Technical Product Support Supervisor
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**:
**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
-
Supervisor, Product Support
hace 3 días
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: The Customer Support Supervisor is responsible for running the day-to-day Customer Support operations of Kareo Customer Support individual team. **Your Area of Focus**: - Oversee a team of up to 15 Customer Support Reps - Supervise, coach, motivate, and develop the Customer Support Representatives - Drive achievement of corporate and...
-
Technical Support Manager
hace 1 semana
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...
-
Senior Manager, Technical Support
hace 6 días
Heredia, Costa Rica Smarsh A tiempo completo**Who are we?** Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or...
-
Technical Support Analyst
hace 2 semanas
Heredia, Costa Rica Experian A tiempo completoCompany Description Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years, we’ve been named in the...
-
Technical Support Manager
hace 2 días
Heredia, Costa Rica Experian A tiempo completoCompany Description Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control...
-
Senior Technical Support Engineer
hace 1 semana
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you! You will be working on the latest and best in class technology suite, becoming an expert in the industry. Our Global Support organization supports over...
-
IT Support
hace 7 días
Heredia, Costa Rica Global Services Business A tiempo completoAn Importan company is looking for an IT Support with advanced English. Provide Help Desk Support onsite for all client employees and contractors. The associate will greet all incoming users, coordinates, diagnoses, and troubleshoots incoming issues, provides support services to users with technical problems and information technology issues involving...
-
Technical Support Representative
hace 2 días
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: Integrations is a primary focus at Tebra and the Technical Operations team holds a key role in activating, maintaining the health of our integrated practices through troubleshooting, and offboarding. When a practice has its online schedule integrated with an EMR/EHR/PMS, it improves key performance indicators, decreases churn, increases...
-
Representative, Product Support
hace 7 días
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: Someone who will contribute to the development of the department's plans (and company strategy) by serving as the customer's advocate: your unique insight into the challenges faced by our clients will help shape Tebra's product and processes. We love to nurture our representatives so that commitment and growth within our department can be...
-
Fsd Product Support Specialist
hace 2 semanas
Heredia, Costa Rica Experian A tiempo completo**Company Description** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE **has named** Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in...
-
Collections Supervisor
hace 1 semana
Heredia, Costa Rica Atom Soluciones A tiempo completoOne of our clients, a Shared Service Company is looking for a Collections Supervisor. The Supervisor is a key member of the Collections Team, reporting directly to the Collections Manager. The person in this role is responsible for leading all the operational aspects of the team, being the first escalation point for internal and external customers and...
-
Technical Support Engineer Heredia, Heredia
hace 1 semana
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. VMware brings together an extraordinary group of people. This includes an elite...
-
Fsd Product Support Specialist
hace 2 semanas
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Hybrid Department: Product Management Schedule: Full Time Shift: Day Shift **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that...
-
Portuguese - Technical Support Representative:
hace 7 días
Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo**Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...
-
Technical Support Analyst
hace 1 semana
Heredia, Costa Rica Moody's A tiempo completoMoody's is a global integrated risk assessment firm that empowers organizations to make better decisions. - The Technical Support Analyst will provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements. Ensuring that the Moody's values are proven in...
-
Technical Support Representative
hace 2 semanas
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: Someone who will contribute to the development of the department's plans (and company strategy) by serving as the customer's advocate: your unique insight into the challenges faced by our clients will help shape Tebra's product and processes. We love to nurture our representatives so that commitment and growth within our department can be...
-
Customer Support Supervisor
hace 2 semanas
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: The Customer Support Supervisor is responsible for running the day-to-day Customer Support operations of Patient Pop's individual team. **Your Area of Focus**: - Oversee a team of up to 15 Customer Support Reps - Supervise, coach, motivate, and develop the Customer Support Representatives - Drive achievement of corporate and Support...
-
Technical Support Engineer
hace 1 semana
Heredia, Costa Rica VMware A tiempo completo**Why will you enjoy this new opportunity?** Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to for...
-
Technical Support Engineer Ii Heredia, Heredia
hace 2 días
Heredia, Costa Rica VMware A tiempo completo**Technical Support Engineer - II** **Why will you enjoy this new opportunity?** Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. VMware brings together an extraordinary group of people. This includes...
-
Technical Support Engineer Ii
hace 4 días
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch**: Do the words iSCSI, Fabric, SAN, NVMe, IOPS and Arrays get your blood pumping? Do you thrive on learning new storage technologies or expanding your existing storage technology expertise? What about solving storage issues ranging from the simple to the highly complex? Are you a natural collaborator that craves working with...