Service Productivity Manager (m/f/d)

Dentsply Sirona ist der weltweit größte Anbieter von Dentalprodukten- und technologien und unterstützt Zahnärzte und Zahntechniker dabei, eine bessere, schnellere und sicherere Versorgung in allen zahnmedizinischen Bereichen anzubieten. Wir sind stolz darauf, bevorzugter Partner für Zahnarztpraxen, Kliniken, Dentallabore und autorisierte Vertriebshändler weltweit zu sein. Der Hauptfirmensitz von Dentsply Sirona befindet sich in Charlotte, North Carolina. So fortschrittlich die Zahnmedizin heute auch schon ist, unser globales Team wird die unglaubliche Entwicklung in der Dentalmedizin und die moderne Patientenversorgung auf globaler Ebene weiter vorantreiben. Unsere Aktien sind an der US-Technikbörse NASDAQ unter dem Kürzel XRAY notiert.

We are looking for an experienced and talented Service Productivity Manager m/f/d to join our Customer Services Global Operations team. This individual will optimize customer services productivity by driving strategic projects highly impacting global service (e.g. warranty & return standardization) and by optimizing processes with focus on commercial services. This is to drive standardization and efficiency gains throughout the whole service organization, as well as supporting main service aims of revenue growth and customer satisfaction. This individual will be a primary contact person and align with various involved inernal stakeholders especially on processes & projects.

Responsibilities

• Drive and support (global) strategic projects highly impacting Service (such as optimization of warranty & claims, full unit RMA roll‑out, spare part inventory optimization) to achieve overarching service aims of productivity, growth and customer satisfaction.
• Global Commercial Service Process analyst – Build up, continuously optimize, and influence process landscape.
• Systematically analyze these processes to increase quality, customer experience and efficacy across all involved parties.
• Initiate measures for the further development of the support processes accordingly and identify technical and system‑based implications in cross‑functional projects.
• In charge of actively managing any 3rd parties acquired for supporting implementation projects in close collaboration with direct manager.
• Drive employee enablement by planning and executing trainings & creating work instructions / trainings for adjusted processes and tools (in close collaboration with IT).

Profile

• Bachelor’s/Master’s degree in Business Administration or related area
• Several years of professional experience in the Service/Commercial‑related field, preferably in dental, healthcare or life sciences.
• Demonstrated success in a service role managing commercial services and/or technical products with touchpoint to Supply Chain/Logistics.
• Excellent knowledge of dental (preferably Dentsply Sirona) equipment or consumable products.
• Excellent knowledge of sales processes, customer support activities and common ERP & CRM tools (e.g. AX, SAP, SFDC).
• Proven problem solver.
• Advanced analytical and business strategy skills related to service‑line and support program development in technology‑related industries.
• Compelling and clear vision and communication skills for internal and external stakeholders.
• Strong drive to meet timelines, establish clear priorities and hold self and others accountable for results.
• Strategic orientation balanced with a detailed mindset for complex projects.
• Enthusiastic, efficient and highly organized – desire to constantly improve efficiencies and customer focus.
• Structured and clear thinker – ability to prioritize a demanding workload through business planning.
• Fluent in English & German, further languages (French, Spanish, Italian) of advantage.
• Able to undertake regular business travel across globally.