iTero Training Specialist
5 개월전에
About this opportunity
The iTero Training Specialist ensures high quality of education for both internal and external customers (dentist or dental labs) on our iTero products and workflows. 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 focusing 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. In this role, you will… Provide training to internal & external customers (Dentists or Dental laboratories) on iTero products & workflows. Assist with the review and creation of educational presentations, digital images, and scans. Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters. Conduct occasional evaluations on the training(s) provided to our customers by distributor personnel & assess if there is any need for further follow-ups or extra educational material. Respond to requests, questions and issues received from customers via phone and/or email; regarding issues like the submission process, scanning assistance, MAT person profile creation, relations set up, Order status (cases, fulfilment items, Scanners), re-mill, redirects, general inquiries on our products, Lab SW installations, clinical investigations, Lab training scheduling and others 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. Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements. Participate proactively to team efforts in achieving departmental and company goals. Experience managing speakers/KOLs during the event process and maintaining an overall good relationship while encouraging further development of speakers. Provide support to audit processes and quality management systems as required. In this role, you’ll need … A Bachelor’ or Masters’ degree in dentistry or dental related field, and/or relevant industry knowledge/experience as a Dentist, Dental Hygienist/Technician/Assistant/dental product specialist is a plus. Exposure to dental CAD/CAM work is preferred. High proficiency in both verbal and written English. Fluency in additional languages is highly preferred. Experience in planning and organizing events both virtual and physical will be advantageous/preferred Skill sets and qualification Strong spoken and written communication skills in English. Able to travel locally. High agility, customer focus mindset, with strong accountability. Team contributor who cultivates a collaborative work environment Strong interpersonal, problem-solving, organizational and prioritization skills. Ability to pay attention to details and work with minimal supervision; Self-motivated and willing to learn, results oriented, dependable, creative & positive. Good knowledge of basic computer operations and Microsoft Office tools.-
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