Dental Support Team Lead

hace 4 días

San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

We're the Straumann Group, a leading innovator in esthetic dentistry. Our vision is to empower people to perform and make an impact.

**Our Impact**

We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics, and biomaterials for tooth replacement and restoration solutions or to prevent tooth loss.

**Our Culture**

We encourage diversity, exceptional team spirit, and a powerful 'can-do' attitude. Our employer culture drives change, stays ahead of competition, and delivers innovation based on evidence.

**Position Summary**

This role oversees technical support representatives, ensuring they're trained and ready to support customers. You'll participate in cross-functional meetings with Product Marketing, Logistics, Support Competence Center, Customer Service, Finance, etc.

Responsibilities:

  • Oversee technical support representative training and readiness to support customers.
  • Participate in cross-functional meetings.
  • Ensure the team follows 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 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 Technologist or related certifications a plus.

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