Operations Specialist for Customer Support

3Shape is seeking an Operations Specialist for Customer Support to grow and develop the infrastructure for our global technical support team. Our 120+ support consultants deliver remote customer care to dental distributors and professionals worldwide.

Our Operations Specialist will ensure that the 3Shape Support team has all the tools, workflows and processes in place to deliver high-quality support around the world. You will report directly to the Director of Global Customer Care and work closely with the Customer Support Delivery Director, as well as our Support Managers around the world.

The Customer Support team is part of 3Shape’s Global Sales function, and is responsible for offering high quality after-sales services for our customers worldwide. Our global team is made up of over one hundred energetic, multi-cultural and talented professionals located over 7 sites, with a passion for solving problems and building strong relationships with our reselling partners around the world. Delivering a high quality support service, to match our award-winning product portfolio, is a key focus area for 3Shape, and a primary driver for our future commercial success.

Your Responsibility:

The Operations Specialist is responsible for the success and suitability of the IT tools used within the support team - including our ticketing system (Microsoft Dynamics CRM), global VoIP phone system, remote access tools, and Partner Support Site - and the successful candidate will work closely with 3Shape IT and other system owners on this. You have a continuous focus on workflow optimization, and always ensure that processes and systems work hand-in-hand to enable internal efficiency and a great customer experience. As a person you are data driven and experienced delivering KPI’s and other reporting, internally and externally, using data collected from all the systems used within the support function. In collaboration with the Customer Care management team you are energised by building a high performance and efficient global support organization with focus on continuous improvement.

Further responsibilities include:

  • Ensuring that tools and infrastructure comply with our SOPs and regulatory standards
  • Working closely with the Customer Support Delivery Director on implementation of new processes and workflows within the global support team
  • Defining and developing the global support operations infrastructure to match and anticipate current and future demands on our support delivery

 Your Profile:

  • A solid background in IT
  • Hands-on experience from a dental, medical or technical support function
  • Expert knowledge of different IT tools for a Support function such as ticketing and phone systems
  • Proven success within process and workflow optimization
  • Experienced with reporting and analytics
  • Project Management certification
  • Quality and results focused
  • Process oriented and structured
  • Strong stakeholder management, and the ability to coordinate across teams and functions within an organisation
  • Fluent in English
  • Able to travel up to 20 days per year
  • You thrive in a dynamic and fast-paced environment, and enjoy meeting the challenges associated with working in a successful and rapidly expanding global company

We offer:

  • A career in a fast-growing, international tech company
  • An attractive work location in downtown Copenhagen
  • An international atmosphere (we are more than 30 nationalities in our HQ alone)
  • A competitive compensation package
  • A fast paced and – above all - innovative work environment where you get to work with the best people!

Apply with your application letter and CV to "send application". We intend to close this position in January therefore please send your application already today, and start the year with new challenges at 3Shape.

Application deadline

asap

Location

Copenhagen

Contacts

Sophie Ellersgaard
Telephone: +45 33360366

Send application

http://www.3shape.com

About Us

3Shape is changing dentistry together with dental professionals across the world by developing innovations that provide superior dental care for patients. Our portfolio of 3D scanners and CAD/CAM software solutions for the dental industry includes the multiple award-winning 3Shape TRIOS intraoral scanner, the upcoming 3Shape X1 CBCT scanner, and market leading scanning and design software solutions for dental labs.
Two graduate students founded 3Shape in Denmark’s capital in the year 2000. Today, 3Shape has over 1,500 employees serving customers in over 100 countries from an ever-growing number of 3Shape offices around the world. 3Shape’s products and innovations continue to challenge traditional methods, enabling dental professionals to treat more patients more effectively. www.3shape.com

Working at 3Shape

Become part of an international success, financially as well as product wise. As an employee, you have plenty of room to both make a difference and fulfil personal ambitions in a very knowledge intensive and challenging environment.

3Shape Technology

Through the relentless drive for new digital innovation by 3Shape, we claim to be the most extensive and versatile CAD/CAM system on the market.

3Shape - a Global Company

3Shape is headquartered in Copenhagen, with development teams in Denmark as well as in the Ukraine and with a production site in Poland. 3Shape is a global company with presence in Europe, Asia and the Americas.

Our People

Employing and developing the right people is an important key to 3Shape's success. We want to be the best within our business, an ambition which has created a true fighting spirit throughout the company - with lots of commitment and courage, and a professional attitude towards business.