierschbacher, Mark Ritchhart. Not Pictured: Andy Timmons

David Griffith

Ted Moisescu

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the blustery day nor a rusted spare tire and jack stopped Moisescu from helping. Nelson wrote that she wished she was a dentist and could swear her undying loyalty to Patterson, but instead all she could offer was her thanks.

“It surely is good for your whole organization that there is at least one stranger who will never see your company’s name, logo or van without a big smile on her face and a prayer of gratitude for one of your excellent employees,” Nelson wrote.

Praise for Knoxville Branch’s HeadgesKnoxville Branch Service Technician Ronald Headges recently was recognized by a coworker for helping him gain familiarity with equipment and technical issues. In addition to always tackling CEREC issues head-on, Headges is known to make time for anyone who needs assistance. “Ronald really stood out during a recent install at a high-priority customer’s practice, keeping progress on track as well as improvising changes and keeping the doctors happy. I just wanted to bring to light someone who goes above and beyond on a consistent basis,” said his coworker Robert Bryan, another service technician at the Knoxville Branch.

Bright IdeasTech Tips and Tricks

From Service Technician Darron Hanie, Atlanta Branch: Trying to compress the compression ring of a 3/8” copper compression fitting can be a challenge in tight spots, like deep inside a 5580.42 cabinet. You can simplify this task by making a tool using a 90-degree angle shutoff mounted on an 8” long piece of ½” copper pipe.

Once you have your tool, pull the unit tubing out the front of the cabinet, and compress the compression ring of the regulator on the 3/8” output of the angle stop of the tool. Then, remove the regulator from the tool and connect to the building’s air/water supply shut-off. Now, you will not have to compress the fitting onto the building’s supply shut-off. You just have to get it tight enough that it will not leak when you turn the shut-off on.

From Service Technician Chuck Shepherd, Valencia Branch: It’s important to use caution when getting sterilizers (specifically M11’s) in and out of your van in order to save your back. Chuck Shepherd came up with a unique way to do so and keep the weight off his back. He used plywood and a Triangle Stericenter shelf top and slides, bolted to the van floor. This way, he can slide the heavy item in and out of the van at chest level.

Certification UpdateA Change in A-dec Certification

Earlier this year, the A-dec Technical Training Team launched a new program: the A-dec Basic Training Certification. In order to achieve Basic certification, the learner must demonstrate his/her knowledge of A-dec systems, product identification, troubleshooting diagnostics, and repair of A-dec’s current product lines. Here are some frequently asked questions (FAQs) about the Basic certification program:

What was the reasoning behind changing the existing format?

The old format involved a paper test and repair of one delivery system (now obsolete). The new program requires hands-on demonstration of knowledge and skills in the A-dec tech lab. This increase in rigor more closely reflects the technician’s real-world environment.

Will there be more levels of certification?

Yes. The A-dec Advanced Certification is slated to roll out May 2015 and Master Certification will launch in May 2016. More details will follow in the coming months.

Why is there a prerequisite of 6 months experience prior to the training?

It has been our observation that technicians with fewer than 6 months’ worth of experience struggle more with the curriculum and in-depth troubleshooting required in the program. On-the-job training and real-world field experience help prepare the technician to succeed.

The new certification program series employs a holistic approach to servicing the dental practice, where the technician determines the root cause of issues and repairs them in an efficient, professional manner. Communicating the summary of work and sharing preventive maintenance tips with the dental team are behaviors that set A-dec certified technicians apart.

Basic Certification is open to all participants of A-dec’s Basic Technical Courses on the A-dec campus.

Chuck Shepherd