Technical Support & Returns Manager

Requistion ID: 83679

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with over a century of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands.

Dentsply Sirona's products provide innovative, high-quality, and effective solutions to advance patient care and deliver better and safer dental care. Dentsply Sirona's headquarter is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit for more information about Dentsply Sirona and its products.

As the Technical Support & Returns Manager- US Repair Center, you will lead the returns processing and technical support operations to ensure efficient performance, achievement ofservice and productivty targets, and continuous improvement through Lean practices. This role fosters a team-oriented environment, ensures compliance with Quaity 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.

Key Responsibilites:

• 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.

Education:

• Bachelor's Degree required or equivalent combination of education and experience.

Certifications/Licensing:

• Lean Six Sigma green belt certification a plus.

Years and Type of Experience:

• 3-5 years experience in a customer service environment, preferably with technical background and returns preferred. Previous supervisory and/or lead experience in a service environment a plus.

Key Required Skills, Knowledge and Capabilities:

• 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
• Working knowledge of SAP preferred or similar ERP systems.
• 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.

Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility: All successful applicants must be eligible to work in the country the position is based.

Assistance: If you need assistance with completing the online application due to a disability, please send an accommodation request to

Agencies: Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms.

Notice on Fraudulent Job Offers: Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com.