Customer Solutions Operations Manager

Vatech UK (Vatech Dental Manufacturing Ltd)

*Vatech is the current global number 1 CBCT manufacturer, delivering unsurpassed X\-ray imaging solution innovations in dentistry across over 110 countries.*

*As the UK subsidiary of Vatech Global, Vatech UK is dedicated to providing all dental imaging solutions for the highest diagnostic precision along with distinguished customer care to ultimately enhance patient care. Vatech is the only manufacturer that designs and produces all components of its imaging systems including x\-ray generator, sensor and software. This unique vertical integration ensures unparalleled quality and reliability.*

*From pioneering the world’s first 3\-in\-1 digital X\-ray system to revolutionising low\-radiation CBCT machines, and CBCT with an industry\-leading voxel size of 49\.5μm, Vatech continues to set new standards in dental imaging. Our commitment to innovation, integrity, and clinical excellence makes us the preferred choice for dental professionals worldwide.*

*Vatech strives to make the world a better place. The path we are pioneering is not just a corporate growth, but a journey to realise human values.*

Job Title: Customer Solutions Operations Manager (Mid\-Level)

We are seeking a highly accountable, ownership\-driven Operations Manager to join our Customer Solutions team and work closely with the Technical Team.

This role is responsible for identifying, developing, and implementing optimal operational systems to enhance the efficiency, effectiveness, and overall quality of customer service operations, ensuring they reflect the standards, professionalism, and reputation expected of a global market\-leading brand.

The ideal candidate will play a critical role in assessing the current operational structure of the Customer Solutions Team, including the Technical Team, and establishing scalable systems and processes to support long\-term company growth. This includes optimising workflows, developing and updating SOPs, implementing measurable KPIs and reporting systems, and driving the adoption of new software platforms to improve communication and operational efficiency internally, with business partners, customers, the European Head Office, and HQ.

In addition, the candidate will be expected to elevate service standards through the integration of modern customer service strategies, including data\-driven performance management, proactive service methodologies, digital service optimisation, and customer experience innovation. The role will also support continuous operational improvement through the analysis of workflows, service performance, and customer experience data to identify opportunities for greater efficiency and service excellence.

In the initial phase, the successful candidate will play a key role in transforming the operational foundation of the Customer Solutions Team by implementing scalable systems, performance\-driven processes, and modern service strategies designed to support long\-term business growth, operational excellence, and organisational scalability.

This position works closely with the Technical Team and other teams within Vatech UK to deliver a seamless, professional, and premium customer experience. The role also plays an important part in strengthening customer retention, supporting sustainable business growth, and enhancing the overall customer journey through operational excellence.

The successful candidate must possess strong leadership, analytical, and problem\-solving capabilities, with the ability to challenge existing processes, drive operational improvement, and promote a culture of accountability and continuous development across the organisation.

The role reports directly to the Managing Director and maintains active communication with HQ and the European Head Office regarding service strategies, operational improvements, technical matters, and performance updates.

Responsibilities of this Role

1\. Operational Strategy, System Development \& Process Improvement

• Design, implement, and continuously improve scalable customer service systems and workflows across internal teams, distributors, and external partners.


• Establish structured processes for technical enquiries, service coordination, stock management, quotations, spare parts operations, and customer communication to ensure consistency, accountability, and efficiency.


• Develop, implement, and maintain SOPs (Standard Operating Procedures) across Customer Solutions operations to support operational consistency, service quality, and long\-term scalability.


• Lead the implementation and optimisation of software platforms and digital tools to improve visibility, communication, workflow efficiency, and cross\-functional collaboration.


• Analyse service performance data, workflow trends, and operational metrics to identify opportunities for improved efficiency, service quality, and operational performance.


• Develop and implement strategies to improve response times, workflow efficiency, customer satisfaction, and overall service standards.


• Review and improve service and spare parts pricing structures through operational analysis, market awareness, and business performance evaluation.


• Establish structured administrative systems for service scheduling, reporting, coordination, documentation, and operational tracking.


• Establish clear operational structures, responsibilities, and workflows between Customer Solutions Operations and the Technical Team to improve efficiency, accountability, and collaboration.


• Develop KPI tracking and reporting systems to support data\-driven decision\-making and measurable operational improvement.


• Support the development of a scalable Customer Solutions infrastructure capable of supporting future business growth across the UK and international markets.

• Develop a strong operational understanding of technical service activities, including hardware and software installation, system configuration, repair coordination, troubleshooting support, and service administration.


• Coordinate customer service and technical support activities in collaboration with the Technical Team to ensure efficient communication, workflow management, and timely issue resolution.


• Provide hands\-on operational and technical support when required, while developing a strong foundation in technical service expertise and customer solutions management.


• Develop both operational and practical technical knowledge in collaboration with the Technical Team to support long\-term operational effectiveness and professional development.


• Gain broad exposure to Customer Solutions operations to support future leadership development and departmental scalability within the organisation.


• Maintain up\-to\-date knowledge of industry trends, customer service developments, and operational best practices relevant to technical and customer support operations.


• Prepare operational and customer service\-related reports for management, HQ, and the European Head Office, including service performance analysis, failure rate reporting, and operational improvement updates.


• Act as the designated Customer Solutions and Technical Operations representative for African customers, supporting regional service operations and professionally managing escalated customer issues.


• Support the delivery of dealer and end\-user training sessions when required to strengthen operational consistency, product understanding, and customer experience standards.


• Promote a proactive, solutions\-driven service culture focused on professionalism, responsiveness, and customer experience excellence.


• This role offers a unique opportunity to develop both operational and technical leadership capabilities within a growing global organisation.

• Manage spare parts and consumable operations while continuously improving related workflows and administrative processes.


• Oversee quotations, order processing, invoicing, delivery coordination, and associated technical and administrative documentation to ensure operational accuracy and efficiency.


• Manage purchasing activities including purchase orders, goods receipt processing, accounts payable invoice posting, and import\-related administration.


• Develop and maintain structured stock control systems, including inventory tracking, documentation management, stocktakes, and record maintenance to ensure accurate and efficient inventory management.


• Manage warranty operations, including warranty parts tracking, claim administration, documentation, and record management to support efficient and accurate warranty processes.


• Support commercial performance and service revenue optimisation through effective management of spare parts, consumables, warranty systems, and service administration.


• Identify opportunities to improve operational efficiency, stock accuracy, cost control, and service profitability through ongoing process evaluation and workflow improvement initiatives.

· Eligible to work full\-time in the UK.

· Full UK driving licence is required.

· Excellent written and verbal communication skills in English. Korean language proficiency will be considered a strong advantage.

· Minimum of 7 years’ experience in customer service operations, stock management, order management, or operational coordination roles.

· Previous experience within technical service, IT, engineering, electrical, mechanical, or operational support environments is highly desirable.

· Strong analytical, organisational, and problem\-solving capabilities, with the ability to manage multiple priorities in a fast\-paced environment while maintaining a high level of accuracy and attention to detail.

· Strong report writing, administrative, and presentation skills, with proficiency in Microsoft Office applications i

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