Senior Manager, Customer Support Tier 3

Description

This position is ideal for Senior support manager to join the Global Customer Support Excellence group as a Tier 3 Sr. manager.

In this role, you will be responsible to lead and manage a team of level 3 technical and product experts, who Serve as iTero Technical & Business focal point for regional support issues, and act as the primary link between the Field and the Organization.

As a Tier 3 Support Sr. Manager, you will be managing escalations and severities from the field, as well as leading highly complex customer support projects that require cooperation of many units in the organization, such as improving trouble shooting protocols and implementing support tools.

Key Responsibilities

Manage and mentor a team of Tier 3 experts, workload, emergencies and ongoing activities.
Build training plans for the team, make sure they are familiar with new development/ECO’s.
Learn our customers and applications. Travel and meet Dr and labs in all regions.
Accountable End2End for problems solving till customer receives feedback
Work with the professional services team to support advanced activities and service improvements
Work with the knowledge and training team to help create and spread the global knowledge
Accept advanced cases escalated by support Tiers 1 & 2, Professional Services, and Partners.
Perform detailed problem analysis and root cause determination.
Escalate complicated unsolved issues including detailed logs, casework notes, diagnostics, and reproduce steps.
Provide assistance and knowledge to members of lower tiers.
Support NPI activities – UAT, LMR and product launches.
Provide Feedback from the Install Base to R&D (functionality/HW)
Suggest improvements to the product based on field experience

Skills, Knowledge & Expertise

Customer Support Experience from multidisciplinary product
8+ years of managerial experience
BSc in Mechanics/Software/Electronics/Industrial Management/Biotechnology
Analysis and troubleshooting capability.
Eager to improve the customer experience.
Excellent verbal and written communication skills.
Successful in global matrix organizations
English - Full working proficiency

About Align Technology
Your growth and well-being:

At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
Health and well-being programs to keep you thriving in both body and mind.
Employee discounts on Invisalign products.
Learning opportunities though online learning resources and support for your individual development plans.
Inclusive workspace that fosters diversity and collaboration.
Country-specific details will be shared with you by your recruiter during the interview process.

Discover Align:

At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

As part of our commitment to innovation, Align Technology includes Exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.

Eager to learn how we embrace diversity and nurture employee well-being?
Explore Align's culture here!
Want to discover more about exocad and Cubicure? Click on their names for additional information.

Applicant Privacy Policies:

Review our Applicant Privacy Policies for additional information.

Global Diversity Statement:

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.