Director of Customer Care

At ACTEON North America, we are passionate about advancing dentistry through innovative technologies that enable safer, more efficient, and minimally invasive patient care. As a global leader in dental imaging, surgical equipment, and clinical solutions, we serve dental professionals worldwide. About the Role In today’s direct go-to-market set-up of Customer Care in the region, it is fundamentally important to provide excellent customer- and dealer support, customer service and repair service, allowing excellent customer experience. Clear and focused leadership, which introduces, maintains and continuously improves standardized, customer-oriented processes, is a key success factor. Acteon has embarked on a journey to get to this excellence and intends to further build-up this functionality in the region. Scope of Responsibility Geographic scope: North America Operational scope: All Customer Care processes, including installations, Field Service, Repair Center Operations, Customer Care Administration, Customer Service, and Level 1 and Level 2 Technical Support Product scope: All Acteon hardware and software products sold in the region, including legacy products and third‑party products distributed by Acteon Financial scope: Full responsibility for the regional Customer Care profit and loss statement (P&L) Key Responsibilities Customer Care Leadership and Operations Lead the daily operations of the North American Customer Care organization. Provide clear direction, leadership, and support to regional Customer Care teams. Develop and maintain short- and mid-term operational plans to ensure appropriate staffing, scheduling, and resource allocation. Oversee Customer Care activities across the designated countries and subsidiaries. Ensure consistent, timely, and high-quality service for customers, dealers, and internal stakeholders. Take ownership of escalated customer or dealer concerns that require management-level attention. Coordinate support for complex, high-impact, or high-visibility cases. Serve as a key liaison among customers, dealers, agents, subsidiaries, internal suppliers, and third‑party service providers. Strategy and Process Improvement Develop the mid‑ and long‑term Customer Care strategy for North America in partnership with the General Manager, Area Managing Director, and Chief Customer Care Officer. Adapt and implement standardized processes and procedures that improve the customer experience and increase operational efficiency. Identify opportunities to streamline workflows, improve service delivery, and strengthen process governance. Establish and monitor key performance indicators related to customer satisfaction, service quality, operational effectiveness, process compliance, and financial performance. Use data, reporting, automation, and AI‑enabled tools to identify trends and support operational decision‑making. Support the continued development and growth of Acteon’s Customer Care capabilities across the region. Cross-Functional Collaboration Ensure the timely exchange of information regarding technical issues, product concerns, and service trends among Sales, subsidiaries, manufacturing facilities, Quality Management, Research and Development, and Product Management. Support regional sales activities as agreed upon with the General Manager. Collaborate with Accounting and Controlling on budgeting, forecasting, and financial performance. Partner with global and regional Customer Care leaders to promote consistency and share best practices. People Management Recruit, onboard, train, develop, and retain Customer Care employees. Organize and oversee departmental staffing and work schedules. Establish performance expectations and provide constructive, timely feedback and performance evaluations. Identify training needs and coordinate departmental training programs. Coach and develop team members to strengthen performance, technical knowledge, and customer service capabilities. Address employee performance and conduct matters in partnership with Human Resources and in accordance with company policies. Provide timely and accurate input throughout the annual budgeting and workforce‑planning processes. Key Internal Partners This position will work closely with: General Manager Area Managing Director Chief Customer Care Officer Accounting and Controlling Human Resources, Finance and Accounting, and Information Technology Head of Customer Care Automation Factory Repair Center Managers Level 3 Support Manager Customer Care Managers across other subsidiaries Quality Management, Research and Development, and Product Management teams Education and Experience Bachelor’s degree in electronics, mechatronics, mechanics, information technology, engineering, or a related technical field; an equivalent combination of education and relevant experience will also be considered. At least 10 years of experience within a customer service, technical support, field service, or other customer‑facing organization. At least five years of leadership or supervisory experience, preferably within an international organization. Experience managing multidisciplinary Customer Care or technical service teams. Experience managing departmental budgets and P&L performance. Proficiency with Microsoft Office, customer relationship management systems, and reporting tools. Working knowledge of enterprise resource planning systems. Solid understanding of network technologies, computer systems, software applications, and hardware. Experience using AI tools and platforms to support reporting, process improvement, data analysis, and business operations. Required Skills and Qualifications Strong leadership, coaching, and team‑development capabilities. Demonstrated commitment to delivering an exceptional customer experience. Excellent interpersonal, written, and verbal communication skills. Strong organizational, prioritization, and time‑management abilities. Strong analytical, decision‑making, and problem‑solving skills. Ability to understand and communicate technical information related to hardware, software, and network technologies. Proven ability to train, engage, and motivate others.Ability to work effectively both independently and collaboratively. Ability to lead and influence within a global matrix organization. High level of self‑motivation and commitment to continuous improvement. Ability to remain composed and solutions‑focused during complex or high‑pressure customer and dealer escalations. Valid driver’s license. Ability and willingness to travel throughout North America approximately 30% of the time. Experience leading remote and cross‑functional teams across multiple regions. The Base Pay Range for This Position Is $145,000 - $180,000 + Bonus Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. This is a bonus‑eligible position where the bonus eligibility will be in accordance with the terms of the Company's plan. Bonuses are based on individual performance and company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, and 401(k) retirement plan. life insurance, long‑term and short‑term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Company Paid Benefits Term Life/AD&D -

LTD/STD

Dental– (Acteon covers Employee Only coverage) Benefit Options Medical Plan Options Prescription Pharmacy Vision Health Savings Account, Flexible Spending Account, DCFSA, LPFSA Voluntary Life/AD&D Expense Reimbursement Acteon North America offers a retirement program that includes matching contributions based on years of service. Acteon North America provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr Acteon North America