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Dental Wings: Department Manager – Technical Customer Support

Dental Wings

This is a Full-time position in Laval, QC posted July 24, 2021.

Company DescriptionHere at Dental Wings, we have been #PushingTheBoundaries since 2007 to develop the future of digital dentistry.

We believe that the right technology can make Dentistry predictable, enjoyable, and less stressful for patients and dentists alike.When we refer to our vision, we often talk about how our developers and engineers are working to build the next generation of digital dental care.

This philosophy does not stop here: it also extends to offering the best customer experience in the industry.

We empower our employees to perform and make an impact, to question the status quo, to drive change, and to stay ahead of the competition.Headquartered in Montreal (CA), with additional offices in Berlin (DE), Chemnitz (DE) and Lyon (FR) we are part of the Straumann Group since 2017.

Our products are distributed by leading dental companies in over 70 countries around the world.#PushingTheBoundaries every day.

Be part of it.Job DescriptionIn a context of strong business expansion, Dental Wings is looking for a Technical Customer Support Manager seeking a position in a global company with a high-tech environment.

If you have effective leadership skills, a creative and customer-focused approach, and a mind for innovative solutions, come along!

If continuous improvement and strategic vision are part of your work ethic, join our team!

The Technical Support Manager Level 2 will be responsible for:Establishing Technical Customer Support practices.Analyzing metrics and evolving the function.Managing customer complaints and escalations.Managing the team and developing employees in order to become a center of expertise on Dental Wings (DW) products, serving customers and collaborating with internal stakeholders.For The Following DW ProductsAll laboratory scanner solutions (hardware and software).All intra-oral scanner solutions (hardware and software).Main Tasks And ResponsibilitiesPartner with the DBU (Straumann Digital Business Unit) digital customer service to understand and to align on support service, service level agreements (SLAs) and processes.Implement and evolve customer support processes to enhance external customer satisfaction and internal stakeholders’ collaboration.Assess support statistics and prepare detailed reports on the findings.Formulate and revise customer support policies and promote their implementation.Respond to potential regulatory complaints and managing escalated feedback.Work closely with the Program Directors, Product Owners and Product Managers for Clinic / IOS and Laboratory solutions to make sure Voice of Customer is well understood and considered during product development.Manage the Technical Customer Support department.

It includes in particular managing the performance, give feedback, assess and manage training and development needs.

It also includes managing the department’s budget.Other related tasks.

QualificationsTo be successful in this interesting position your profile should include the following:Bachelor’s degree, in business or information technology preferred; Minimum 5 years’ experience as a Customer / Technical Support Manager, preferably within a similar environment (advanced technology and/or digital industry); Have demonstrated strong influence and leadership; Communication, interpersonal and mediation skills; Proficiency andfluency in English and French.Quality and complaint handling experience an asset.Additional InformationOur OfferFlexible hours and floating daysBest of everything: autonomy and teamworkGroup insurance coverageGroup RRSP with employer contributionFree fruit, bagels, coffee and teasLots of social activities (board games, video games, 5@7, etc.)A dynamic and multicultural work environmentAccessible by public transport in the trendy Mile-End district (160 St-Viateur E)Become part of the leading team in the industry: #JoinStraumann and work with us: #WeChangeDentistryand many more things!