DTS Israel

Job Description:

This role within our Dental Digital department, reporting directly to the DTS Manager, focuses on providing excellent operational and customer support to Dental professionals within Israel and EMEA. With an emphasis on our Clear Aligner SPARK. The DTS 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).

• Collaborate with the support team, sharing knowledge and expertise, and assisting colleagues to achieve team goals and provide seamless customer support.
• Provide remote in depth training, education, onboarding and technical support to customers and local teams for SPARK, ODB, IOS, Insignia, Memotain and future products in Ormco portfolio.
• Offer expert-level technical support and guidance to customers and internal teams via various communication channels, such as phone, email, and live chat.
• 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.
• 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.
• Assist in training and mentoring junior DTS support agents, sharing your expertise and best practices to develop their technical and customer service skills.
• 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 Hebrew, fluent English, any other European language would be a plus.

Operating Company:

Implant Direct

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.