Digital Technical Specialist French - Paris Based

Digital Technical Specialist

Reporting to the Digital Technical Manager, the Digital Technical Specialist role within our Dental Digital department will be a position based in our Paris France office. 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:

• 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.
• Diagnose and resolve complex technical issues related to our digital products or services, ensuring timely resolution and customer satisfaction.
• Scheduling technical follow up with doctors.
• Support customers by phone, email and/or remote support. In some cases, may be required to visit the customer onsite.
• Provide IOS demonstration and/or installation and training at the Doctor's practice when required.
• 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.
• Perform remotely Onboarding for new/current doctors.
• Assisting the field teams in case of peaks/necessity.
• Foster positive customer relationships by delivering exceptional customer service, building trust, and ensuring customer loyalty.
• Collects/reports product improvements or ideas to the Product team.
• Maintain internal knowledge through articles, SOPs, and templates.
• Understands and support the company's policies and procedures to provide proper and effective support to our customers.

Job Requirements:

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

Operating Company: Ormco

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.