Technical Support Representative - #19544130

Straumann Group


Date: Apr 7, 2021
City: Andover, MA
Contract type: Full time
Straumann Group

Company Description



Straumann partners with passionate people who fit in with the agile dynamics of our size-for-success company. People at Straumann appreciate the opportunity to shape the future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations.



Job Description




Straumann®, world leader in dental implantology, is rapidly growing in North America thanks to a strong focus on innovations to support the development of our customers. Straumann is a premium brand, and its positioning is reflected in the delivery of high quality products and customer services.


Straumann®, world leader in dental implantology, is rapidly growing in North America thanks to a strong focus on innovations to support the development of our customers. Straumann is a premium brand, and its positioning is reflected in the delivery of high quality products and customer services.
Straumann seeks a Technical Support Representative, having the objective to support a robust portfolio of dental products. We provide high-touch technical support for both Straumann and subsidiary surgical, prosthetic and restorative products as well as the help Dental Labs and Dental Offices move to and use the latest in digital dentistry products sold and serviced by Straumann. Some of the Products that are supported by the Straumann Technical Support team include, but are not limited to: 


•    CARES® Digital Solutions portfolio: Straumann Virtuo Vivo™ Intraoral Scanner, CARES® Visual Laboratory &     Chairside Software, 3Shape TRIOS® Intraoral Scanners, CARES C series and M series milling machines, Pseries 3D 
printers, and related consumables (milling blocks, pucks, etc.). 
•    CARES Centralized Production Design, Milling and 3D Printing, Straumann and Neodent implant platforms,     including restorative and prosthetic original components 
•    Medentika 3rd party prosthetics components and Neodent offerings 
•    Bone grafting and biomaterial products 
•    Practice Growth tools, such as Straumann’s LOOP platform 
•    Orthodontic products 


Position Summary: 
This position provides customer and technical support for all Straumann products, including application, moderate treatment planning, lab processing modalities and ordering for both standard and custom products, such as CARES and Scan & Shape. This is a call center position in a busy and complex dental healthcare product and services environment. 


Responsibilities: 
•    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 
•    Advise and support less experienced representatives on technical matters, provide coaching and mentoring to those representatives 
•    Be a SME / exhibit advanced technical knowledge in one of Straumann’s product areas. 
•    Develop knowledgebase documents and training materials for the product area you are an SME. 
•    Answer and solve for technical issues remotely using tools such as TeamViewer, and TeamViewer Pilot 
•    Work with 3rd party vendors from a technical support aspect (3Shape, Amann Girrbach, RapidShape, etc.) to solve customer issues 
•    Using our CamDB software provide solutions for customers having issues with our Centralized Production Services 
•    Work closely with Customer Services, Sales /Field Team as well as Vendors to maintain collaborative and thriving relationships 
•    Submit product complaints and issues to Regulatory Affairs Department on a regular basis 


Performance Monitoring
•    Deliver an acceptable call to resolution timeframe
•    Monitoring SAP ServiceCloud and CRM tickets with an acceptable resolution time with proper escalation urgency
•    Provide Straumann Group customers with an excellent customer experience based on NPS, CES, or C-Sat scores
•    Document processes and build up Straumann support knowledge base
•    Exemplify Straumann Group’s Core Behaviors and Cultural Values every day and empower team members to do the same
 




Qualifications




Critical Knowledge and Qualifications


·


•    Minimum of 2 years in technical product support 
•    Associate degree or higher with a technical focus
•    Medical-technology/Dental industry background preferred
•    CDT (Certified Dental Technician) is a plus
•    Previous experience in a call center or customer experience management environment
•    Previous dental (implants, abutments, crowns, bridges, or other prosthetic devices) and/or digital dental equipment experience (Scanners, 3D Printers, Mills) is a plus


Critical Skills 
•    Energetic and enthusiastic 
•    Ability to be patient, clear and precise
•    Excellent follow-up to close issues
•    Pro-active mindset 
•    Acts with urgency
•    Solutions oriented
•    Analytical and structured thinking
•    Excellent verbal and written communication skills
•    Ability to learn and work with computer systems and programs
•    Creative – willing to think outside the box, but remain within regulatory guidelines
•    Team Focused/Customer Driven
•    Comfortable in a rapid-paced environment


Critical Success Factors 
•    Customer oriented mind set (internal and external customers) 
•    Ability to work cross-functionally with other departments
•    Ability to speak with and deal with a wide variety of customers and positively provide solutions
•    Determined to provide the best customer experience in the dental industry
•    Ability to work in a team environment and collaborates well
•    Ability to have 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 
 


 




Additional Information



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