Technical Services Supervisor, Product Support

Product Services Supervisor

We are looking for an experienced and talented Product Services Supervisor to join our team. This individual will be responsible for directly managing a team of CAD/CAM product support specialists through daily support, coaching, and development. This includes establishing performance goals, providing formal one-on-one feedback on call handling and troubleshooting, and writing and delivering performance evaluations. This role also includes overseeing daily operations, optimizing workflows and ensuring the delivery of high-quality technical assistance to dental professionals using our CAD/CAM Systems. The ideal candidate will possess strong leadership capabilities, deep technical knowledge of dental CAD/CAM systems and a commitment to customer satisfaction.

Key Responsibilities:

• Oversees day-to-day support for dental CAD/CAM software and hardware, including intraoral scanners, milling machines, and design platforms
• Ensures timely and accurate answers are provided to customers across time zones and support channels (phone, email and remote sessions)
• Provides guidance on complex troubleshooting scenarios including software crashes, hardware calibration, network connectivity issues and third-party systems integrations
• Maintains an open environment that encourages team member participation in process improvements and problem resolution
• Serves as an escalation point for product support specialists, ensure consistency of performance standards within the department, and escalate customer issues when necessary
• Evaluates individual and team productivity on a regular basis and guide the development of solutions to improve performance at the individual and team level
• Monitors call and ticket quality and provide appropriate formal and ad hoc coaching to team members
• Coaches employees on career development and growth opportunities and support the development of action plans to facilitate their desired outcomes
• Manages attendance and punctuality in alignment with corporate policy guidance and departmental practices
• Coordinates work schedules and vacation time to ensure department needs are met
• Ensures team members are up to date on current initiatives and priorities
• Creates and maintain a high level of employee satisfaction and minimize turnover
• Promotes excellent relationships with other departments by reinforcing communication around service trends, process updates, and quality issue intervention
• Oversees the support representatives training and help ensure their readiness to support customers
• Perform other duties as necessary

Education:

• Minimum 2-year College Degree required
• Bachelor's Degree preferred

Years and Type of Experience:

• Minimum of 4 years' experience in CAD/CAM Technical Support on phone and/or training of related work experience
• Previous leadership or management experience in CAD/CAM Technical Support
• Experience with customer service-related work
• Experience with troubleshooting equipment, technology and related products
• CAD/CAM and Digital Dentistry experience preferred
• Must be experienced in troubleshooting computer hardware, Windows Operating Systems, and Applications and/or experience installing and troubleshooting computer networks