After Sales Specialist

Requistion ID: 80647 

Dentsply Sirona is looking for its offices in Rome an:

After Sales Specialist

To improve the after sales end-customer satisfaction via the implementation of the company’s after sales strategic plan. To strengthen the after sales presence in the field within the Italian dental market and to promote sales through after sales successes. To support Dentsply Sirona’s equipment dealers’ network, service partners and the end user customers with Dentsply Sirona CTS Solutions.

Key responsabilities:

•        Ensure aftersales end customer satisfaction for the whole CTS product portfolio.
•        Support the existing dealer network and service partners on escalated case as a technical specialist for the whole product portfolio, through joint on-site customer visits and specialistic consultation.
•       Provide technical support to direct customers.
•       Execute service visits to install, maintain, repair and exchange faulty equipment onsite by effectively understanding end customer incident root cause(s), and effectively communicate the next steps.
•       Coordinate with CCO stakeholders (e.g. sales, customer service, remote technology service), Dealers, 3rd level support and other 3rd parties (e.g., Lenovo, Atos) when necessary to resolve issues.
•       Preparation and participation in trade shows and exhibitions.
•       Travel to attend customer facing events.

·       Implementation of technical trainings and support for dealer service engineers in Italy.

·       Delivery of product trainings for end users.

·       Record and track all pertinent information received on product problems and complaints.

Participate in company’s after sales projects.

·   Ensure all Technology Services related tools are maintained/operated in a coherent fashion.

·  Use & maintain accurate data in Dentsply Sirona CRM tools (namely Salesforce, Siroforce) to record and manage product complaints and plan all day-to-day/month-to-month after sales activities.

Education:

High School diploma or similar qualification in biomedical engineering, Mechanical Engineering, Bioinformatics, Information Technology, or a relevant field. Bachelor’s degree is preferred.

Years and Type of Experience:

·       Some years of call center/customer facing experience.

·       Previous experience in Technical Support / Customer Service background or similar.

·       Good understanding of clinical workflows in practices.

·       As an extension to the above experience, a dental field related experience is desirable.

·       Able to use CRM tools.

·       Familiarity with the dental/medical practice and hospital environments.

Key Skills, Knowledge & Capabilities:

·       Has effective technical and error troubleshooting skills (IT, Electronics, Electro-pneumatic systems)

·       Competent IT networking knowledge.

·       Enthusiastic, efficient, and highly organised – desire to constantly improve efficiencies and customer focus.

• Ability to work individually and within a highly collaborative team environment.

·       Structured and clear thinker – ability to prioritise a demanding workload through business planning and territory management.

·       Computer literate: Word, Excel, Outlook, PowerPoint

·       Excellent communication skills, including presentation skills.

·       Highly numerate & strong financial skills.

·       Fluent in Italian and professional level of English. Further languages of advantage.

·       Able to undertake regular business travel across Italy, i.e. 1 – 2 nights per month, (2 – 3 during induction phase and occasional overseas for 3 - 4 nights).

We invite candidates to exclude from their CV any information related to gender, marital status, caregiving responsibilities, or any other details that are not relevant to the selection process.