Job Detail

Company Description

We are Straumann.
United for global excellence in dentistry.

Every vision has its story. Ours began more than 60 years ago. Since then our innovations and achievements have become landmarks in dentistry worldwide. Straumann began as a family-owned institute, grew into a publicly owned holding, and today comprises a number of international companies around the world.

The Straumann Group develops, manufactures and supplies dental implants, instruments, CADCAM prosthetics and biomaterials for use in tooth replacement and restoration solutions or to prevent tooth loss.

Job Description

We are looking for you as our new Head Global Customer Support Digital (m/f/x).  In this role you will be part of the Digital Business Unit: Customer Experience. You will define and support the implementation of customer support- and equipment service strategies to ensure shortest resolution times and maximum customer comfort in case of technical issues and support requests. The ultimate goal is to protect and optimize the customer’s investment in Straumann Group’s digital solutions and create confidence-building user experiences. You should be flexible and able to adapt to changing environment and situations with the availability to travel internationally (approximately 30% travel time). The position is based in Basel, Switzerland and reports to the Head Customer Experience.

• Strengthen the Straumann Digital Brand by ensuring a good customer experience


• Lead and enables the 2nd level support team directly and indirectly


• Responsible for the global vison, strategic directions and targets fulfillment of Digital Customer Support and Equipment Service


• Develop and drive programs to achieve optimal knowledge levels of the 1st, 2nd and 3rd level support staff, regarding the digital technologies, products and solutions


• Develop and drive the implementation of customer support structures and processes, for 1st, 2nd and 3rd Level Support internally as well as externally (suppliers)


• Liaise, coordinate and cooperate intensively with internal- and external suppliers strategically and operatively to solve escalated issues and improve the customer experience sustainably.


• Ensure customer support readiness for new product launches


• Define Customer Support Standards, Equipment Service Requirements and implements global KPI’s to monitor and improve product quality as well as support quality


• Ensure transparency over the whole customer support process and maintain and improve the ticketing system from a business perspective

Qualifications

• Masters in a business discipline or medical devise related field


• 7+ years of proven senior management experience in a multinational/ matrix environment


• Min 3 years customer support experience in a comparable industry


• Fluent English spoken and written, any other language is an advantage


• Team player with open, positive attitude, respect for others and a high level of integrity, commitment and ethics


• Strong execution and communication skills and the ability to be a self-starter


• Capability to meet current and future business needs by enabling people to develop and fulfil their potential


• Affinity with modern, digital tools and solutions


• Excellent communication skills, as demonstrated in a multi-cultural and multi-lingual environment

Additional Information

We offer...

• Being part of a dynamic, inspired and engaged team


• Take ownership as an expert


• Make an impact as one of our #ChangeMakers

Marlene Domingues, HR Generalist, is your first contact for further questions you might have.

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