Technical Support Supervisor

Job Description:

Join our Team!  DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.  We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

Who is DEXIS and why should you join the team?  

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.   

We also offer: 

• Competitive Pay and Bonuses.  
• Vacation, Sick leave, and Paid Holidays.  
• Employee Referral Program
• Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave
• Medical, Dental, and Vision Insurance Benefits
• Community involvement opportunities & employee appreciation events.  
• State of the art, climate-controlled facility.  
• Gourmet coffee, beverages, snacks, and lunches are available in our café.  
• Employee Lounge with ping-pong table and football table for downtime and employee fun!  

Where are we?  

We are located at Ultrapark 1, La Aurora, Heredia.
 

POSITION SUMMARY

The primary function of this position is providing day-to-day leadership and supervision of the Costa Rica DEXIS technical support team monitoring performance and quality metrics to identify and drive continuous process improvement through the use of Envista Business System (EBS) tools. The candidate will have strong interpersonal skills, customer focused, and results driven.

This position will be an onsite in-office role, with core department hours of 7:00am – 5:00pm CT.

Essential Duties and Responsibilities

• Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
• Assist other Technical Support leadership in developing and implementing countermeasures for continuous improvement
• Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
• Ensure moderate to expert product knowledge exists within self and direct reports
• Ensure ISO and FDA requirements are met within functional area
• Manage customer escalations to resolution
• Document session notes and complaints in appropriate systems.
• Handle other duties and projects as assigned

Job Requirements:

The Technical Support Supervisor must be hands-on and detail-oriented, but also able to see the big picture.  This role will have direct influence and impact to the Technical Support team members.  Consistency in applying policies and procedures is critical.  This role is very customer focused providing accurate information to all relevant constituents.  The individual must be a professional, who can deliver results and develop the talent in their group.   The Technical Support Supervisor must have strong interpersonal and communications skills.  The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people.  The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.

MINIMUM REQUIREMENTS

• 4-year college degree or equivalent industry experience.
• 3 years of previous leadership experience
• 1 year call center management/technical support/help desk leadership experience
• 3 years Advanced troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
• Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)

PREFERRED REQUIRMENTS 

• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
• Understanding lean management via Envista Business System (EBS)
• Leadership – Must be able to inspire others to act on key initiatives.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Influence – Must be able to influence direct reports, peers, leadership staff, internal and external customers.
• Results orientation – Must consistently deliver results.
• Communication – Must be able to effectively communicate in both written and verbal forms.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Positive Attitude – Does what it takes to successfully accomplish goals

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.