Pelton & Crane and KaVo, global market leaders in the Dental Equipment and Instrumentation industry, are part of the Danaher (DHR) family of companies. Danaher, a diversified Fortune 500 company, designs, manufactures, and markets innovative products and services with strong brand names and significant market positions over 6 strategic platforms.

The Customer Support Manager will provide leadership and strategic direction for customer and technical service functions based out of the business' West Coast location in Newberg, Oregon.  This role will also focus on supporting broader customer care initiatives across the consolidated business and strategic leadership of the Newberg site location in partnership with operations and finance team leadership. 

This role will lead a team of customer and technical service representatives who provide product support for the KaVo, Pelton & Crane, and Marus brands of dental equipment.  The Customer Support Manager will be responsible for developing, training, and managing a world class customer support center by leading associates and implementing processes and strategies that provide exceptional service levels for internal and external customers. 

Key Responsibilities 

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  Develop, direct and implement a world class customer service call center and order entry team by leading associates and implementing strategies that provide exceptional service levels for order entry and inbound call activities initiated by customers, distributor and sales representatives.
  
  
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  Develop and implement cross-training plans to drive organizational flexibility, product knowledge and associate development.
  
  
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  Drive process improvements by utilizing the breadth of Danaher’s DBS tools.
  
  
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  Provide leadership and mentorship to team members to improve overall capabilities, teamwork and results.
  
  
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  Measure and drive significant improvements in quality, delivery and productivity.
  
  
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  Drive change in systems and processes on a project management basis.
  
  
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  Lead Voice of Customer and process improvement initiatives to ensure customer centric organization.
  
  
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  Work with other business functions to improve customer care experience, develop organizational plans, training, processes and procedures to support value.
  
  
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  Develop and drive objectives, KPIs and countermeasures to ensure achievement of goals.

Requirements

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  Bachelor's Degree in Business, Marketing or related field
  
  
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  5 - 7 years of leadership experience; experience leading remote associates preferred
  
  
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  A bias for action and driving change
  
  
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  Excellent project management skills
  
  
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  Excellent communication, analytical, and prioritization skills
  
  
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  Successful associate development experience
  
  
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  ERP and CRM system proficiency

Our work environment offers a dynamic, entrepreneurial culture as we make an impact in one of the world’s most exciting and fast-paced industries. We provide competitive compensation, training programs and excellent developmental and growth opportunities. Our world-class benefits package includes: Medical/ Prescription/Dental/Vision Insurance; Life & AD&D Insurance; Short and Long Term Disability; company retirement contributions and a 401k plan.

To apply, please submit your resume, cover letter, and salary requirements via email to marus.csm@gmail.com as a Microsoft Word attachment. Pelton & Crane is an equal opportunity employer.

For more information, please visit our websites at www.pelton.net, www.kavousa.com, and www.danaher.com.  ;