Technical Support Manager

Overview

Medit is a global leader in digital dentistry and intraoral scanning technology. We are seeking a dynamic and visionary Technical Support (CX) Manager to lead our regional post-sales operations in LATAM and help shape an exceptional customer journey for the region.

This is a high-impact leadership role where you will own the customer experience strategy for LATAM, building scalable support systems, enhancing operational efficiency, and driving customer satisfaction. You will serve as the key point of contact between Medit's regional customers, distributors, and internal teams, ensuring seamless collaboration and alignment with global business objectives. Must have excellent English & Spanish communication (reading, writing & speaking) and experience leading technical support teams that handle phone, email and chat .

About the Role

As the Technical Support Manager – LATAM , you will lead a team of customer experience analysts and support staff across Latin America. Your mission is to deliver a best-in-class post-sales experience by improving processes, enhancing distributor training, and proactively addressing customer needs. You will oversee critical areas such as RMA logistics, warranty programs, and support KPIs , while fostering a customer-first mindset across the region.

This is an opportunity to shape Medit's customer operations in one of the most dynamic, fast-growing markets in dental technology, with a direct impact on our customers, partners, and business success.

Key Responsibilities

• Lead, develop, and inspire the LATAM Customer Experience team—including recruitment, onboarding, coaching, and performance management.
• Design and execute scalable regional support operations that align with local market expectations, regulations, and time zones.
• Serve as the primary escalation point for complex customer and distributor cases—ensuring timely and effective resolution.
• Map, document, and optimize the RMA (Return Merchandise Authorization) process, including repair logistics and warranty workflows.
• Oversee and strengthen Level 1 technical training programs for distributors, driving consistent troubleshooting capabilities.
• Collaborate cross-functionally with Sales, Logistics, Education, and Global CX teams to integrate customer experience into business strategy.
• Drive customer retention and loyalty through initiatives such as Safety Stock programs, warranty extensions, satisfaction surveys, and support for commercial campaigns .
• Monitor, analyze, and report on key customer support metrics, including ticket resolution time, satisfaction scores, return rates, and cost efficiency.
• Identify and execute opportunities for continuous improvement in customer support processes, tools, and training.

What You Bring

• Bachelor's degree in Business, Engineering, or a related field (MBA or postgraduate degree preferred).
• Minimum 5 years of experience in customer support, technical service, or operations within the medical device, dental, or technology industries .
• Proven success leading multicultural teams in complex regional environments, with a strong emphasis on leadership and results.
• In-depth knowledge of LATAM logistics, including import/export regulations and regional supply chain processes.
• Proficiency with CRM and ticketing platforms such as Zendesk or Salesforce.
• Fluent in Portuguese, English, and Spanish —both written and verbal.
• Ability to travel across LATAM as needed.
• Customer-obsessed mindset with excellent problem-solving, process optimization, and project management skills.

Preferred Qualifications

• Experience with digital dental technologies such as CAD/CAM, intraoral scanners, or 3D imaging .
• Knowledge of warranty management, troubleshooting frameworks, and distributor-based support models.
• Background in CX or Customer Success strategy, technical education, or product training.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Medical Equipment Manufacturing

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