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Product & Sales Support Specialist (Straumann & Biomaterials)

3 months ago

Shetland Islands, United Kingdom Straumann Full time

This role can be based everywhere in UK but preferable location in South-East UK.

 

Overview
Are you enthusiastic about creating smiles by transforming the dental industry? Join our dynamic team as a Product & Sales Support Specialist. In this pivotal role, you will be the expert on all SDIS-related issues, driving our success by providing exceptional technical support and customer service. You will play a crucial role in assisting medium to small customers with technical queries and supporting our sales representatives with expert advice.
Working in close collaboration with the Customer Services Team, you will handle inbound calls, provide technical support, and proactively engage with customers during quieter periods to address any potential issues. Your role will be essential in ensuring our customers receive the highest level of support and maintaining our brand’s excellence.
Your technical expertise and problem-solving skills will empower our sales force and ensure customer satisfaction. This is an exciting opportunity to shape the future of dental care by supporting innovative products and driving their success. If you have a passion for technical support, a keen understanding of dental implants, and a desire to make a tangible impact, we want to hear from you Join us and be part of a team dedicated to making a difference in the world of dental health.

 

This role will be accountable for:
1.    Technical Expertise: Serve as the primary technical resource for the Customer Services Team, ensuring that complex technical queries are resolved accurately and efficiently. Stay updated on the latest product developments and technical specifications.
2.    Customer Support: Provide exceptional support to medium and small customers, ensuring their technical issues are resolved promptly and effectively. Maintain a high level of customer satisfaction by delivering accurate and reliable solutions.
3.    Proactive Issue Resolution: During quieter periods, conduct outbound calls to follow up on identified issues such as high failure rates, proactively addressing potential problems before they escalate. Ensure a proactive approach to customer care and problem-solving.
4.    Sales Support: Assist sales representatives (Territory Managers) by providing detailed technical information and support for customer-facing queries. Working in close collaboration with the Product Manager, equip the sales team with the knowledge needed to support their clients effectively.
5.    Record Keeping: Maintain detailed and accurate records of customer interactions, technical issues, and resolutions in the customer relationship management (CRM) system. Ensure all documentation is up-to-date and accessible for future reference.
6.    Training and Development: Provide training and support to colleagues and customers as needed, enhancing their understanding of our products and their applications. Develop training materials and resources to support this initiative.
7.    Feedback Integration: Communicate frequently with the Product Manager to relay customer feedback and technical issues. Contribute to product improvements by providing insights and recommendations based on customer experiences.

 

This role will be responsible for:
•    Inbound Technical Support: Handle inbound calls from customers with technical queries about dental implant products, providing expert advice and solutions.
•    Outbound Customer Care: Conduct outbound calls during quieter periods to follow up on identified issues, such as high failure rates, ensuring proactive problem resolution.
•    Customer Interaction: Assist medium to small customers who do not have direct access to a field sales representative, ensuring they receive the same high level of support.
•    Technical Assistance for Reps: Provide technical support to sales representatives (Territory Managers) for customer-facing queries, ensuring they have the necessary information to assist their clients.
•    Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions in the customer relationship management (CRM) system.
•    Training: Stay updated on the latest product developments and technical specifications to provide informed support and training to colleagues and customers as needed.
•    Feedback Loop: Communicate frequently with the product development team to relay customer feedback and technical issues, contributing to product improvements.


Requirements
Experience:
•    Proven experience in technical support or a related role within the dental or medical device industry.
•    Experience working in a cross-functional team environment, collaborating with product management, sales, and other departments.
•    Track record of successfully resolving customer technical issues and enhancing customer satisfaction.
•    Experience engaging with customers, gathering feedback, and translating insights into actionable improvements.
Knowledge:
•    In-depth understanding of dental implants and related technologies. Familiarity with Straumann products is a plus.
•    Strong knowledge of customer service principles, techniques, and best practices.
•    Proficient in analysing technical issues and providing data-informed solutions.
•    Qualifications:
•    Educational background: Bachelor’s degree in Biomedical Engineering, Dentistry, or a related field.
•    Relevant certifications in technical support or product management are helpful.
•    Proficiency in CRM software and other customer service tools.
•    Excellent written and verbal communication skills, with the ability to explain complex technical information clearly and concisely.
•    Strong project management skills, with the ability to manage multiple tasks simultaneously and meet deadlines.
•    Advanced internal and external networking skills to build and maintain relationships with key stakeholders and partners.

 

Personal Attributes
•    Results-Oriented: Highly driven to achieve targets and deliver exceptional results.
•    Organised and Logical: Well-organised with a logical approach to problem-solving and decision-making.
•    Customer Focused: Deeply understands and prioritises customer needs, with demonstrable evidence of this understanding.
•    Stakeholder Engagement: Champions their cause and ensures all stakeholders are fully engaged in the development and delivery of plans.
•    Can-Do Attitude: Approaches challenges with a positive, solution-oriented mindset.
•    Ownership and Responsibility: Prepared to take ownership and assume responsibility for business initiatives and outcomes.
•    Decisive and Collaborative: Makes decisions decisively yet collaboratively, balancing democratic input with effective leadership.
•    Self-Starter: Proactive and able to work to tight deadlines, while also seeking support and guidance when necessary.
•    Networking Skills: Advanced internal and external networking abilities to build and maintain valuable relationships.
•    Engaging: Able to energise and engage sales teams, fostering a sense of 'followship' and commitment.
•    Challenging: Skilled at appropriately challenging colleagues and stakeholders to drive improvement and innovation.
•    Big Picture Perspective: Sees the broader business context and prioritises actions accordingly.
•    Emotionally Intelligent: Emotionally aware and considerate of the needs of others, creating a high-performance working environment.