#Change Makers

Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.


#We Change Dentistry every day. Be part of it.


We are seeking a motivated and experienced Customer Support Manager to join our team at Alliedstar (AS). The Alliedstar 2nd Level Customer Support Manager will be responsible for providing exceptional customer service and technical solutions for Alliedstar Digital Dentistry products. The role is, initially, an an individual contributor, driving Alliedstar in the journey to build the international Support and CARE organization, aiming the delivery exceptional services to internal and external customers.
This management role requires deep technical expertise, strong leadership, customer engagement focus and a strategic perspective aiming to create and optimize support operations, ensuring high levels of customer satisfaction, and driving continuous improvement. As a key liaison between support teams, product owners, global stakeholders, and product development, the manager will act in issue resolution, support readiness, dealer engagement, and contribute to the strategic direction of the department, peering with different stakeholders.


You will be responsible for

• Define and implement technical support systems, processes, and procedures to ensure timely and effective resolution of distribution partner and customer issues
• Develop and implement strategies to enhance partner (dealer) performance. Actively define SLA agreements, training and other related activities with dealers, leading and ensuring the execution and commitment on both sides.
• Manage and act on customer and partner tickets and complaints. Tackle incident management and escalation to ensure swift resolution, ensuring proactive and reactive support to customers, managing inquiries related to our digital solutions and partner products.
• Define, monitor and analyze key performance indicators, support performance metrics, customer satisfaction targets.
• Develop and implement strategies to improve operational efficiency, support quality, and customer satisfaction. As well strategies to enhance support efficiency, quality, and proper complaint handling.
• Provide regular feedback for continuous improvement to different stakeholders. Defining performance trends and providing reports for senior management.
• Act on product tests and feedback loop.
• Continuously refine support processes and tools, ensuring compliance with Quality Management Systems (QMS).
• Being accountable for the financial performance of the area, by planning and overseeing the department’s budget, resource allocation, and technology tools.
• Build, lead, train and mentor a team of customer support specialists, driving a high-performance culture aligned with company goals. Conduct regular performance reviews and foster professional growth through training and development.
• Collaborate with cross-functional teams to ensure alignment of technical support efforts, assisting on the creation of education materials.
• Act as company representative in events, and when dealing with customers and partners.
• Ensure the smooth execution of license management activities such as renewals, invoicing, and updates, ensuring that support staff are equipped to handle these tasks efficiently.

Background & Experience

• Bachelor’s degree in computer science, Information Technology, Engineering, Dental Technology, or a related field. Equivalent work experience in technical support or the dental industry may be considered.
• 5+ years of experience in a technical support role, with at least 3 years in 2nd-level support, in the dental, medical, or healthcare technology sector.
• Fluency in English is required; additional languages are an asset.
• Proven leadership experience in managing global technical support teams, driving performance and engagement in a fast-paced, global environment.

Skills and attributes

• Strong problem-solving skills, with a data-driven approach to performance analysis and process improvements to increase efficiency and customer satisfaction.
• Strong leadership and decision-making abilities, with a strategic mindset.
• Exceptional written and verbal communication skills, capable of liaising with both technical and non-technical stakeholders and representing the organization in events and/or negotiations
• Demonstrated ability to design and implement process improvements that enhance operational efficiency and the customer experience

Requirements

• Working place: Costa Rica
• Flexible working max. 2days of home office possible
• Travelling availability (~20%)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Costa Rica : Heredia || Costa Rica : Alajuela || Costa Rica : Cartago || Costa Rica : San José
Travel Percentage: 0 - 20%
Requisition ID: 16036