Regional Technical Manager

Role Overview

• Manage the technical activities for your region.
• Visit dealer depots quarterly.
• Perform service visits to repair or exchange defective equipment on site, efficiently identify root causes of incidents affecting direct customers, and clearly communicate the next steps.
• Be able to use all necessary tools and accurately record/update all incident-related data (ticket handling, data updates, etc.).
• Coordinate with the CCO Service Center administration and other third parties (e.g., Lenovo, Atos) when required.
• Know the full range of Dentsply Sirona products and services to respond to prospective customer inquiries.
• Be familiar with IT interfaces for our products and those of our competitors.
• Understand how IT infrastructure operates and how it relates to Dentsply Sirona offerings.
• Enter all technical and customer information into Siroforce Local.
• Be able to analyze, identify, and resolve (remotely) customer issues in an analytical manner (e.g., using fault trees).
• Ability to implement the necessary steps to resolve issues (software support, technical engineer, reseller partner or Bensheim C/S).
• Maintain a technical information library, including updating/creating fault trees as part of the continuous improvement process.
• Advise customers/wholesalers on spare parts to order.
• Advise the service center on spare parts to order for field engineers.
• Train direct customers and resellers on our products.
• Pass sales opportunities to the sales owner via SFDC.
• Support promotional activities with the relevant customers.

Requirements

• Several years of experience in a call center or customer-facing role.
• Previous experience in technical sales support / customer service or a similar area.
• Good understanding of clinical workflows in dental practices.
• Experience with digital equipment, preferably CAD/CAM technology.
• Experience in customer relationship management.
• Product and industry knowledge.
• Ability to provide technical support and customer service.
• Excellent command of the local language; English is desirable (spoken and written).
• Computer skills: Microsoft Office (Word, Excel, PowerPoint).
• Contact management systems.
• Internet and email applications.
• Order processing systems.
• Remote support software for PCs, e.g., TeamViewer.

Tech Stack

• Flux
• SFDC
• TypeScript

Benefits

• Equal opportunity employer.
• Right to work in the country where the position is based.
• Application assistance for applicants with disabilities.