Technical Sales Support Manager

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

• Improve the after sales end-customer satisfaction via providing input for and implementing the company’s after sales strategic plan in Iberia & Italy.
• Strengthen the after sales presence in the dental market in Iberia and Italy and to promote sales through after sales successes through effective management of the engineer team.
• Support the end user customers and dealer partners with Dentsply Sirona Digital Products.
• What Will You Do - Responsibilities for Employment
• Leading 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
• Talent acquisition and performance management / development for team leads and teams composed of Technical Support Specialists, Field Service Technicians and Service Administrators.
• Identifying, orchestrating, and managing external suppliers.
• Close communication to stakeholders (within CCO and with central teams).
• 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.
• Budget / cost management.
• Technical service positioning and price setting.
• Implement and ensure operational excellence of all Technology Services processes in the daily after-sales operations.
• Implementation of (local) technical trainings and support for engineers in the CCO and partners.
• Exchange knowledge and learnings between CCOs and the central team.
• Promote sales opportunities through company sales specialists / dealer network.
• Who You Are - Qualifications
• Education: Degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, Bioinformatics, Information Technology, Natural Science, or a relevant field.

Requirements

• Minimum of 5 years of leadership experience in technology-related field, preferably in dental, healthcare or life sciences.
• Demonstrated success in a senior level service role managing technical products.
• As an extension to the above experience, a sales related work experience is desirable.
• Excellent previous technical experience of DS (or other equivalent dental equipment manufacturer) products (Treatment Centres & Imaging or Treatment Centres & Cad/Cam) is desirable.
• Experience in designing, developing, launching, or driving adoption of technology services and products is a plus.
• Good knowledge of common CRM tools is a plus.

• Proven problem solver.
• Advanced analytical and business strategy skills related to service-line and support program development in technology-related industries.
• Compelling and clear vision and communication skills for internal and external stakeholders. 
• Strong drive to meet timelines, establish clear priorities and hold self and others accountable for results.
• Strategic orientation balanced with a detailed mindset for complex projects.
• Enthusiastic, efficient and highly organized – desire to constantly improve efficiencies and customer focus.
• Structured and clear thinker – ability to prioritize a demanding workload through business planning.
• Has effective technical and error troubleshooting skills (IT, Electronics, Electro-pneumatic systems, and manual technical skills).
• Fluent in English, further languages (Spanish, Italian, Portuguese) of advantage.
• Able to undertake regular business travel across Iberia and Italy.