Service Technician Spotlight: Billy Conlee

Meet William “Billy” Conlee, a 14-year expert service technician out of the Austin, Texas, branch.

Billy (like many service techs) has a unique set of trade skills that gives him the ability to fix things most people cannot. As he puts it, he is a problem solver.

“We’re there to solve a problem or at least create a clear plan,” he shares. “Sometimes you’re troubleshooting equipment, and sometimes you’re simply being a sounding board. Over the years, I’ve built lasting relationships and friendships with many of the offices I support.”

While working in car sales, Billy’s wife, an orthodontic assistant, found out that Patterson was hiring and encouraged him to apply. He interviewed at the branch and was hired that same afternoon. They both knew it would be a perfect fit.

“I’ve been with Patterson ever since. I’ve always been proud to work out of Branch 368 and I genuinely enjoy the people I work with.”

Staying engaged in his job has never been an issue for Billy, partly due to the fast-paced changes in the dental equipment industry. Taking care of his customers means bringing in new solutions to help accelerate their office.

“The advances over the years in dental equipment have been incredible. No matter how long you’ve been in this position, you continue to learn and grow. Technology and equipment are always evolving. In my first month on the job, I decommissioned a milling unit (CEREC Compact 3), broke it down to the frame, rebuilt it, and it still worked. All of these skills can be taught and learned. I take pride in staying ahead of the advances so that I can move my offices forward,” he says.

Being an advanced service technician means that Billy is a seasoned veteran with advanced skills and experience for the job. A title that was earned over years of relationship building. With this comes the responsibility of training new service technicians, introducing them to a typical (or not so typical) day on the job.

“When I’m training someone, the first thing I focus on is introducing them to our offices. Building relationships with the staff and doctors is essential – trust is a huge part of this job.”

Although the training classes are valuable, Billy says real-life scenarios are the best teachers.

“I always tell new techs to be as prepared as possible. Read your service notes, ask good questions when you arrive, and dive into the issue they are experiencing. Reach out to fellow technicians and lean on your team. You’ll have good and bad days, but every experience sharpens your skill set.”

Whether it’s fixing equipment for our customers, training in a newbie, or collaborating with his colleagues at the branch, it all feels like working with family. People First is a value that he continues to model.

“It’s always been about the people. No two days are the same, and dental care will always be needed. That combination of purpose continues to keep the work fulfilling.”