Customer Care Specialist for EMEA - temporary position

Straumann Group; Madrid; On-site; EUR 25,000 - 32,000; Full time

Job summary

Straumann Group is seeking a Customer Care Specialist for EMEA to be the first point of contact for dental professionals using our digital solutions. You will resolve technical inquiries, guide digital workflows, and support onboarding and training of customers across the EMEA region.

The role requires strong communication in English, experience in customer service or technical support, and ability to work with tools like 3Shape and Exocad.

Qualifications

• Experience in customer service or technical support.
• Ability to learn new digital tools and systems quickly.
• Strong written and verbal communication; can explain technical info clearly.
• Structured approach to handling multiple inquiries.

Responsibilities

• Provide first-level assistance to dental professionals using Straumann digital solutions.
• Troubleshoot ordering, connectivity, system access, and product usage issues.
• Guide customers through digital workflows and dentistry processes.
• Respond to inquiries via phone, email, and ticketing systems in a timely manner.
• Support onboarding and training of customers adopting digital solutions.
• Collaborate with Sales, Product Management, Production, and Support teams to resolve issues.
• Document interactions and solutions in support systems and capture insights to improve processes.

Skills

Customer service

Technical support

Digital literacy

Clear communication

Problem solving

Multitasking

English proficiency

Tools

3Shape

Exocad

Job description

About Straumann Group

Straumann Group is a global leader in dental solutions, committed to innovation, quality, and exceptional customer experience. We empower dental professionals worldwide with cutting‑edge digital workflows, premium technologies, and outstanding service.

We are looking for a highly motivated and customer-focused Customer Care Specialist for EMEA to join our team. If you are passionate about helping customers, excited by digital dentistry, and eager to grow in a dynamic environment, this role is for you!

Your Mission

As a Customer Care Specialist for EMEA you will be the first point of contact for dental professionals using our digital solutions. You will support customers through technical inquiries, digital workflows, and daily operational questions, ensuring outstanding service experience.

Your Role

In this position, you'll:

• Support our customers: Provide first-level assistance to dental professionals using Straumann Group's digital solutions, including UN!Q, Smile in a Box, Smilecloud, centralize Services, and AXS.
• Resolve technical enquiries: Help customers troubleshoot issues related to ordering, connectivity, system access, and product usage.
• Guide digital workflows: Assist customers in navigating digital dentistry processes, including workflows involving 3Shape and Exocad.
• Deliver responsive service: Manage enquiries through phone, email, and ticketing systems, ensuring timely and professional communication.
• Enable customer success: Support the onboarding and training of customers adopting digital solutions.
• Collaborate across teams: Work with Sales, Product Management, Production, and Support colleagues to resolve enquiries effectively.
• Maintain accurate records: Document all customer interactions and solutions in relevant support systems.
• Improve the customer experience: Share insights and identify opportunities to enhance our support processes.

What you'll bring:

• Experience in customer service, technical support, or a comparable customer-facing role.
• Confidence using digital tools and the ability to learn new systems and technologies.
• Clear written and verbal communication skills, including the ability to explain technical information in an accessible way.
• A structured approach to problem-solving and managing multiple customer enquiries.
• Good written and spoken English, (B2-C1) professional working proficiency

Additional experience that would be valuable:

• Experience in dental technology, dental practices, laboratories, or related environments.
• Familiarity with 3Shape, Exocad, or other digital dentistry solutions.
• Knowledge of additional languages, particularly German (C1).

What Makes You a Great Fit

You'll enjoy this opportunity if you're curious about technology, motivated by helping customers, and interested in developing your knowledge of digital dentistry.

You approach challenges with a solution-oriented mindset, communicate clearly, and take ownership of customer enquiries.

You value collaboration, share knowledge with colleagues, and are comfortable working both independently and as part of an international team.

Most importantly, you're open to learning, adapting, and contributing ideas that help us continuously improve the customer experience.

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:Spain : Madrid || Spain : Mendaro

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