Service Productivity Manager

Requistion ID: 81997

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history 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 dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

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.

Your 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).

Your 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.

Dentsply Sirona is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to Please be sure to include "Accommodation Request" in the subject.

For California Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us