About this opportunity
This role will focus on delivering training to lab personnel on iTero software applications, integration with strategic partners and overall digital workflow using iTero. They will be critical to delivering training and support as needed for new product releases. In addition, this role will be effective, efficient and prompt in handling lab inquiries, requests and complaints regarding the Scanner, lab digital workflow and CAD/CAM available services or products related to Dental Laboratories, via phone calls and/or emails to achieve customer satisfaction. The role focuses on pursuing first call resolution (FCR) and if FCR cannot be achieved, they need to take all necessary actions to resolve the issue which could include follow up and/or notifications to all stakeholders based on established standards. In this role, you will… - Deliver training to dental laboratories related to iTero software applications and services. - Travel for meetings and on site support, up to bi-weekly. - Respond to troubleshooting requests escalated from the Technical Services team in Costa Rica or from the Lab Business Development Specialists. - Contribute to the development of training assets and materials – including proactively sharing ideas for needed resources. - Be available to provide input as needed to Product Management on market dynamics and product trends. - Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management. - Interact with customers and fellow employees in a timely, patient tactful and professional manner. Handle difficult or sensitive issues following company guidelines. - Propose ideas for procedures and processes to promote improved service and customer satisfaction, overall department improvements. - Ensure the effective fulfillment of objectives and deadlines assigned to the group. - Participate proactively in team efforts in achieving departmental and company goals. In this role, you’ll need … - 4+ years laboratory experience including digital workflow or Bachelor’s degree with 4+ years dental technology experience focused on digital workflow - Expert level experience with exocad required. - Strong interpersonal skills, problem solving, organization and prioritization skills - Strong presentation skills - Ability to work cross functionally with internal and external partners - Detail oriented, can work with minimal supervision, self-motivated results oriented, dependable, creative and positive. - Willingness to learn Good knowledge of CAD/CAM and printing technologies commonly used in the dental laboratory environmentITero Lab Trainer • North Carolina, United States
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