Technical Support Call Center Leader Imaging EMEA (m/f/d) in Mechelen, Belgium at Nobel Biocare

Date Posted: 8/24/2019

Job Snapshot

Job Description

Job ID: KAV004217

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

Build out and lead a 40-person EMEA Imaging equipment and DTX software technical call center headquartered in Mechelen, Belgium with satellite operations in Finland and Germany. 


Provide hardware and software call center technical support to Nobel and KavoKerr end-users, KavoKerr imaging dealers, and Nobel first level in-country support.

  • Build out team and establish great teamwork across the sites
  • Ensure continuous cycle of training for the call center agents
  • Deploy common tools and establish common procedures with clear ownership
  • Deliver best-in-class customer experience with robust call escalation procedures and attractive call resolution rates
  • Analyze call data for training needs and as input to R&D teams for continuous improvement


Job Requirements



Qualifications

  • Technical call center management experience

  • Multi-cultural experience

  • Customer focused

  • Data driven

  • Solid DBS knowledge (Daily/Visual Management, Problem Solving, Standard Work and Continuous Improvement)

  • Bachelor degree, MBA preferred

  • 10+ years of running a technical service team or help desk

  • Strong communication skills as clear and accurate communication with other Departments and customers is considered crucial

  • Fluent in English (Verbal, Written), German preferred, additional languages a plus.

  • Maintains excellent knowledge of products and a fair knowledge about their use;

  • Strong analytical and mathematical background

  • Ability to work independently

  • Customer service oriented

  • Ability to develop and implement new procedures as required

  • Strong interpersonal skills and the ability to effectively work with many levels and types of people

  • Excellent communication skills

  • Problem solving and solid business decision making skills

  • Planning and organizational ability, very organized, detail oriented

  • Proficient with ACD and CRM Systems

  • The position is based in Mechelen, Belgium, about 25% travel is required.



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 applied solutions. Our globally diverse team of 71,000 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 #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.