iTero Training Specialist

About this opportunity

The iTero Training Specialist ensures delivery of high-quality education for both internal and external customers (dentist or dental labs) on our iTero products and workflows. He/she also ensures effective, efficient, and prompt handling/escalation of country trends and complaints regarding the Scanner and CAD/ CAM available services or products especially from Dental Laboratories, via phone calls and/or emails to achieve customer satisfaction. The role will involve a focus on pursuing first call resolution (FCR) and if FCR cannot be achieved, they need to take all necessary actions to resolve the issue which includes follow-ups and/or notifications to all stakeholders based on the established standards.

Key Responsibilities

• Provide training to internal & and external customers (Dentists or Dental laboratories) on iTero products and workflows in assigned territories.

• Drive regional/country growth with the commercial team. Provides training-related field insights to co-create a roadmap of activities to support the commercial goal.

• Drives local alignment on Mastering iTero program and ensures 100% execution of the same with more focus on maximizing scanner integration in practices that own iTero and Invisalign providers

• Onboarding new trainers and promptly identifying CE for the country Play an important role in the process of developing team members’ knowledge and competency, based on his/her own knowledge of product, market, and customer needs.

• Provide guidance and support to new team members or peers

• Minimise additional/refresh training and live scan support for handled accounts with focussed and value-driven execution of 90 days of training touchpoints

• Assist with the creation and review of educational presentations, digital images, and scans. Serves as a mentor to other trainers in the country for educational presentations

• Identify improvement opportunities to enhance training programs and/or to create new programs to drive scanner utilization.

• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.

• Conduct occasional evaluations on the training(s) provided to our customers by distributor personnel & and assess if there is any need for further follow-ups or extra educational material..

• Ensure all processes are well documented and prepared to be audited by all government regulatory audits. Implement actions received from the Quality & Regulatory Affairs department. Comply with all safety policies, practices, and procedures.

• Respond to requests, questions, and issues received from customers via phone and/or email; regarding issues like: the submission process, scanning assistance, MAT person profile creation, relations set up, Order status (cases, fulfillment items, Scanners), re-mill, redirects, general inquiries on our products, Lab SW installations, clinical investigations, Lab training scheduling and others

• Be alert to trends in requests and issues reported by customers & and trainers in the country. Research information to answer inquiries from customers and share learning with departmental peers and management.

• Propose ideas for procedures and processes to promote improved service and customer satisfaction and overall department improvements.

• Participate proactively in team efforts to achieve departmental and company goals.

• Experience in managing speakers/KOls during the event process and maintaining an overall good relationship while encouraging further development of speakers.

Skills, Knowledge & Expertise

• A Bachelors’ or Masters’ degree in dentistry or a dental-related field, and/or relevant industry knowledge/experience as a Dental Technician/Assistant/dental product specialist is a plus. Exposure to dental CAD/CAM work is preferred.

• 5+ years’ experience in Digital dentistry and/or similar domains.

• High proficiency in both verbal and written English. Fluency in additional languages is highly preferred.

• Project management experience with a strong ability to align with senior stakeholders.

• Good team player who can steer regional growth.

• Ability to hone customer training skills and mentor new trainers to upskill.

• Experience in planning and organizing events both virtual and physical will be advantageous/preferred

• Strong interpersonal, problem-solving, organizational, and prioritization skills.

• Ability to pay attention to details and work with minimal supervision