MAIN RESPONSIBILITIES / DUTIES
Provide initial and ongoing training to new and existing iTero customers.
Provide high quality training to new and existing iTero customers and adhere to training curriculum and process.
Provide ongoing customer support to new and existing customers to foster positive long-term relationships.
They must also assist and work with other team members in investigating root causes of customer complaints.
Act as a consultant for Customer Advocacy in topics related to specialized dentistry subjects and clinical treatment management.
Conduct continuous assessment of training needs; develop and / or utilize appropriate resources to deliver special training programs.
Design and implement training programs to improve inbound / outbound calls and e-mail communications with customers and staff personnel, as well as the entry of related information and data in the contact management system.
Recommend, develop and implement improved processes to track trend and improve internal quality measurement within the department.
Select and / or develop teaching aids such as training presentations, demonstration models, and multimedia visual aids.
Maintain up to date all training records.
Confer with management and / or supervisors to make them aware of any challenge found during training.
Work with management to develop recommended action plans for upcoming training sessions when needed.
Assist in preparing appropriate development plans for continuous improvement.
Manage the improvements, modifications, and structure of the Customer Advocacy Systems (SAP / MyAlignTech and / or Sales Force).
Assist in the development and delivery of any new software versions or products.
Ensure the department is prepared for all government regulatory audits e.g. FDA, ISO, by delivering / implementing actions received from the Quality Department.
Independently and efficiently, book travel as needed and within company guidelines.
Manage business expenses and expense reporting in a timely and accurate manner.
REQUIREMENTS / QUALIFICATIONS
Normally requires a Bachelor Degree from a four-year college or university
Typically, less than one year of directly related experience
May develop at this level for 2-3 years
Basic knowledge of applicable Quality System regulations, such as GMP / QSR and ISO 13485, is desired.
Strong written and oral communication abilities required.
Fluent English required (reading, writing, and conversation).
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.
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