Job Detail

Company Description

#ChangeMakers
Ready to make an impact?

We develop, manufacture and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.

#WeChangeDentistry every day. Be part of it. 

Job Description

As Head of Customer Support Digital you define and implement customer support strategies for our Digital Business Unit to ensure maximum customer experience over all support related touch points from self-service to remote support and repair.

• Manage and enable the Global Support Competence and Support Excellence teams


• Conceptualize and implement the global vison, strategies, and targets of Customer Support Digital


• Develop and drive programs, processes, and structures to enable customer support in the countries to deliver a great support experience to customers


• Collaborate closely with internal and external suppliers - strategically and operatively - to continuously improve support experience and efficiency


• Ensure customer support readiness for new product launches


• Define and implement global KPI’s and ensure transparency over the whole customer support process to monitor and improve support quality and product quality

Qualifications

• Masters degree in business or medical technology or a related field 


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


• Min. 3 years customer support experience in a comparable industry


• Proven track record in CX management and experience with respective tools. SAP experience is a plus


• Fluent English, any other language is an advantage


• Availability to travel internationally (approximately 30% travel time)


• Highly motivated, performance-driven professional with “can-do” attitude


• Team player with open, positive attitude and respect for others as well as high level of integrity


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


• Strong conceptual and analytical thinking and affinity with modern, digital tools


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


• Comfortable in working within a fast-paced, global business environment and able to adapt to changing situations

Additional Information

This position reports to the Head of Customer Experience and is based at the Corporate Headquarters in Basel, Switzerland. 

What can you expect from us?

• An agile and ambitious environment: We are #ChangeMakers.


• Open, friendly colleagues who collaborate and support each other: We are #Players+Learners.


• The freedom to create and engage in an environment with the opportunity to develop yourself as a person and in your career.


• To work for the No. 1 in Dentistry and one of the leading MedTech companies.


• And many other things!

Please understand that we do not need external support by recruiting agencies and consultants to fill this vacancy. Thank you for respecting this.

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