changing lives.
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.
In this role, you will…
- 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 analyze 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
In this role, you’ll need …
- 4+ years of experience in a customer facing role
- Good communication skills and ability to interact with different stakeholders across the company and regions
High school diploma is required. BA/BS degree related studies as Dental Technician or Dental Assistance or its equivalence in experience is a plus
Must be highly fluent in English, excellent verbal and written English communication skills. Overall, excellent communication skills are required.
Fluency in other languages would be a plus
- 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.
Global Diversity Statement:
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