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iTero Training Specialist @ Align Technology

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 iTero Training Specialist

Job Description

  • The iTero Training Specialist is responsible for supporting the iTero commercial integration with knowledge transfer, in-practice Ortho Training in APAC, support internal training to Align and distributor commercial organizations, and external education in supporting the development of education materials
  • The process includes interaction and communication with all customer-facing functions to clarify all inquiries and provide direct communication between Align Technology, our distributors and external customers
  • The focus will be on internal support as well as troubleshooting clinical issues for customers
  • 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
  • Key Responsibilities
  • In this role, you will
  • Provide training to customers in the areas of IOS (intraoral scanner) and help them bridge the scanners with any required software/hardware to facilitate different clinical workflows, virtually or onsite
  • 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 (intraoral 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
  • Skills, Knowledge Expertise
  • In this role, you'll need
  • ACADEMIC BACKGROUND
  • A bachelor's or master's degree in dentistry, biomedical, or chemistry is preferred, or any other technical field related to the organization's 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 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
  • Applicant Privacy Policies
  • Review our Applicant Privacy Policies for additional information

    • Job Classification

    Industry: Medical Services / Hospital
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Customer Success
    Role: Customer Success Associate
    Employement Type: Full time

    Contact Details:

    Company: Align Technology
    Location(s): Mumbai

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    Keyskills:   orientation ms office tools administration writing product training sales

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    Align Technology

    Align Technology is a global medical device company with industry-leading innovative products -- Invisalign clear aligners and iTero Intraoral scanners -- that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

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