Technical Product Support Supervisor

hace 2 días

Heredia, Costa Rica Straumann Group A tiempo completo

**#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**:
**Responsibilities**:

- This position is responsible for, but not limited to, the following:_
- 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.
- Be available as a resource to assist team knowledge growth and efficiency supporting internal and external customers.
- Reassign tickets as needed and handle escalations from the team.
- Work closely with other Straumann facilities to resolve topics affecting team members or customers.
- Review the team's performance and prepare reports on Service Cloud, CRM, and phone productivity at the team and individual level for management.
- Handle calls/e-Support when needed, particularly during busier times, to help maintain and improve service levels.
- 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.
- Escalate issues to the proper internal or 3rd party organization's management, informing management team of issues and progress.
- Work with the Technical Support Manager to maintain or improve morale within Technical Support as well improve relationships with other Straumann teams.
- Provide Technical Support Manager with well-written and clearly documented employee reviews and performance management plans.
- 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.
- Build and maintain level of expertise in cross-functional departments such as Customer Service.
- Other duties as assigned.
**Management Responsibilities**:

- This position manages the following positions:_
- Up to 8 Technical Support Representatives

**Minimum Qualifications**:

- Fluent in English
- Associate's Degree in Dental Laboratory Technology, Dental Hygiene, or related technical discipline, OR High School Diploma or GED equivalent with 3+ years of experience in a technical role and 3+ years of experience in hardware or software support.
- 6+ years of experience in technical product support, customer service or call center role with increasing responsibility.
**Preferred Qualifications**:

- Dental industry background or experience.
- Previous dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment (Scanners, 3D Printers, Mills) experience.
- Possesses a pro-active mindset, acts with a sense of urgency, and is solutions oriented.
- Analytical with structured thinking and excellent verbal and written communication skills.
- Ability to think outside the box while remaining within regulatory guidelines.
- Comfortable in a rapid-paced environment.
- Excellent communication skills with the ability to coach and mentor team members.
- Customer oriented mind set and enjoy working cross-functionally with other departments.
- Ability to speak with and deal with a wide variety of customers and positively provide solutions.
- Demonstrated ability to work in a team environment and collaborate well with others.
- Be agile and display the ability to deal with change while building trust and engagement with others.
- Certified Dental Techn

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