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Director, Software Technical Support

Company: Henry Schein One
Location: American Fork
Posted on: January 15, 2022

Job Description:

Henry Schein One () is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience -- from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

If you are looking for a growing career that makes a difference, come be part of our team today!


This position is responsible to direct the management group in all activities and systems related to the customer support aspect of all HSPS products and services. Assist in establishing and communicating the strategic direction for the department. Ensure that timely and effective customer service expectations are met and/or exceeded at all times. Direct and assist in the achievement of individual, team, department and corporate goals

Direct the strategic direction of department, specifically and in relation to Company objectives
Mentor, train, and coach each of the Management team to ensure they have the knowledge and skills needed in order to be an effective team leader/supervisor/manager.
Coordinate with Operations to create and monitor department budget(s), ensuring cost containment and appropriate expense management.
Evaluate, plan, promote, and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.
Create and maintain a "dashboard" measuring critical areas in each of the departments. Monitor statistics and coach management team where necessary to ensure timely, quality service is offered to all customers. Recommend necessary changes based on a constant and in-depth analysis of these reports.
Prepare extensive reporting to management on a weekly and monthly basis informing of statistics, progress on goals, issues/concerns and any other pertinent information.
Develop and maintain policies, procedures and specifications to assure that HSPS goals and objectives are achieved
Facilitate team member engagement by clearly communicating the company's vision, mission, and strategic objectives
Educate team members on major changes in the market as well as important issues affecting the business in order to facilitate innovation and effective problem solving
Stay abreast of and educate executives and other senior level stakeholders on major changes in services technologies and methodologies that will drive longer term strategic direction for the organization

Typically 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5 or more years of management experience.
Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.
Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Outstanding presentation and public speaking skills
Expert independent decision making, analysis and problem solving skills
Understand, interpret and act on financial information and external trends that contributes to business profitability
Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
Lead teams to achieve company goals and solve complex business issues in creative and effective ways
Expert planning and organizational skills and techniques
Communicate effectively with senior management and key stakeholders
Excellent negotiating skills and ability to effectively manage internal and external relationships
Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
Lead and develop virtual teams
Expert in multiple technical and business skills
Strategic planning skills
Ability to gain a thorough knowledge of all areas of HSPS' business and department operations at a fast pace.
Experience using data and business analytics to strategically guide department
Ability to coach and guide others as they motivate, lead and discipline personnel when applicable.
Coach others to professionally handle and resolve stressful situations
Effective time and resource management skills.
Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills.
Ability to work independently while using excellent judgment in the interest of all parties involved.
Intermediate computer knowledge including Microsoft Office applications
Ability to professionally handle and resolve stressful situations will be required
Ability to drive results while appropriately managing personnel

Earn generous PTO (Paid Time Off)
Seven Company Paid holidays
Competitive Medical, Dental, and Vision benefits
401K with competitive company match
Flexible Spending Account (FSA)
Life Insurance, Short and Long Term Disability, AD&D

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

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Keywords: Henry Schein One, Salt Lake City , Director, Software Technical Support, IT / Software / Systems , American Fork, Utah

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