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Customer Service

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03.05.2025

17.06.2025

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JOB DESCRIPTION

Straumann partners with passionate people who fit in with the agile dynamics of our sized-for-success company. People at Straumann appreciate the opportunity to shape our future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations. We are currently looking for a Customer Service Specialist for EMEA CADCAM Service Centers to work as part of the CCS Global Support team.

The Customer Service Specialist for EMEA CADCAM Service Centers (m/f/x) is responsible for supporting customers in every inquiry that may surge during its usage. The role is to ensure customer satisfaction, provide expert technical assistance, handling internal workflows and related workflow.

• Provide active and reactive 1st-level remote support to customers (dental professionals) regarding inquiries related (but not limited) to centralized production sites, usage, applications, connected pieces of solutions, and administrative topics
• Being the key contact person for all the support topics related to ‘centralized production sites’, from the usage to data management and internal Straumann applications such as ERP/CRM/CAM DB, and ticket tools
• Troubleshoot issues, log, register, document, and record every customer interaction in the respective ticketing tool and assure the attendance of Support KPIs and CSAT
• Drive customer satisfaction through timely, thorough, and accurate response
• Run daily system checks including, but not limited to CAM DB, ticket tool, technical system usage, ordering, and connectivity with different pieces of software
• Working closely with the product core team, focusing on the after-sales support, and the support journey
• Communicate with the 2nd level and project core team to ensure the achievement of the communication flow and continuous improvement of the solution

• Dental background as a dentist, dental technician, or related academic degree
• Experience in Customer Care related activities, as per customer support, customer service, or other aftersales roles
• Experience in dental digital technology such as dental CAD/CAM systems like 3Shape and Exocad
• Fluent in German and English (other languages are an asset)
• Strong customer focus and customer service skills
• Familiar/friendly with technology and software
• Advantageous: Good understanding of clinical workflows in practices, Experience in providing customer support for a SaaS or Cloud-based product, Experience with CRM and back-end systems

• Short decision-making processes and a friendly, competent team of technology enthusiasts
• Modern office with a familiar working atmosphere
• Hybrid work model
• 30 days of vacation
• Individual further training opportunities
• Numerous benefits: team breakfast, free drinks/fresh fruit, Job-Bike, company health insurance, in-house language courses (English/German), subsidized child care, public transport, team events etc.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: Germany : Chemnitz || Germany : Munich

Travel Percentage: 0 - 10%

Requisition ID: 14240

Equal Opportunity and Affirmative Action Employer (US applicants only)

Straumann Group is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran status, or disability unrelated to job requirements. Straumann Group will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, Straumann Group has developed and maintains an affirmative action program and plan.