Itero Training Specialist

3 weeks ago

Ho Chi Minh City, Vietnam AlignTech Full time

**Join a team that is changing millions of lives.**

Transforming smiles, changing lives.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

**About this opportunity**

The Training Specialist is responsible for supporting the iTero commercial integration with knowledge transfer, in-practice Ortho Training in APAC, support internal training to Align and distributor commercial organizations, external education in supporting the development of medical education materials. The process includes interaction and communication with all customer-facing functions to clarify all inquiries and provide direct communication between Align Technology, our distributors, and external customers. The focus will be on internal support as well as troubleshooting clinical issues for customers.

The main task is to ensure high quality of education for both internal and external customers on our iTero products and workflows. Responsible for maintaining a high quality of service in all interactions, fulfilling all functional/department KPIs for the managed geography with a smooth and efficient service that meets the expectations and needs of customers and partners. This role is also responsible for preparing new team members to be aligned with the processes in place and ensure their standardization across our different teams in the Asia Pacific region.

**In this role, you will**
- Provide training to customers in the areas of IOS (intra
- oral scanner) and help them bridge the scanners with any required software/hardware to facilitate different clinical workflows, virtually or onsite.
- Assist in the creation and/or review of the educational presentations, digital images and scans, marketing/sales materials, and clinical education materials related to the IOS (intra
- oral scanner).
- Support in investigation and analysis of Clinical/training-related customer inquiries, complaints, and troubleshooting for business continuity while routing the issue to the right channel.
- Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
- Ensure timely resolution to customer contact issues, in-bound or out-bound.
- 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.
- Be alert to trends in requests and issues reported by customers. In need source information by research to answer inquiries from customers and share learning with departmental peers and management.
- Analyzes post-training data and information shared to ascertain the needs of the customers while unfolding the impact on the business. Works closely with the local team to develop and evaluate the effectiveness of training towards sharing data with the management team.

**Additional Job Responsibilities**:

- Provides technical assistance to customers
- Participate in proactive team efforts to achieve departmental and company goals.
- Provide training to internal customers and occasionally to distributor personal or external customers
- Follows all departmental and company procedures as indicated in quality, administrative, or other systems
- Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
- Provide support to audit processes and quality management system as required.
- Perform other duties as assigned.
- Identify exceptional users to develop as speakers while maintaining an overall good relationship with the existing pool of speakers.

**Travel**:

- Up to 25% may be required.

**In this role, you’ll need **

**ACADEMIC BACKGROUND**
- A bachelor's or master’s degree in dentistry, biomedical, or chemistry is preferred, or any other technical field related to the organization's area of specialization, or equivalent experience.
- Specialist certifications or coursework like Clinical/dental/orthodontic/dental hygiene are a plus.

**REQUIRED EXPERIENCE**
- At least 2 years of experience in a similar operational/product training role in a fast-growing international company or within Align in a similar environment.
- Able to drive department functions for a country.
- Experience in continuous education activities of customers will be advantageous

**LANGUAGES**
- Must be highly fluent in English, excellent verbal and written English communication skills. Overall excellent communication skills are required.
- Fluency in other languages is a plus.

**SKILLS /COMPETENCIES**
- Strong interpersonal, problem solving, organiz

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