Job Description

Job Purpose
This position reports to the Manager of Digital Support and provides technical product support to our customers and staff to ensure they can effectively use Straumann and our manufacturers products to their full potential, this includes Intra oral scanning, CAD CAM, Laboratory Scanners, Milling Machines and 3D PrintingMain Tasks and Responsibilities

• Provide technical support to dentists and dental technicians via the telephone and via web-based communication tools
• You are on the front line when it comes to solving technical issues for dental clinical staff and dental laboratory technicians.
• Act as an intermediary between customers and remote second level support provided by Straumann and third party equipment manufacturers to solve more complex technical problems
• Act as an intermediary between local customers and remote second level support provided by third party equipment manufacturer to solve more complex technical problems
• Initiating and following up with customers & technical staff on related issues that arise with technical use and updates to the system software during installation and lifetime of the product.
• To provide support with regards to installations of new hardware and software.
• You follow and record all communication and changes with cases and problems of providers in our internal IT system.
• You work closely with your colleagues to ensure that cases and issues are resolved within the cor-rect timeframes.
• Develop and maintain an in-depth understanding of requirement of current clinical practice and products/technologies in key areas of digital dentistry
• Have the capacity to assimilate expert product knowledge and the ability to transfer that knowledge to customers.

• Preferably you are a dental technician or you have a dental background and have worked with digital dental equipment intra oral scanners and dental workflows within the dental industry, Lab scanners and cad-cam helps you gain insight into the client's problems.
• You are experienced in dealing with customers (by telephone), and you provide the right service and support
• You enjoy and can easily work with different IT programmes. We work with SAP and Microsoft Office
• This role can be performed at our head office in Crawley, Sussex or remotely
• You enjoy training and have experience training dental staff
• Strong problem solving skills

• Experience with computer based customer relationship software
• Strong communicator & relationship building skills
• Create productive customer relationships
• You think in terms of solutions and are able to have conversations with technical and non-technical professionals

• You are result-oriented and customer-oriented. You have the will and drive to arrive at the right solution for our customer according to set KPIs
• You focus on providing excellent support and service to your customers
• You are well organized and able to prioritize your daily tasks
• You are able to solve and qualify problems effectively and systematically and provide timely feedback

Straumann Group