#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.

Your Role:

This position provides customer and technical support for all Straumann products, including application, moderate treatment planning, lab processing modalities both standard and custom products, such as CARES and Scan & Shape. It is initially focused on supporting products in our Digital Dental Support and Services and CARES product lines. Not all products are Straumann developed products but are resold by Straumann, sometimes under the Straumann name, sometimes under the manufacturer’s label. As you develop in this role, you will be exposed to more Digital products at first and then some of our Surgical Products may be available for you to support depending on your interests, career plan, learning and skill levels.

This is a call center position in a busy and complex dental healthcare market supporting both products and services with a focus on shared knowledge creation. This position is responsible for, but not limited to, the following:

• 
  Answer phones and respond to emails professionally, accurately and in a timely manner.
• Enter and monitor tickets using SAP Service Cloud ticketing system and SAP CRM for all interactions, triage each case.
• Troubleshoot technical problems; develop (document) solutions for future use.
• Advise and support less experienced representatives on technical matters, provide coaching and mentoring to those representatives.
• Become a Subject Matter Expert by exhibiting advanced technical knowledge in one or more of Straumann’s product areas.
• Develop and contribute knowledgebase documents and training materials particularly for the product area you are an SME.
• Answer and solve technical issues remotely using tools such as TeamViewer, and TeamViewer Pilot
• Work with 3rd party vendors (3Shape, Amann Girrbach, RapidShape, etc.) technical support teams to resolve customer issues.
• Using our CamDB software provide solutions for customers having issues using our Centralized Production Services
• Work closely with and develop positive working relationships with Customer Services, Sales /Field Team, and Logistics, as well as Vendors to maintain collaborative and thriving relationships.
• Submit product complaints and issues to Regulatory affairs Department on a regular basis.
• Deliver an acceptable call to resolution ratio in a timeframe relative to the rest of the team.
• Monitoring SAP ServiceCloud and CRM tickets with an acceptable resolution time and proper escalation urgency.
• Provide Straumann Group customers with an excellent customer experience based on NPS, CES, and/or C-Sat scores.
• Document processes and build up Straumann technical support knowledge base.
• Exemplify Straumann Groups Core Behaviors and Cultural Values every day and empower team members to do the same.
• Travel less than 5% both domestically and internationally.
• Other duties as assigned.

Physical Attributes:

• 
  General office environment. May sit for extended periods of time.
• Physically able to bend, crouch and reach continuously while performing required job tasks.
• Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.
• Spend significant time reading both on paper and on a computer.

Minimum Qualifications:

• 
  Associate degree or higher with a technical focus, or 1+ years of experience in a technical role and 2+ years of experience in technical product support.
• 1+ years of experience in a call center or customer experience management environment.
• 6+ months Medical technology/Dental industry background.

Preferred Qualifications:

• 
  CDT (Certified Dental Technician).
• Previous dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment experience (Scanners, 3D Printers, Mills).
• Is energetic and enthusiastic yet patient, clear, and precise with excellent follow-up to close issues.
• Has a pro-active mindset and acts with urgency and is solutions oriented.
• Analytical with structured thinking and excellent verbal and written communication skills.
• Creative – willing to think outside the box, but remain within regulatory guidelines, technically adept Team Focused/Customer Driven and comfortable in a rapid-paced environment.
• Customer oriented mind set (internal and external customers) and enjoys working cross-functionally with other departments.
• Ability to speak with and deal with a wide variety of customers and positively provide solutions being determined to provide the best customer experience in the dental industry.
• Demonstrable ability to work in a team environment and collaborate well with others and displays a learning mindset and not a knower mindset.
• Be agile and display the ability to deal with change while building trust and engagement with others.
• Have a sense of ownership, be a strong communicator and is intensely customer focused Willing and looking to learn, and create opportunities to find new approaches to existing plans.

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: United States : Andover (MA)

Travel Percentage: 0 - 10%

Requisition ID: 9082