Clinical Specialist - GCC

Job Description:

Provides technical expertise to sales representatives, resellers and customers during the sales process. Responsible for the development and use of a set of software tools to improve the accuracy, completeness, and timeliness of Quotations, Orders and Order Changes.

Job Requirements:

​The successful candidate will focus on providing clinical and customer support to Orthodontist professionals within GCC. With an emphasis on our Spark Clear Aligner system, the candidate will be responsible for initial processing and assessment of digital orthodontic cases and related technical support, as well as providing onsite assistance, installation, and training of our complete digital clear aligners treatment portfolio.

Primary Duties

• Provide in depth training, education, onboarding and technical support to customers and local teams for SPARK, IOS, and future products in the Ormco commercial portfolio.
• Diagnose and resolve complex technical issues related to our digital products or services, ensuring timely resolution and customer satisfaction.
• Ensure that the customer receives correct design and material choice for the individualized dental product.
• Perform Spark aligner onboarding, on-site/remote, for new/current doctors.
• Scheduling technical follow up with doctors.
• Support customers by phone (call centre), CRM, email, teams or remote/on-site.
• Assist and engage in dialogue with the customer in the event of any defects in products.
• Provide IOS demonstration and onboarding at the Doctor’s practice.
• Collect and report effectively and efficiently any issues or calls outbound/inbound related into our CRM system.
• Co travel with sales team, technically supporting the team for new and existing customers and at Dental shows/events.
• Providing technical support (software & web) for products in our digital portfolio.
• Collects/reports product improvements or ideas to the Product team.
• Maintain internal knowledge through articles, SOPs, and templates.
• Understands and supports the company's policies and procedures to provide proper and effective support to our customers.
• Additional tasks as required.

Job Requirements:

• MUST be in possession of a Dental certification as dentist OR Orthodontist.
• Prior experience with dental/orthodontic industry including understanding of digital workflow and manufacturing processes.
• Preferably previous experience in a similar role including clinical, Intra-Oral Scanners, 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 and customer-oriented mindset.
• Enthusiastic, logical, and creative thinker
• Must be willing to travel and be in possession of a valid driver’s license. (up to 50% travel expected between UAE/KSA/Kuwait).
• Must possess a fluent level of the English language, Arabic is a plus.
• This position will be based either out of Dubai, UAE or Riyadh, KSA.

Operating Company:

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.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.