Technical Support & Returns Manager (m/f/d)

The Technical Support & Returns Manager will manage both the returns processing and the technical support team to ensure that each team works efficiently through best business strategies and lean concepts and that daily, weekly, monthly objectives, schedules, and performance levels are met, while continuously developing a team oriented focus.  Ensures compliance with Quality System Regulations, ISO and administers company policies and procedures, emphasizing safety and good housekeeping. This position requires persuasive communication skills across many functional levels.

Your Responsibilities:

• Execute the daily tech support and returns processing schedule through the utilization of people and processes to meet customer requirements, schedule compliance, and cost objectives
   
• Provide leadership and support to direct reports to discuss progress of work and ensures that standards for quality and quantity of work are met.  Responsible for addressing and resolving employee concerns, whether directly or indirectly disclosed.
• Oversee the communication channels of the technical support function interfacing with channel partners, sales representatives and end users.
• Enable ongoing training and development of subordinates.
• Review, develop, implement and revise processes and procedures within the technical support and returns areas assigned to ensure continuous improvement activities such as implementation of lean principles and management/implementation.
• Develop and optimize process between logistics, engineering, purchasing, and operations to support technical support and returns processing.
• Identify and develop reporting requirements, service levels, and communications with internal/external customers to ensure business needs are being achieved.
• Ensure practices are consistent with Dentsply Sirona policies and procedures as well as relelvant FDA, ISO, EPA and OSHA guidelines and regulations. Ensures full compliance with regulatory, safety and Human Resources programs.
• Create, implement, execute and enforce service policies and procedures.
• Identify and implement cost savings opportunities through the utilization of technology.
• Drive operational excellence (OpEx) initiatives through the utilization of lean six sigma methodology that yields in process improvement, cost savings and/or a defined organizational benefit.
• Attend meetings with cross functional team members to solve customer/product return issues.

Your Profile:

• Bachelor’s Degree preferred or equivalent combination of education and experience.
• Lean Six Sigma green belt certification is a plus.
• Several years experience in a customer service environment, preferably with technical background and returns preferred.  Previous supervisory and/or lead experience in a service environment is a plus.
• Proficient in Microsoft Office based systems, demonstrated ability to utilize data for presentation of thought and decision making.
• Advanced understanding of lean principles and experience implementing in an operational environment.
• Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports.
• Excellent Germand and English oral and written communication skills
• Strong organizational skillset with orientation towards detailed work
• Working knowledge of SAP preferred or similar ERP systems.
• Customer focused orientation with internal and external customers
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and regulatory documentation.  Ability to write routine reports, correspondence and process documents.  
• Ability to define a problem, collect data, analyze data, and reach a definite conclusion.