Requistion ID: 80624 

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

 

Bringing out the best in people

 

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

 

Working at Dentsply Sirona you are able to:

 

Develop faster - with our commitment to the best professional development.

 

Perform better - as part of a high-performance, empowering culture.

 

Shape an industry - with a market leader that continues to drive innovation.

 

Make a difference -by helping improve oral health worldwide.  

 

 

What We Are Looking For - Scope of Role

We are looking for an experienced and talented Technical Support Specialist that will be responsible for delivering both customer service and advanced technical support to internal and external stakeholders for Dentsply Sirona’s SureSmile Software. Key responsibilities include providing guidance on case planning, software navigation, and related processes via email and telephone.

Given the lean structure of the team, the role requires flexibility and the ability to operate across a broad range of functions. Additionally, as this position supports time zones across the APAC region and operates within a global organization, there is an expectation of availability outside standard business hours.

What Will You Do - Responsibilities for Employment

 

§   Manages all order- and software-related queries from all SureSmile customers

§   Repsonds to calls and/or emails by gathering requested information, creating cases and following or escalate case to resolution

§   Supports software intergratios and exports of STL/DICOM Files

§   Handles end to end management of multiple projects and customer issues

§   Records all order- or software-related queries and follow/escalate to resolution

§   Works as part of a broader customer support team, providing back up and support and sharing responsibility for completion of tasks as required

§   Collaborates across departments including Customer Support, Shipping, Supply Chain , User Maintenance, Manufacturing, and Digital Lab, Field Support Team

§   Documents of all pertinent end-user identification information, including name, practice, contact information and nature of problem or issue

§   Issues escalations, when needed, to appropriate person or department

§   Communicates regularly with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issue

§   Processes orders/changes according to the established department policies and procedures

§   Informs customer of unit pricing, shipment dates, anticipated delays and any additional information including addressing customer billing questions

§   Tracks orders and deliveries to check overdue dispatches and delivery status

§   Manages data updates and shipment files to ensure the work trail and delivery rescheduling

§   Manages return of goods with the shipping and IT department, and ensure correct customs documentation 

§   Monitors open and unconfirmed orders; reviews open physical or digital lab orders, resolving open or unconfirmed orders in the ERP or Manufacturing Web Manager

§   Tracks inventory for all VPro, Dr and Patient Kit Orders in the ERP system and communicates with the warehouse

§   Develops and refines processes and procedures to support continuous improvement

§   Maintains confidentiality of patient information

§   Adheres to all health and safety procedures and policies to ensure a safe working environment

§   Complies with company and departmental policies and administrative requirements.

§   Performs other duties as assigned or as needed

 

Who You Are - Qualifications

 

Education: High School Diploma or GED equivalent required; or relevant degree

 

 

Years and Type of Experience:

§   A minimim of 2 years of experience working in a Customer Support and/or Technical Support environment preferred

§   Dental knowledge and/or experience, preferrably in Orthodontics is a plus

§   Dental certification and/or training a plus

§    

 

Key Skills, Knowledge & Capabilities:

§   Proficient in Microsoft Office Suite, browser-based software, basic computer hardware

§   Proficient in Internet and Email Applications

§   Knowledge of CRM systems

§   Knowledge of technical support software, such as, AX, SAP & Salesforce and SmartSolve

§   Ability to manage difficult  or emotional customer situations in a timely and professional manner

§   Ability to educate or coach customers via telephone, in person, or in a classroom setting

§   Ability to provide technical assistance via TeamViewer for screen sharing and troubleshooting

§   Ability to handle multiple projects simultaneously with w high degree of professionalism and prioritization

§   Strong communication, collaboration, analytical and leadership skills

§   Strong problem assessment, analytical, decision-making, and problem-solving skills

§   Strong customer service and interpersonal skills, including rapport-building, listening and questioning

§   Excellent verbal, written and communication skills

§   Ability to build productive relationships in a global environment

§   Excellent troubleshooting skills

§   Strong documentation skills

§   Multilingual (read, speak, and write) a plus

§   Availability to work 1st, 2nd, 3rd or variable shift

 

How We Lead the DS Way - Key Leadership Behaviors

 

§   Actively articulates and promotes Dentsply Sirona’s vision, mission and values.

§   Advocates on behalf of the customer.

§   Promotes high performance, innovation and continual improvement.

§   Consistently meets Company standards, ethics and compliance requirements.

§   Clear and effective communication with stake holders, which span across multiple levels, socio-geographic areas and functional expertise. 

 

Physical Requirements

Professional Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, stand, speak, use hands, reach with hands and arms, see listen and type.  May need to lift up to 25 pounds. 

 

Environmental Requirements

Professional Work environment:

Work primarily performed in an office environment.  The noise level is usually moderate with limited temperature fluctuations.  May require travel using different forms of transportation. 

 

 

 

 

Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.

We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.

We look forward to receiving your application.

For more information about Dentsply Sirona, please go to www.dentsplysirona.com

Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.