Technical Support & Returns Manager

Dentsply Sirona, Inc•West Manchester Township, PA

12d

About The Position

As the Technical Support & Returns Manager- US Repair Center, you will lead the returns processing and technical support operations to ensure efficient performance, achievement of service and productivity targets, and continuous improvement through Lean practices. This role fosters a team-oriented environment, ensures compliance with Quality System Regulations, ISO standards, and company policies, and promotes a strong culture of safety and operational excellence. Success in this position requires effective, persuasive communication across multiple functional levels.

Requirements

Bachelor’s Degree required or equivalent combination of education and experience.
3-5 years experience in a customer service environment, preferably with technical background and returns preferred.
Proficient in Microsoft Office based systems, demonstrated ability to utilize data for presentation of thought and decision making.
Advanced understanding of lean principles and experience implementing in an operational environment.
Ability to effectively motivate, train, coach, mentor and provide leadership to direct reports.
Excellent oral and written communication skills
Strong organizational skillset with orientation towards detailed work
Customer focused orientation with internal and external customers
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and regulatory documentation. Ability to write routine reports, correspondence and process documents.

Nice To Haves

Lean Six Sigma green belt certification a plus.
Previous supervisory and/or lead experience in a service environment a plus.
Working knowledge of SAP preferred or similar ERP systems.

Responsibilities

Lead daily technical support and returns processing operations by effectively leveraging resources, processes, and systems to meet customer requirements, schedule adherence, and cost objectives.
Provide strong leadership to direct reports by monitoring work progress, ensuring quality and productivity standards are met, and proactively addressing employee concerns whether formally or informally raised.
Oversee communication channels within the technical support function, ensuring effective coordination with channel partners, sales representatives, and end users.
Drive employee development through performance management activities including evaluations, compensation recommendations, recognition programs, coaching, counseling, Individual Development Plans (IDPs), and corrective actions as needed.
Evaluate, design, implement, and continuously improve processes and procedures within technical support and returns functions, incorporating Lean principles to drive efficiency, cost savings, and effectiveness.
Collaborate cross-functionally with logistics, engineering, purchasing, and operations to optimize processes supporting technical support and returns.
Define and manage reporting requirements, service level metrics, and communication strategies to ensure alignment with internal and external customer expectations.
Ensure compliance with company policies and applicable regulatory requirements, including FDA, ISO, EPA, and OSHA standards, as well as adherence to safety and HR programs.
Lead full-cycle talent management activities including interviewing, hiring, onboarding, and training new team members.
Ensure adherence to complaint handling processes and regulatory requirements.
Promote and maintain a culture of safety, quality, and operational efficiency within the U.S. Repair Center.
Develop, implement, and enforce service policies and procedures to support consistent operational performance.
Identify and implement cost-saving opportunities through the effective use of technology and process improvements.
Partner with cross-functional teams to resolve customer and product return issues, ensuring timely and effective solutions.