Digital Technical Specialist at ORMCO / SPARK - Based Remote in France

Job Description:

The Digital Technical Specialist role at Ormco/Spark will be a part of our Dental Digital department and will preferably work remotely from France. The role focuses on providing excellent operational and customer support to Dental professionals within France and EMEA, with an emphasis on our Clear Aligner SPARK. The successful candidate will be responsible for the initial doctor onboarding, the technical support of digital orthodontic cases, as well as providing remote support with the installation and training of our Dexis-branded intra-oral scanner (IOS).

Primary duties:

1. Provide remote in-depth training, education, onboarding and technical support to customers and local teams for SPARK, IOS, ODB, Insignia, Memotain and future products in the Ormco portfolio.
2. Diagnose and resolve complex technical issues related to our digital products or services, ensuring timely resolution and customer satisfaction.
3. Schedule technical follow-up with doctors.
4. Support customers by phone, email and/or remote support. In some cases, may be required to visit the customer onsite.
5. Provide IOS demonstration and/or installation and training at the Doctor’s practice when required.
6. Accurately document customer interactions, issues, and resolutions in our CRM ticketing system, and provide regular reports to the Team Manager on recurring or critical problems.
7. Perform remote onboarding for new/current doctors.
8. Assist the field teams in case of peaks/necessity.
9. Foster positive customer relationships by delivering exceptional customer service, building trust, and ensuring customer loyalty.
10. Collect and report product improvements or ideas to the Product team.
11. Maintain internal knowledge through articles, SOPs, and templates.
12. Understand and support the company's policies and procedures to provide proper and effective support to our customers.

Job Requirements:

1. Dental Technician or Dental Hygienist diploma/certification preferable and/or prior experience within the dental/orthodontic industry.
2. Prior experience within the digital/medical industry will also be considered.
3. Experience in dental/orthodontic industry including understanding of digital workflow and manufacturing processes will also be considered.
4. Previous experience in a similar role including Intra-Oral Scanners, CAD/CAM systems, digital design software, 3D printing and digital dentistry.
5. Tech-savvy, fully IT literate (Windows, MAC, MS Office, remote support tools). Strong ability to understand and deliver on technical user requirements.
6. Excellent organizational skills.
7. Proactive, self-sufficient, with a strong team-oriented mindset.
8. Enthusiastic, logical, and creative thinker.
9. Native level of the French language, fluent level of the English language. Any other European language would be a plus.

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