JOB DESCRIPTION:

Reporting to the Digital Technical Manager, the Digital Technical Specialist Field role within our Dental Digital department will be a remote/hybrid position from Czech Republic. The role focuses on providing operational and customer support to Dental professionals within Czech Republic and EMEA. With an emphasis on our Clear Aligner SPARK and other products within the Ormco portfolio. The successful candidate will be responsible for initial processing and assessment of digital orthodontic cases and related technical support, as well as providing onsite demo, installation, and training of our Dexis-branded intra-oral scanner (IOS).

Primary duties:

• Provide in depth training, education, onboarding and technical support to customers and local teams for SPARK, Dexis IOS, Insignia, Memotain and new products.
• Provide quick response and resolution to customers’ requests.
• Scheduling technical follow up with doctors.
• Support customers by phone (call center), email, remote support and/or onsite.
• Provide Dexis IOS demonstration and/or installation and training virtually or at the Doctor’s practice.
• Collect and report effectively and efficiently any issues or calls outbound/inbound related into our CRM system.
• Perform remote/on-site Onboardings for new/current doctors.
• Assisting the field teams in case of peaks/necessity.
• Providing technical support (software & web) for products in our digital portfolio.
• 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 Czech, fluent in English, any other European language would be a plus.
• Ability to travel on occasion (25%) with a valid driver’s license as we provide a company car.

LI-EU

• Provide in depth training, education, onboarding and technical support to customers and local teams for SPARK, Dexis IOS, Insignia, Memotain and new products.
• Provide quick response and resolution to customers’ requests.
• Scheduling technical follow up with doctors.
• Support customers by phone (call center), email, remote support and/or onsite.
• Provide Dexis IOS demonstration and/or installation and training virtually or at the Doctor’s practice.
• Collect and report effectively and efficiently any issues or calls outbound/inbound related into our CRM system.
• Perform remote/on-site Onboardings for new/current doctors.
• Assisting the field teams in case of peaks/necessity.
• Providing technical support (software & web) for products in our digital portfolio.
• 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