Training Specialist, iTero

Job Description

Description

JOB PURPOSE

The Training Specialist is responsible for supporting the iTero commercial integration with knowledge transfer, in-practice Ortho Training in APAC, internal training to Align and Distributor commercial organizations, external education in supporting the development of medical 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. Focus will be on internal support as well as troubleshooting clinical issues for customers.

Main task is to ensure that the education of both internal and external customers on our iTero products and workflows. Maintaining a high quality of service in all interactions, fulfilling all KPIs, with a smooth efficient service that meets the expectations and needs of customers and partners. This role is also responsible for preparing new team members to be aligned with the processes in place as well as guarantee their standardization across our different teams in the Asia Pacific region.

In addition, will be responsible for working on projects to enhance educations programs, opportunities and knowledge for our customers.

MAIN RESPONSIBILITIES/DUTIES

• Provide training to customers in the areas of IOS, iTero, IOC, Orthocad and trouble-shooting any of these software/hardware in their different interactions with IDS or ClinCheck software, virtually or onsite.
• Assist with review and creation of educational presentations, digital images and scans for marketing and/or sales materials as well as clinical education materials related with IOS, Itero, IOC and Orthocad.
• Investigation and Analysis of Clinical/Software/Hardware-related customer inquiries, complaints and trouble-shooting.
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
• Ensure timely resolution to customer contact issue whether in-bound or out-bound.
• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management
• Participate on weekly meeting with the team to identify issues, measure data and provide results
• Conduct occasional evaluations to the training provided to our customers by distributor personnel.
• Follow up on IOS customers after the initial distributor has concluded to evaluate learning curve and if there are any needs of further follow ups or extra educational material.

Additional job responsibilities:

• Provides technical assistance to customers
• Provide training to internal customers and occasionally to distributor personal or 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.
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide support to audit processes and quality management system as required.
• Perform other duties as assigned.

Travel:

• Up to 25% may be required.

REQUIREMENTS/QUALIFICATIONS

ACADEMIC BACKGROUND

• A bachelor's or master degree in in dentistry, biology or chemistry are preferred or any other technical field related to the organization's area of specialization, or equivalent in experience.

REQUIRED EXPERIENCE

• At least 2 years of experience in a similar operational role in a fast growing international company or within Align in a similar environment.

LANGUAGES

• Must be highly fluent in English, 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. Must be self-motivated and initiating.
• Dynamic, optimistic, accurate, results oriented, hard-working, creative.
• Ability to work without constant supervision.
• Dependable and attention to detail.
• Willingness to learn.
• Good team player & able to work cross-functionally.
• Good knowledge of basic computer operations and Microsoft Office tools.
• Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity).
• Willingness to rotate shifts, if needed.
• Ability to consistently follow through with projects to completion.
• Strong leadership and excellent people skills.
• Advanced typing skills.

SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK

• Clinical/dental/orthodontic certifications are a plus.

WORK ENVIRONMENT DEMANDS

No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear. Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/