**Requistion ID** : 79155 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, USA. 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. 1. Position Overview This position leads and oversees various aspects of commercial operations including technical service, customer service, software support and sales administration across ANZ. By closely monitoring market trends and analyzing performance metrics, this position will develop and implement strategies to enhance productivity, improve customer satisfaction, and achieve financial objectives. Collaboration with different departments is essential to align operational practices with the company’s goals, making this role central to maintaining the organization’s competitive edge in the market. **Primary Objectives** Efficient Service Operations: + Ensure timely and high-quality delivery of technical & IT support services across ANZ. + Streamline workflows to minimize downtime, ensure timely response and escalations and maximize customer satisfaction. Customer Experience Excellence: + Maintain a customer-centric approach, with clear communication and proactive issue resolution. + Achieve improvements in all benchmark Cx scores: Net Promoter Scores (NPS), Customer Satisfaction (CSAT), Customer Effort (CE) and positive feedback from clients. Team Development and Leadership: + Build and maintain a skilled, motivated, and collaborative technical services and customer experience team + Provide ongoing training, performance evaluations, and a clear career progression pathway. Operational Alignment and Efficiency: + Align technical services with broader business goals, including sales and marketing strategies. + Implement systems for tracking, analyzing, and optimizing service delivery performance. Innovation and Strategic Growth: + Identify and adopt new technologies and practices to enhance service capabilities. + Support the company's expansion goals by ensuring scalable and adaptable service operations. 1. Specific Accountabilities: + Ensure that the business exceeds client expectations in the delivery of commercial services, identify and pursue opportunities for business process improvements, leveraging technology to enhance operational efficiency and customer satisfaction. + Liaise closely with the commercial team, customers and stakeholders to capture market insights and customer feedback + Manage the P&L and operating budgets for Technical Operations + Measure and revise standardized processes to ensure continuous improvement. + Ensure a motivated and professional team with all members of the team exemplifying our Company Values during interactions with colleague, clients and third party suppliers. + Ensure multi-skilling throughout the team so that all staff are highly competent in the full product range. Implement a skills matrix to ensure ongoing development and competency. + Provide effective leadership to employees ensuring appropriate systems, policies, procedures, resourcing and performance management + Delivery of financial targets in line with company budgets and implementation of cost control practices Safety: + Monitor and manage processes and practices to ensure compliance with legal and safety requirements + Design Work Instructions to ensure a consistent approach to tasks + Develop and maintain a clear Training and Competency Matrix addressing all skills required by the Technical Service and Maintenance team + Ensure all WHS issues are communicated effectively and complied with in practice. + Proactively lead WHS within the Technical Service and Maintenance team to work toward Zero Harm + Maintain awareness and understanding of internal safety procedures and adhere to these at all times + Proactively report and manage safety issues + Make recommendations about continuous process improvements. 1. Relationships **Internal** + This role reports directly to the General Manager + Member of Senior Management Team, partner with Commercial Leaders to drive business strategy + Leading and working with Technical Service team and Customer Success Team + Direct reports of up to 8 managers and individual contributors and full team of approximately 60 + Effective relationship between all departments **External** + Vendors + Customers + Suppliers + Third party Service providers 1. Decision making authority + This role works with managers to implement agreed strategies. The role also manages specific projects/programs + Review policies and procedures and make recommendations as required + This role is empowered to make decisions in relation to the role’s major accountabilities on a daily basis + Purchasing as per authority matrix 1. Experience / Qualifications (if key requirement of the role) + Demonstrated experience in a similar role + Demonstrated effectively leading managers and setting a vision + Experience managing change and a track record of continuous improvement + Technical knowledge and expertise with dental products (or similar) will be a significant advantage + Relevant Trade or Business / Management qualification + Working knowledge of ERP systems including Microsoft AX. 1. Skills + Effective communication + Ability to work under pressure and within tight timeframes + Maturity of judgement and discretion + Excellent attention to detail + Capacity to operate independently + Strong focus on customer service + Business acumen 1. Competencies + Problem solving skills + Build strong relationships with both internal and external stakeholders; + A good understanding of and adherence to all WHS regulations; + Adherence to ISO guidelines; + Strong organizational and time management skills; + Ability to balance priorities and resources for businesses that he/she is directly accountable for as well as those that there is no specific reporting line. + Collaborative approach that is balanced with a drive for results and a sense of urgency. + Believes in doing the best for the business and understands the complexity of evaluating options and problem solving while prioritizing business best interests first. + Professionalism – leads by example. Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities. We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand. We look forward to receiving your application. For more information about Dentsply Sirona, please go to www.dentsplysirona.com Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.