Job Overview:
We are seeking a highly organized and detail-oriented Program Manager to join our team. As a Program Manager, you will manage the EdgePRO Customer Care Team and coordinates implementation, training support and overall case coverage with field team members to ensure that program execution adheres to established schedules, specification, and budgets.

Duties:
1. Manage and assist the EdgePRO Customer Care Team to continue to provide best-in-class, quality support for our EdgePRO customers.

2. Collaborate cross-functionally with Biolase to find timely and satisfactory resolutions for escalated issues while minimizing disruption to sales and commercial operations.

3. Work with EdgePRO Management to escalate unresolved issues as needed ensuring prompt escalation and resolution of critical issues.

4. Track and analyze open and recently closed cases to identify recurring issues or patterns in escalated cases and recommend proactive solutions.

5. Maintain records for installation, training support, and case coverage with Area Sales Managers and Field Service Engineers.

6. Ensure contracts, financing and site surveys are complete and accurate to make sure training and installation dates can be met.

7. Verify and maintain training materials, training timeline, and troubleshooting techniques.

8. Collaborate with Area Sales Managers to understand their EdgePRO specific needs and requirements for upcoming trade shows, demos, and events.

9. Manage inventory levels of EdgePRO event and promotional material.

10. Work cross-functionally with Finance department to collect EdgePRO Accounts Receivable

11. Manage the EdgePRO Extended Warranty Program

12. Act as a primary point of contact for EdgePRO Customers when escalation is necessary.

13. Other duties assigned.

Skills/Abilities:

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Strong supervisory and leadership skills.

· Ability to function well in a high-paced and at times stressful environment.

Required Education and Experience :

1. Associate degree or equivalent from a 2-year college or technical school

2. 3-5 years’ progressive technical experience in a dental office or related experience

3. Working knowledge of dental (endo) terminology.

4. Proficient with Microsoft Office Suite or related software.

Preferred Education and Experience

1. Bachelor’s Degree in related field

If you are a motivated individual with a passion for driving successful project outcomes, we would love to hear from you. Join our team as a Program Manager and contribute to the success of our organization.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Performance bonus

Experience level:

• 3 years

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Albuquerque, NM 87109