Technical Support Manager

Medit is a global leader in digital dentistry and intraoral scanning technology, delivering cutting-edge solutions to dental professionals worldwide. As we continue to grow our footprint in Latin America, we are seeking a dynamic and visionary
Technical Support (CX) Manager
to lead our regional post-sales operations and help us shape an exceptional customer journey throughout LATAM.

This is a high-impact leadership role where you will
own the customer experience strategy
for the region—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 including reading, writing & speaking.

***Must have led technical support teams that dealt with phone, email and chat based communication.

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: deliver a
best-in-class post-sales experience
by improving processes, enhancing distributor training, and proactively addressing customer needs. You will also oversee critical areas such as
RMA logistics, warranty programs, and support KPIs
—all 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.