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    Global Support Coordinator - Madrid, España - Institut Straumann AG

    Institut Straumann AG
    Institut Straumann AG Madrid, España

    hace 4 días

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    Descripción

    About The Role
    Straumann partners with passionate people who fit in with the agile dynamics of our sized-for-success company. People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations.The Connected Customer Solutions (CCS) Global Support Coordinator plays a pivotal role in the global governance of our CCS portfolio, overseeing the entire lifecycle of our products and ensuring seamless support operations. This role involves developing and managing support concepts, monitoring portfolio performance, and driving continuous improvement initiatives to ensure our support frontline teams deliver high-quality support services. All in all, the CCS Global Support Coordinator will collaborate closely with internal teams, external manufacturers, and support agents to optimize support services and enhance customer satisfaction.

    Responsibilities :

    • Assist with tests and validation during and after the concept/launch phase, ensuring alignment with company standards and customer expectations.
    • Manage support topics, processes, and documentation, ensuring accuracy, completeness, and accessibility for support agents.
    • Assure launch readiness by creating, releasing, and promoting documentation, training support agents, and populating the ticketing tool with relevant information.
    • Monitor 1st-level support performance per country/product line. Assisting them in achieving support KPIs, by intervening in critical tickets to speed up resolution, ensuring customer satisfaction, and leveraging strong analytical and problem-solving skills to identify and address technical issues and solutions.
    • Manage support topics with suppliers by aligning, and tracking support processes, warranty processes, spare part and maintenance, and service level attendance together. Collaborating with internal teams and external partners to drive continuous improvement in support operations.
    • Assure support data quality by maintaining the support data in the ticket tool and tracking 1st-level ticket handling performance to ensure accuracy and completeness. Oversee and lead the continuous improvement of ticketing handling by 1st level agents.

    Profile :

    • Practical experience or academic background in dentistry, dental technology, or related fields.
    • Proficiency in Digital Dentistry technologies, particularly dental CAD/CAM systems.
    • Strong digital literacy, adept at utilizing digital tools and technologies effectively.
    • Experience in Customer Care, including customer support operations, and/or other after-sales roles.
    • Project management skills, capable of handling multiple tasks simultaneously.
    • Strong organizational abilities combined with excellent communication level, ensuring efficient management of support processes, documentation, and projects.
    • Problem-solving skills, adept at addressing complex challenges in support cases and processes, supplier relations, efficiency gain, and customer satisfaction.

    Skills and Attributes

    • Fluent in English (other languages are an asset)
    • Strong analytical and problem-solving skills, with the ability to identify and address technical issues and their solutions.
    • Knowledgeable in process & documentation, process monitoring, and data analysis
    • Excellent communication and interpersonal skills, with the ability to work effectively with internal customers, as well as with cross-functional teams.
    • Strong customer focus
    • Quick learner, agile, proactive, and organized
    • Familiar/friendly with technology and software
    • Team player with an open and positive attitude as well as a high level of integrity, commitment, and ethics
    • Ability to work well under pressure and meet deadlines
    • Comfortable working within a fast-paced, global business environment and different time zones

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

    Employment Type: Full Time

    Alternative Locations: Spain : Madrid || Germany : Munich

    TravelPercentage: 0 - 10%

    Requisition ID: 13341

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