Technical Sales Support Manager

hace 2 semanas

L'Hospitalet de Llobregat, España Dentsply Sirona, Inc A tiempo completo

Technical Sales Support Manager

This position is a leadership member of the EMEA Technology Services organization at Dentsply Sirona, with responsibility for technical support in Iberia and Italy. The Technical Sales Support Manager Iberia & Italy is responsible for the strategic and organizational setup, implementation of processes and key metrics.

Responsibilities

  1. Improve the after sales end-customer satisfaction via providing input for and implementing the company’s after sales strategic plan in Iberia & Italy.
  2. Strengthen the after sales presence in the dental market in Iberia and Italy and promote sales through after sales successes through effective management of the engineer team.
  3. Support the end user customers and dealer partners with Dentsply Sirona Digital Products.
  4. Lead the technology services organization in Iberia & Italy, driving service delivery for ~200M USD business volume for technology services (installation, remote and in-field support, SW application support, partner management).
  5. Talent acquisition and performance management/development for team leads and teams composed of Technical Support Specialists, Field Service Technicians, and Service Administrators.
  6. Identify, orchestrate, and manage external suppliers.
  7. Maintain close communication with stakeholders (within CCO and with central teams).
  8. Act as the voice of the customer: baseline and monitor customer success metrics and technical service KPIs, in collaboration with the Service Analytics office; advocate for and engage with internal organizations to improve customer satisfaction, service level, and operational execution.
  9. Manage budget and cost.
  10. Position technical services and set pricing.
  11. Implement and ensure operational excellence of all Technology Services processes in daily after-sales operations.
  12. Conduct (local) technical trainings and provide support for engineers in the CCO and partners.
  13. Facilitate knowledge exchange and learnings between CCOs and the central team.
  14. Promote sales opportunities through company sales specialists/dealer network.

Who You Are - Qualifications

  1. Education: Degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, Bioinformatics, Information Technology, Natural Science, or a relevant field.

Requirements

  1. Minimum of 5 years of leadership experience in a technology-related field, preferably in dental, healthcare, or life sciences.
  2. Demonstrated success in a senior level service role managing technical products.
  3. Sales-related work experience is desirable.
  4. Excellent previous technical experience of DS (or other equivalent dental equipment manufacturer) products (Treatment Centres & Imaging or Treatment Centres & Cad/Cam) is desirable.
  5. Experience in designing, developing, launching, or driving adoption of technology services and products is a plus.
  6. Good knowledge of common CRM tools is a plus.
  7. Advanced analytical and business strategy skills related to service-line and support program development in technology-related industries.
  8. Compelling and clear vision and communication skills for internal and external stakeholders.
  9. Strong drive to meet timelines, establish clear priorities, and hold self and others accountable for results.
  10. Strategic orientation balanced with a detailed mindset for complex projects.
  11. Enthusiastic, efficient, and highly organized – desire to constantly improve efficiencies and customer focus.
  12. Structured and clear thinker – ability to prioritize a demanding workload through business planning.
  13. Effective technical and error troubleshooting skills (IT, Electronics, Electro-pneumatic systems, and manual technical skills).
  14. Fluent in English; further languages (Spanish, Italian, Portuguese) are an advantage.
  15. Able to undertake regular business travel across Iberia and Italy.
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