Technical Support Manager

Job Description:

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.

Who is DEXIS and why should you join the team?

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.

We also offer: 

Competitive Pay and Bonuses.
PTO, Sick Time and Paid Holidays.
Tuition Reimbursement
Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave 
Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
401K – with exceptional company match starting DAY ONE!!!!
Community involvement opportunities & employee appreciation events.
Newly renovated, state of the art, climate-controlled facility.
Newly built 1200 sq fitness room.
Large outdoor patio area with gazebo.
Gourmet coffee, beverages, snacks, and lunches are available in our café.
Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!

Where are we?

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.  

POSITION SUMMARY

The primary function of this position is providing day-to-day leadership and supervision of the US based DEXIS technical support team. This leader will be monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, and results driven. The Technical Support Manager role will be the on-site support for the technical support supervisors and provide coaching and mentorship on EBS and DEXIS support processed.

Essential Duties and Responsibilities

• Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
• Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement
• Direct line management of technical support supervisors
• Support and collaborate on Customer Experience Department improvement initiative.
• Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
• Ensure moderate to expert product knowledge exists within self and direct reports
• Ensure ISO and FDA requirements are met within functional area
• Manage customer escalations to resolution
• Document session notes and complaints in appropriate systems.
• Handle other duties and projects as assigned

Job Requirements:

The Technical Support Manager must be hands-on and detail-oriented, but also able to see the big picture. This role will have direct influence and impact to the Technical Support team members. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant constituents. The individual must be a professional, who can deliver results and develop the talent in their group. The Technical Support Manager must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.

MINIMUM REQUIREMENTS

• 4-year college degree or equivalent industry experience.
• 4+ years of previous leadership experience
• 3+ year call center management/technical support/help desk leadership experience
• 3+ years of experience with customer focused performance metrics and continuous improvement management, budget management, resource management, and staff performance evaluations
• 3+ years Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
• Advanced proficiency of Microsoft Office Suite

PREFERRED REQUIRMENTS 

• 1 year of DEXIS technical support and EBS

• Dental diagnostic or previous medical/dental device industry experience preferred

• Experience with Envista Business System (EBS) tools preferred
• HDI certification preferred

• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
• Understanding lean management via Envista Business System (EBS)
• Experience in medical/dental field.

Internal relationships:

• Reports to the Director, NA Customer Experience
• Supervises team of Technical Support Supervisors
• Frequently interacts with all functional departments

External Relationships:

• Frequently interacts with end customers, commercial team and partner dealers

Personal Trait Profile

Leadership – Must be able to inform, convince, and persuade others to action on key initiatives

Team/Customer Orientated – Must be willing and able to work closely with other departments, peers, etc.

Interpersonal Savvy – Builds constructive and effective relationships inside and outside the organization. 

Flexible/Creative – Must be able and willing to think outside of the box and demonstrate flexibility within the role.

Results orientation – Must deliver results and have a desire to win.

Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

Communication – must be able to effectively communicate in both written and verbal forms

Positive Attitude – Does what it takes to successfully accomplish goals

Soft Skills – The ability to engage customers verbally in a professional manner

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$78,800 - $146,300

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.