iTero Training Specialist

Location

Secunderabad | India

Job description

• Suggests ideas for localization of global training protocol to suit different customer personas to drive scanner utilization

• He/she also ensures effective, efficient, and prompt handling of doctors inquiries, requests, 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
• The main task is to ensure high quality of education for both internal and external customers on our iTero products and workflows
• Responsible for maintaining a high quality of service in all interactions, fulfilling all functional/department KPIs for the managed geography with a smooth and efficient service that meets the expectations and needs of customers and partners
• This role is also responsible for the alignment of the processes in place and ensuring their standardization across our different teams in the Asia Pacific region

In this role, you will

• Provide training to customers in the areas of IOS (intra-oral scanner) and help them bridge the scanners with any required software/hardware to facilitate different clinical workflows, virtually or onsite. Ensure full adoption of scanner applications with the ability to customize the integration to customer needs and existing clinic flow.
• Support commercial projects to drive IB growth with training efforts to resolve customer needs thus influencing the decision to purchase
• Assist in the creation and/or review of the educational presentations, digital images and scans, marketing/sales materials, and clinical education materials related to the IOS (intra-oral scanner).
• Support in investigation and analysis of Clinical/training-related customer inquiries, complaints, and troubleshooting for business continuity while routing the issue to the right channel.
• Accurately and thoroughly document information in the company s database(s) about each contact they handle following defined parameters.
• Ensure timely resolution to customer issues, in-bound or out-bound.
• Be alert to trends in requests and issues reported by customers. In need of source information by research to answer inquiries from customers and share learning with departmental peers and management.
• Analyzes post-training data and information to ascertain the needs of the customers while unfolding the impact on the business. Works closely with the local team to develop and evaluate the effectiveness of training for proactive further action to support the adoption of scanners.

Additional Job Responsibilities :

• Provides technical assistance to customers
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide training to internal customers and occasionally to distributor personal/external customers
• Follows all departmental and company procedures as indicated in quality, administrative, or other systems
• Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Provide support to audit processes and quality management system as required.
• Perform other duties as assigned.
• Identify exceptional users to develop as speakers while maintaining an overall good relationship with the existing pool of speakers.

In this role, you ll need

ACADEMIC BACKGROUND

• A bachelors or master s degree in dentistry, biomedical, or chemistry is preferred, or any other technical field related to the organizations area of specialization or equivalent experience.
• Specialist certifications or coursework like prosthodontic / orthodontic / dental hygiene are a plus.

REQUIRED EXPERIENCE

• At least 5 years of experience in a similar operational/product training/Commercial excellence role in a fast-growing international medical device or dental company or within Align in a similar environment.
• Able to drive department functions for the region.
• Experience in continuous education activities of customers will be advantageous

LANGUAGES

• Must be highly fluent in English, with excellent verbal and written English communication skills. Overall excellent communication skills are required.
• Fluency in other languages is a plus.

SKILLS /COMPETENCIES

• Strong interpersonal, problem-solving, organizational, and prioritization skills are essential.
• Self-motivated, dynamic, and creative with a willingness to learn with constant action.
• Dependable, able to work without constant supervision and stay result-oriented.
• Ability to pay attention to details and consistently follow through on projects to completion.
• Good team player & able to work cross-functionally.
• Good knowledge of basic computer operations and Microsoft Office tools.

Job tags

Salary