This role can be based everywhere in the UK but preferable location in South-East UK.
Overview
Are you enthusiastic about creating smiles by transforming the dental industry? Join our dynamic team as a Product & Sales Support Specialist. In this pivotal role, you will be the expert on all SDIS-related issues, driving our success by providing exceptional technical support and customer service. You will play a crucial role in assisting medium to small customers with technical queries and supporting our sales representatives with expert advice.
Working in close collaboration with the Customer Services Team, you will handle inbound calls, provide technical support, and proactively engage with customers during quieter periods to address any potential issues. Your role will be essential in ensuring our customers receive the highest level of support and maintaining our brand’s excellence.
Your technical expertise and problem-solving skills will empower our sales force and ensure customer satisfaction. This is an exciting opportunity to shape the future of dental care by supporting innovative products and driving their success. If you have a passion for technical support, a keen understanding of dental implants, and a desire to make a tangible impact, we want to hear from you! Join us and be part of a team dedicated to making a difference in the world of dental health.
This role will be accountable for:
1. Technical Expertise: Serve as the primary technical resource for the Customer Services Team, ensuring that complex technical queries are resolved accurately and efficiently. Stay updated on the latest product developments and technical specifications.
2. Customer Support: Provide exceptional support to medium and small customers, ensuring their technical issues are resolved promptly and effectively. Maintain a high level of customer satisfaction by delivering accurate and reliable solutions.
3. Proactive Issue Resolution: During quieter periods, conduct outbound calls to follow up on identified issues such as high failure rates, proactively addressing potential problems before they escalate.
4. Sales Support: Assist sales representatives (Territory Managers) by providing detailed technical information and support for customer-facing queries.
5. Record Keeping: Maintain detailed and accurate records of customer interactions, technical issues, and resolutions in the customer relationship management (CRM) system.
6. Training and Development: Provide training and support to colleagues and customers as needed, enhancing their understanding of our products and their applications.
7. Feedback Integration: Communicate frequently with the Product Manager to relay customer feedback and technical issues.
This role will be responsible for:
1. Inbound Technical Support: Handle inbound calls from customers with technical queries about dental implant products, providing expert advice and solutions.
2. Outbound Customer Care: Conduct outbound calls during quieter periods to follow up on identified issues, ensuring proactive problem resolution.
3. Customer Interaction: Assist medium to small customers who do not have direct access to a field sales representative.
4. Technical Assistance for Reps: Provide technical support to sales representatives (Territory Managers) for customer-facing queries.
5. Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions in the CRM system.
6. Training: Stay updated on the latest product developments and technical specifications to provide informed support and training.
7. Feedback Loop: Communicate frequently with the product development team to relay customer feedback and technical issues.
Requirements
Experience:
* Proven experience in technical support or a related role within the dental or medical device industry.
* Experience working in a cross-functional team environment.
* Track record of successfully resolving customer technical issues and enhancing customer satisfaction.
* Experience engaging with customers and gathering feedback.
Knowledge:
* In-depth understanding of dental implants and related technologies.
* Strong knowledge of customer service principles and best practices.
* Proficient in analysing technical issues and providing data-informed solutions.
Qualifications:
* Bachelor’s degree in Biomedical Engineering, Dentistry, or a related field.
* Relevant certifications in technical support or product management.
* Proficiency in CRM software and other customer service tools.
* Excellent written and verbal communication skills.
* Strong project management skills.
* Advanced internal and external networking skills.
Personal Attributes
* Results-Oriented: Highly driven to achieve targets and deliver exceptional results.
* Organised and Logical: Well-organised with a logical approach to problem-solving.
* Customer Focused: Deeply understands and prioritises customer needs.
* Stakeholder Engagement: Champions their cause and ensures all stakeholders are fully engaged.
* Can-Do Attitude: Approaches challenges with a positive mindset.
* Ownership and Responsibility: Prepared to take ownership and assume responsibility.
* Decisive and Collaborative: Makes decisions decisively yet collaboratively.
* Self-Starter: Proactive and able to work to tight deadlines.
* Networking Skills: Advanced internal and external networking abilities.
* Engaging: Able to energise and engage sales teams.
* Challenging: Skilled at appropriately challenging colleagues to drive improvement.
* Big Picture Perspective: Sees the broader business context.
* Emotionally Intelligent: Emotionally aware and considerate of the needs of others.
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