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Technical Support Manager
hace 4 meses
#ChangeMakers
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.
#WeChangeDentistry every day. Be part of it.
Overview:
We are seeking a motivated and experienced Technical Support Manager to join our team at Alliedstar.
The Technical Support Manager will be responsible for providing exceptional customer service and technical solutions for Alliedstar Digital Dentistry products. The ideal candidate will have a strong technical background, excellent communication and problem-solving skills, and experience providing technical support to dealer partners and end customers coupled with a passion for helping others.
Responsibilities:
- Develop and implement technical support systems, processes, and procedures to ensure timely and effective resolution of distribution partner and customer issues
- Develop and implement processes and procedures to ensure efficient and consistent resolution of customer inquiries and technical problems
- Manage escalated dealer partner and customer issues, troubleshooting complex technical problems, and coordinating with other departments to provide comprehensive solutions while providing resolutions in a timely and professional manner
- Monitor and analyze key performance indicators, support performance metrics, customer satisfaction, and provide regular feedback on areas for continuous improvement opportunities
- Collaborate with other departments to address dealer partner and customer concerns while providing product feedback to cross functional teams within the organization
- Train and coach team members, dealer partners, and end customers on technical knowledge, customer service skills, and best practices for resolving technical issues.
- Collaborate with the product development team to provide feedback from customers and identify opportunities for product improvements or new features
- Keep up to date on industry trends, competitive products, and best practices in customer support while staying current with industry trends, emerging technologies, and best practices in technical support to ensure the team is providing cutting-edge solutions to customers
- Participate in product testing and development to provide input on dealer and customer needs or concerns
- Maintain a high level of dealer and customer satisfaction through proactive communication and problem-solving
- Represent the company at industry conferences, trade shows, and events to promote Alliedstar products
- Coordinate and facilitate training sessions both in person and virtually on an add needed basis for dealer partners and end customers
- Assist in the creation of educational materials, manuals, guides, and videos to support team, dealer, and end using customers success
- Collaborate with cross-functional teams to ensure alignment of technical support efforts with company goals and initiatives
- Build relationships with key stakeholders to gather feedback and continuously improve products and training programs
- Other duties as needed and assigned
Qualifications:- Bachelor's degree or greater in a relevant technical field or equivalent work experience
- 5+ years of experience in customer support, technical assistance preferably in the dental technology industry
- Strong technical background in dental technology, including experience with software, hardware, and integrated systems- Excellent communication and interpersonal skills, with the ability to interact with customers, colleagues, and vendors in a professional and courteous manner
- Proven ability to multi-task and prioritize tasks in a fast-paced environment
- Experience working in the dental industry or with dental technology
- Proficient in Microsoft Office and customer support software
- Excellent problem-solving skills and a commitment to customer satisfaction
- Ability to prioritize and multitask in a fast-paced environment, while maintaining a high level of attention to detail and accuracy
If you are a self-motivated individual with a passion for helping others and a desire to work in a dynamic and innovative industry, we encourage you to apply for the Technical Support position at Alliedstar. Join us in revolutionizing the way dental professionals provide care to their patients. The digital workflow starts with Alliedstar and you
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Costa Rica : Alajuela || Costa Rica : Cartago || Costa Rica : Guanacaste || Costa Rica : Heredia || Costa Rica : Limón || Costa Rica : Puntarenas || Costa Rica : San José
Travel Percentage: 0 - 20%
Requisition ID: 14285
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