Product Insight Specialist

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we serve customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities .

3Shape as an employer is committed to Ukraine . Our UA office has a 16 year-old history, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we offer a paid military leave to those called to the military service as well as care about our employees’ mental health by implementing different supportive activities.

If you are looking for stability and confidence in your future, we are the right place for you.

Do you want to play a central role enabling our supporters to deliver the best customer experience possible when facing issues with our products? Would you like to identify potential product improvements and fixes, prioritizing them based on customer impact and thus influencing product development and strategy? Are you a problem solver with strong analytical skills, a structured communicator and have a customer centric mindset? If so, this role may be for you.

About the team and role

The Product Insights team is a part of the Global Customer Care and has the mission of using insights acquired from deep understanding of 3Shape products and customers to prevent issues and set the gold standards of 3Shape support, developing the means and methods to provide support to customers in an easy and delightful way.

In this role you will:
- Be the voice of the customer for internal processes, service offerings and product improvements;
- Equip support teams with tools, techniques and methods to accurately identify and solve customer issues and requests;
- Drive product launches from a Customer Care perspective, outlining service strategy, preparing the support teams and heading the hypercare efforts post-launch for quick reaction and corrective actions;
- Identify hot issues and find, together with Product Management, R&D and other relevant departments, mitigation actions, root causes and permanent solutions.
The initial focus for this role in the start will be Lab launches in the beginning of the year and with time, depending on need and interest other products will be added to the portfolio. You will conduct meetings with Product Management and R&D where you present the hot issues and improvements needed and make sure they are being address and fixed with the necessary urgency and report back to Customer Care, Product Strategy and R&D management. Apart from the products in focus you will contribute for the general escalation processes and communication between the support teams and other departments. You will participate in projects as a SME to improve support tools, processes and procedures.

Your competencies:
- Technical mindset, with knowledge of IT networking, Databases. - Knowledge/experience of ITIL or other ITSM framework is a plus
- Ability to work in a matrix organization and interact with internal functions and stakeholders
- Strong capability with Excel and CRM (preferably Microsoft Dynamic) is a big plus
- Excellent problem-solving skills
- Customer-centric and service-minded
- Good communicator, both written and orally in English, with ability to ask and listen
- Strong analytical capabilities
- International and strategical mind-set
- Flexible and comfortable within a dynamic environment where things move fast

Your experience:
- Technical education or relevant work experience
- Experience from customer facing functions
- Knowledge of the dental industry/3Shape products is a plus
- Project management skills
- Training/coaching experience is a plus

Being the part of us means:
- Meaningful work that helps to change the future of dentistry
- Work in a unique professional, friendly and supportive environment
- Constant professional growth and development
- A healthy work-life balance
- Possibility of flexible remote work
- Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; compensation of lunches; paid sick leaves and child sick leaves; maternity and paternity leaves etc
- Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
- A parking lot with free spaces for employees
- Occasional business trips to Western Europe
- Opportunity to become a part of the success that 3Shape has created over the past 22 years.
Want to join us and change the future of dentistry?

About 3Shape

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.
3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.
We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we serve customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities .

3Shape as an employer is committed to Ukraine . Our UA office has a 16 year-old history, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we offer a paid military leave to those called to the military service as well as care about our employees’ mental health by implementing different supportive activities.
If you are looking for stability and confidence in your future, we are the right place for you.

Company website:
http://www.3shape.com/

DOU company page:
https://jobs.dou.ua/companies/3shape-ukraine/

Job posted on 17 January 2023
18 views    3 applications


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  • Category: Product Manager
  • English: Upper-Intermediate
  • 2 years of experience
  • Domain: Healthcare / MedTech
  • Hybrid Remote
  • Product
  • Ukraine (Kyiv)
  • Only candidates from Ukraine