Institutional Technical Manager

Responsibilities

• Coordinate and approve institution projects via UGAP or public tenders
• Manage the implementation of institution projects (installation and support)
• Act as the single point of contact for all institutional matters related to technical services
• Serve as the primary technical contact for direct and indirect activities
• Visit the reseller quarterly
• Perform on-site interventions to repair or replace defective equipment
• Be able to use all necessary tools and accurately record/update all incident-related information
• Ensure coordination with the CCO service center administrator and other third parties
• Master other Dentsply Sirona (DS) products/services to respond to potential customer requests
• Have a solid understanding of IT infrastructure and its relation to DS offerings
• Enter all technical and customer-related information into Siroforce Local
• Be able to analyze, identify, and resolve (remotely) customer issues in an analytical manner
• Maintain an up-to-date library of technical information

Requirements

• Degree or vocational training/apprenticeship as a dental prosthetist, field engineer, or equivalent
• Several years of experience in a call center or in customer-facing roles
• Previous experience in technical sales support, customer service, or equivalent
• Good understanding of clinical workflows in dental practices
• Experience with digital equipment; proficiency with CAD/CAM technology (CFAO) is a plus
• Experience in client relations
• Knowledge of products and the industry
• Ability to provide technical support and customer service
• Excellent command of the local language and English (spoken and written) is desirable
• Microsoft Office: Word, Excel, and PowerPoint
• Contact management systems
• Web applications and email clients
• Order processing systems
• Remote support software, e.g., TeamViewer