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Senior Technical Support Manager, Large Equipment in Hatfield, Pennsylvania at KaVo Kerr

Date Posted: 1/5/2019

Job Snapshot

Job Description

Job ID: KAV003545

About Us

KaVo Kerr is a cohesive organization comprised of two global leaders, united to provide dental excellence and serve as a single premier partner for the dental community.  KaVo Kerr operates with a common vision inspiring and helping our customers, their patients and our own associates realize their potential.  KaVo Kerr offers solutions for endodontics, restoratives, treatment units, infection prevention, imaging, rotary and instruments.


Description

The primary function of this position is to proactively manage the North American Kavo Kerr – Large Equipment Imaging Technical Support department, monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Danaher Business System (DBS) tools. The candidate will have strong interpersonal skills, be customer focused, and results driven. It is desired that the Senior Technical Support Manager possesses the following: project management certification or strong knowledge; six sigma, lean, or continuous process improvement experience; and experience in a related medical/dental field.

  • Provide leadership and direction for Technical Support Supervisors/Managers and Technical Support Representatives.
  • Responsible for day-to-day support operations within the Technical Support group.
  • Establishes and maintains escalation procedures to ensure timely and accurate resolution of customer issues.
  • Proactively takes control and manages highly escalated customer issues to resolution.
  • Provide timely follow-up communications and keep commitments.
  • Tracks and drives improvement on departmental Key Performance Indicators (KPIs)
  • Performs root-cause analysis on KPI underperformance. Develops and implements both short-term and long-term countermeasures, to improve performance both immediately and systematically for the future.
  • Regularly evaluates talent, develops succession plans, and takes organizational actions to ensure the development of individual associates and external hiring of critical talent needs.
  • Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources.
  • Frequently interacts with subordinates and/or peer group managers involving matters between departments or functional areas. Often leads a cooperative effort among members of a project team.
  • Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development. Reinforces desired behaviors.
  • Able to travel as required (Up to 25% travel).

RELATIONSHIPS

INTERNAL RELATIONSHIPS

  • VP, Customer Care
  • Technical Support Managers
  • Technical Support Supervisors
  • Technical Support L1 technicians
  • Technical Support L2 technicians
  • Technical Support L3 technicians
  • Special Markets technicians
  • Field Support technicians
  • Customer Service departments
  • Sales departments
  • Quality departments
  • Engineering departments
  • Product Management departments

EXTERNAL RELATIONSHIPS
  • KaVo Kerr customers
  • Henry Schein

Job Requirements



Qualifications

REQUIREMENTS:

  • Bchelor's degree ; Master's degree desired
  • 5+ years call center management/technical support/help desk experience
  • 5+ years of managing managers, supervisors or other leadership and demonstrating management experience
  • 5+ years’ experience with customer focused performance metrics and continuous improvement management, budget management, resource management, and staff performance evaluations

PREFERRED SKILLS/EXPERIENCE:
  • Ability to diffuse difficult situations as well as develop plans and track associated issues to completion
  • Demonstrated process development and implementation experience.
  • Proven experience of learning and applying new skills quickly
  • Ability to positively adapt to rapidly growing and changing environment, while working under pressure.
  • Excellent written and verbal communication skills
  • Demonstrated history of excelling in previous positions, with growing leadership and management responsibilities
  • Business and political acumen
  • Technical proficiency
  • Communication – Must be able to effectively communicate in both written and verbal forms at all levels of the business, including internal/external customers, distributors, suppliers, peers, colleagues, other departments, other Danaher businesses, and executive management.
  • Leadership – Must be able to inspire others to act on key initiatives.
  • Results Orientation – Must do what it takes to deliver results.  Have a strong desire to win and be self-driven.
  • Team/Customer Focus – Must have effective listening skills and be able to handle sensitive situations both internally and externally.
  • Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
  • Flexible/Creative – Must be able and willing to think outside of the box to create solutions, and demonstrate flexibility within the role.
  • Positive Attitude – Does what it takes to successfully accomplish goals
  • Soft Skills- The ability to engage customers verbally in a professional manner


Danaher Corporation and all Danaher 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.


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Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and industrial solutions. Our globally diverse team of 59,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #144 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 2,000% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.