Technical Support Manager
hace 2 semanas
**#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.
**Position Summary**:
This Technical Support Manager manages the team of Technical Support Representatives (TSRs) that provide expert technical guidance on all products. The Manager’s main responsibility will be to manage, grow, and develop the Technical Support Representatives to ensure they are successful in providing industry-leading experience.
**Responsibilities**:
- This position is responsible for, but not limited to, the following:_
- Lead and develop team of TSRs who deliver our company’s industry leading customer support.
- Oversee technical support representatives' training and ensure their readiness to support customers.
- Participate in cross-functional meetings that include Product Marketing, Logistics, Support Competence Center, Customer Service, Finance, etc.
- Ensure the team is following documented processes for all support activities.
- Work closely with 3rd party vendors, maintaining a strong working relationship.
- Work closely with internal stakeholders to solve customer and business issues.
- Review the team’s performance and prepare reports on Service Cloud, CRM, and phone productivity at the team and individual level for management.
- Ensure team stays on target with required trainings, assignments, and projects while maintaining focus on service levels.
- Monitor team performance via metrics and provide regular production reports to management.
- Support the development of knowledge documents with the goals of improving time to proficiency for new hires, reducing time to close tickets, and improving customer self-service with the overarching goals of increased customer and employee satisfaction.
- Provide coaching, ongoing training, and mentorship to the Technical Support Representatives, while maintaining a learning mindset, both personally and for the team.
- Work closely with Customer Service, Sales, and vendors to maintain collaborative and thriving relationships, improving processes, and reducing or eliminating friction.
- Ensure call quality and support provided by the team through monitoring SAP ServiceCloud tickets, CRM activities, coaching team members who need improvement, as well as random call reviews.
- Help ensure Straumann Group customers receive an excellent customer experience based on C-Sat, CES, and/or NPS scores.
**Management Responsibilities**:
- Up to 14 Technical Support Representatives (TSR’s)
**Minimum Qualifications**:
- Fluent in English
- High School Diploma or equivalent.
- 5+ years of experience in technical product support.
- 2+ years of experience with management responsibilities.
**Preferred Qualifications**:
- Bachelor's Degree in Business Administration
- Medical or dental technology industry background
- Ability to coach, provide feedback, and develop people.
- Strong writing, presentation, verbal, and written communication skills.
- Excellent interpersonal and relationship-building skills.
- Performance and business driven.
- Solutions oriented.
- Analytical, structured thinking. Comfortable working with data.
- Creative - willing to think outside the box.
- Self-directed and self-motivated.
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 : Heredia
**Travel Percentage**:0 - 10%
**Requisition ID**:10328
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