Dental Technician

About the role

Independent process-compliant transfer of customer inquiries from Global Customer Care from the available communication channels, if necessary upgrading the automatically generated cases through targeted inquiries according to process specifications. Creation of cases in the available CRM system either Laboratory Materials or Digital, Clinical. Independent process-compliant support from minor or medium (Class I) to severe (Class II) impairment of use or critical (Class III, with support if necessary) impairment of the customer's production or partial / complete system failure.

Key responsibilities

• Transfer customer inquiries from Global Customer Care from available communication channels, upgrading automatically generated cases through targeted inquiries according to process specifications
• Create cases in the available CRM system either Laboratory Materials or Digital, Clinical
• Steer non-regulatory cases to the appropriate sub-process
• Provide process-compliant support for minor or medium (Class I) to severe (Class II) impairment of use or critical (Class III, with support if necessary) impairment of the customer's production or partial / complete system failure
• Provide customer contact for advice and/or problem solving in local or English (other languages optional, possibly in cooperation with other support locations)
• Trigger sub-processes as part of finding solutions in the existing CRM system according to WI or other specifications
• Cooperate with internal 3rd level support, e.g. developers or external partners in the event of an unsuccessful solution
• Complete case recording according to the process in the existing CRM system
• Support the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service)
• Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board

About you

• Engineering graduate (4-year degree) or Dental Assistant with commercial training; for Clinical Support roles, a licensed Dentist with at least 5 years of experience
• 2–3 years of customer handling experience, including telephone support
• Proficient in CRM systems and Microsoft Office
• English (C1); Spanish (C1) if assigned to LATAM Support
• Customer-focused, team-oriented, and resilient under pressure
• Willing to travel globally on a limited basis for training or assignments