Job DescriptionReporting to the Digital Technical Sr. Manager, the Digital Technical Specialist role within our Dental Digital department will be a remote position from Spain. The role focuses on providing excellent operational and technical support to Dental professionals within Spain and EMEA. With an emphasis on our Clear Aligner SPARK. The successful candidate will be responsible for the initial doctor Onboarding, the technical support of digital orthodontic cases, as well as providing remote support with the installation, and training.
Primary duties
Provide remote in-depth training, education, onboarding and technical support to customers and local teams for SPARK, IOS, ODB, Insignia, Memotain and future products in the Ormco portfolio.
Diagnose and resolve complex technical issues related to our digital products or services, ensuring timely resolution and customer satisfaction.
Scheduling technical follow up with doctors.
Support customers by phone, email and/or remote support. In some cases, may be required to visit the customer onsite.
Accurately document customer interactions, issues, and resolutions in our CRM ticketing system, and provide regular reports to the Team Manager on recurring or critical problems.
Perform remotely Onboarding for new/current doctors.
Assisting the field teams in case of peaks/necessity.
Foster positive customer relationships by delivering exceptional customer service, building trust, and ensuring customer loyalty.
Collects/reports product improvements or ideas to the Product team.
Maintain internal knowledge through articles, SOPs, and templates.
Understands and support the company's policies and procedures to provide proper and effective support to our customers.
Job Requirements
Dental Technician or Dental Hygienist diploma/certification preferable and/or prior experience within the dental/orthodontic industry
Prior experience with dental/orthodontic industry including understanding of digital workflow and manufacturing processes.
Previous experience in a similar role including Intra-Oral Scanners, CAD/CAM systems, digital design software, 3D printing and digital dentistry.
Tech-savvy, fully IT literate (Windows, MAC, MS Office, remote support tools). Strong ability to understand and deliver on technical user requirements.
Excellent organizational skills
Proactive, self-sufficient, with a strong team-oriented mindset
Enthusiastic, logical, and creative thinker
Native Spanish language skills and fluent English language skills required. Any other European language would be a plus.
#J-18808-Ljbffr