VP, Technology Services, North America - Charlotte, NC at Dentsply Sirona in Charlotte, North Carolina

Posted in General Business 20 days ago.

Type: Full-Time

Job Description:

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.

This position is responsible all aspects of regional technology service and customer support for Dentsply Sirona's industry-leading portfolio of diagnostic and treatment solutions, reporting to the Global Head of Equipment Services and Support. This individual is responsible for the development and delivery of an industry-leading customer experience for Dentsply Sirona's technology solutions, to drive growth and development of technology services offerings in the North American market, and to coordinate with the Regional Commercial Organization on channel strategy and dealer management with respect to technology service and customer support. They are responsible for the regional implementation of competency development and training (internally and for dealers), as well as modernization and technology adoption to increase service efficiency and responsiveness. This individual will play a key role in customer strategy and executive-level relationships with key direct customer segments and is expected to have a high level of engagement in key customer segments, dealer channels, and strategic partners.

Key Responsibilities include but are not limited to :

  • Customer service delivery for technology services and support
  • Voice of the customer: baseline and monitor customer success metrics and service KPI's, in collaboration with the ESS Analytics office; advocate for and engage with internal organizations to improve service level and operational execution (supply chain, product, finance, commercial, etc.)
  • Talent acquisition and performance management / development
  • Development of model contract and service level agreement assets, implementation project plans, and dealer service performance management frameworks
  • Budget planning and management
  • Local deployment and commercial coordination for Technology Service Offerings
  • Dealer performance monitoring, management, and improvement initiatives related to technology services and customer satisfaction
  • Escalation management and key relationship management
  • Solution development, pricing, and implementation for custom technology services, as well as 3rd-party coordination (where necessary) for those solutions

Background and Experience Required:


  • Advanced level degree (Masters) in business administration, or business / engineering-related bachelor's with advanced experience

Years and Type of Experience:

  • Minimum of 10 years of professional experience in technology services and consulting, preferably in healthcare / health insurance / MedTech, working directly with care providers (dentists, clinics, DSO/MSO, hospitals or health systems)
  • Minimum of 5 years of managerial experience, preferably with staff > 50 employees
  • P&L or significant budget responsibilities

Key Required Skills, Knowledge and Capabilities :

  • Advanced leadership experience in customer service and support for technology industry
  • Service portfolio development
  • Direct customer consulting experience and executive-level relationship management
  • Strong employee engagement and development leadership capabilities at scale
  • Strong external presence and market engagement - advanced, compelling and polished communication skills
  • Advanced capabilities for matrix/functional collaboration in a global corporate environment

DentsplySirona is an Equal Opportunity/ Affirmative Action 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 DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. 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 at careers@dentsplysirona.com