Description

JOB PURPOSE

Job Description Summary

By being the subject matter expert relating to iTero Lab product and commercial workflows, the iTero Lab and Scanner technical specialist ensures iTero Lab customers are supported effectively while providing guidance and training to Lab sales, clinical trainers and support teams. By monitoring and proactively identifying delays in the iTero Restorative product workflow, they will ensure customer orders meet SLAs and ultimately a high Customer Experience. They are expected to be able to handle lab support calls and trainings as needed whilst also providing expertise to the relevant teams

They will represent the EMEA region on R&D projects related to iTero Lab products and workflows, ensuring continued development meets the regions requirements.

 

Responsible for effectively, efficiently and promptly handling doctors’ inquiries, requests and complaints regarding the Scanner and CAD/ CAM available services or products specially from Dental Laboratories. This person is the owner of Complex technical issues from Laboratories across the assigned region. The Laboratory Technical Specialist will work independently as the owner of iTero Scanner and CAD-CAM services in the region. He/she will also be responsible for educating colleagues (EG customer support) and helping to spread technical knowledge to peers.

This person is the owner of escalations from Technical support/   If FCR cannot be achieved they need to take all necessary actions to resolve the issue this includes the follow up and notifications to all stakeholders based on the established standards. This person will be responsible for escalations to central support/ Operational Hub/ Israel as required.

MAIN RESPONSIBILITIES/DUTIES

• Manage requests and complex technical questions and issues received from customers. Issues include but are not limited to submission process, scanning assistance, , Order status (cases, fulfillment items, Scanners), remill, redirects, general inquiries on our products, Lab SW installations, clinical investigations, Lab training scheduling and other complex technical matters related to the investigation and analysis of Clinical and Restorative/Software/Hardware-related customer inquiries, complaints and trouble-shooting.
• Have a high level of technical understanding of products and workflows related to iTero restorative (Scanner and Lab) Provide support and education to iTero clinical trainers in the areas of Exocad, restorative workflow and Lab Software + trouble-shoot if needed
• Provide virtual- and remote support of iTero Dental lab SW and workflow to Dental Laboratories,
• Deliver training to dental laboratories as required as well as internal stakeholders (eg customer support); provide mentorship for support functions
• Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
• Owner of quality procedure: such as complaint follow ups, reassigned calls, etc.
• 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. Monitor recurring issues to suggest improvements, working together with regional and global team. Monitor iTero restorative workflows, mitigating delayed cases and ensuring orders meet SLAs.  This person needs to analyse the work to suggest appropriate improvements to procedures
• Roll-out improvements across the assigned region and ensure they are follower by other customer facing functions
• Possess comprehensive knowledge of company procedures and product information/materials and represent EMEA in R&D projects related to iTero Lab software and workflows, ensuring regional requirements are met and updates rolled out effectively.
• Suggest improvements and set up processes in order to help design EMEA Process for Laboratory support
• Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact.
• Display a customer-focus
• Participate in special projects and/or training when requested.
• Take initiative to ensures the effective fulfillment of objectives and deadlines assigned to the group.
• Be the expert for digital restorative workflows

 

REQUIREMENTS/QUALIFICATIONS

ACADEMIC BACKGROUND

• Degree as a Dental Technician/Master dental technician from reputable Technical School.

REQUIRED EXPERIENCE

• 4-6 years of professional experience in field of expertise with excellent technical knowledge of CADCAM and lab systems
• Good communication skills and ability to interact with different stakeholders across the company and regions

LANGUAGES

• Must be highly fluent in English, excellent verbal and written communication skills in local language.
• Any other European language is a plus

 

SKILLS /COMPETENCIES

• Must have good interpersonal skills and the ability to work cross-functionally.
• Ability to focus attention to detail.
• Ability to consistently follow through with projects to completion.
• Ability to perform in a fast-paced, highly customized manufacturing environment.
• Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
• Fully IT proficient

 

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