Digital & Customer Success Specialist (Dental

3 months ago

Port Melbourne, Australia Straumann Full time

**OBJECTIVE**:
This position reports to the Digital Usage and Sales Support Manager. The Digital & Customer Success Specialist is responsible for providing 1st line helpdesk technical support to Straumann Group customers, assisting them with hardware and software problems via central phone system, ServiceCloud / Salesforce, and TeamViewer.

In addition, they will help our customer achieve their desired outcomes through software, hardware, and solution guidance. They will also understand the customer needs and provide value through insights, solution demos and consultation.

This role will be 80% office or home based, and 20% field and project based with the need for off-site activities as listed below.
- equipment & Software demonstrations.
- capital equipment installation and staff training.
- dental exhibitions & digital education
- onsite troubleshooting

**KEY RESPONSIBILITIES**:

- Provides immediate and direct technical telephone support using workspace. Support products including but not limited to:

- Rapidshape P-Series PRO20, PRO30 and PRO50
- 3Shape, full range of Trios Scanners & limited Studio Apps support
- Straumann Sirios
- full Straumann Group prosthetic portfolio as well as CADCAM Solutions incl, Createch, Cares and 3rd party connectivity
- Software and Service Solutions incl. coDiagnostiX, Smilecloud, Smile in a Box, Straumann AXS
- Remote support using our internal ticketing system and remote access tools; TeamViewer.
- Helping customers to adopt and use our product and service to its full potential.
- Tracking customer usage and pre-defined success metrics with PowerBi and identify areas where customers require further assistance.
- Building and maintaining strong key customer relationships through service & support.
- Working with customers and sales teams to develop and implement plans to achieve their desired outcome.
- Responds in a timely manner to customer inquiries, concerns and complaints ensuring fast resolution and customer satisfaction.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and Service Level Agreements set by HQ and the local organization.
- Take ownership of user problems and be proactive when dealing with user issues
- Log all support calls and maintain full documentation of software and hardware issue on our ticketing system.
- Coordinates with our 2nd & 3rd line support and manufacturers to provide resolutions for complex support queries which can’t be resolved in-house
- Collaborates with our Implant, Clear Correct Sales Team, and Business Development Managers on complex digital sales.
- Concisely documents problem description and resolution, if appropriate. Individual reports and summary reports to be completed in a timely fashion. Highlights trends, indicates comparisons, and offers recommendations for continuous improvement.
- Management of capital equipment orders, set up, bench test, communicate internally and logistics timely.
- Travel interstate and to New Zealand to install and train customers on Straumann digital products.
- Support Product Management, Education and Customer Service where necessary with expertise and assistance on digital and restorative related topics.

**Education**:

- Qualified Dental Technician with minimum 5 years lab experience would be highly regarded.
- CAD/CAM experience on Exocad and 3Shape
- 3D Print experience, beneficial with the Rapidshape, DLP system
- Comprehensive IT knowledge
- Straumann Group or general Implant restorative knowledge

**Personal Attributes**:

- acting with a sense of urgency, pro-active to anticipate and avoid problems and seize opportunities to help customers.
- Customer-Centric, deep understanding of our customers’ needs and challenges and desire to resolve timely.
- Strategic thinking to develop plans to resolve and evolve a customer to achieve their desired outcomes.
- Ability to analyse data and identify potential business solutions for customers based on customer values and ambitions.
- Ability to build mutually beneficial relationships based on trust and respect.
- Results-orientated and able to work both independently and within a team.
- Excellent written and verbal communication skills.
- Excellent understanding of PC hardware set-up and configuration

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