Job Description

The NobelProcera Services Customer Experience Specialist is responsible for the successful onboarding of our Full Arch services customers through the sending of their fifth case.

The Specialist is responsible for virtually training and providing support on all customer workflows to the customers and sales teams.

The Specialist will work closely with the Group Manager, Sales and Design Services to drive the onboarding customer experience and provide a concierge feeling for Mahwah Dental.

Responsibilities :

Takes the lead in onboarding and training new and existing customers in intra-oral scanning software(s) and workflows process

Liaison for onboarding new offices for pilots w / DSOs, labs, and Institution or Hospital Accounts via Mahwah Dental

Active monitoring of new customers through 5th order and alignment of backlogged issues

Verify customer has all necessary tooling for bonding appointmentTake Sales commitment and walk Sales Team through :

Coordination of pricing being added into the system for all necessary customers

Coordinate w / local Sales for on-site onboarding and conduct virtual onboarding

Send out welcome packages as needed

1st level support for issues w / onboarding new customers

Provide training where needed

Provide weekly updates of qualified customers to management / sales teams

Follow up First order and find out when to expect next order

Follow up to make sure new orders are coming and help resolve any issue

Assist customers with the use of Intra Oral scanner system, software and workflows

Perform outbound calls to customers to collect missing information from MD orders

Communicate and / or discuss issues with MD and S&D teams to be able to achieve success as per customer’s expectations

Participate and assist when reviewing / creating / updating SOPs

Participate in all other related improvements activities / projects / assignments

Ability to identify and problem solve complex dental implant restorative difficulties within DTX, 3Shape and exocad. Be able to answer questions and implement effective solutions.

Other tasks / duties as assigned by Manager

Job Requirements :

Critical Knowledge and Qualifications :

GED, High School diploma, or equivalent years of work experience required

Minimum 2 years of practical experience as a Dental Laboratory Technician, Dental Assistant or Dental Designer or equal knowledge, Required.

Minimum 1 year of experience working with complex product lines (i.e. full arch restorations), Strongly Preferred

Experience on 3D Dental software such as 3Shape, Exocad, DTX Studio Lab, or other 3D systems, Preferred

Customer service experience, Preferred

Knowledge in Intra-Oral Scanning, Photogrammetry and Digital Workflows, Preferred

Computer literacy; strong knowledge of Microsoft Office products (Word, Excel, PowerPoint), Required.

Critical Skills / technical know-how :

Ability to understand complex workflows and transfer knowledge to customers and sales team members on those workflows in a virtual training environment.

Technical expertise in dental design software(s) (DTX Lab / Clinic, 3 Shape, exocad) is strongly preferred

Ability to troubleshoot complex restorative cases, software, and workflows is required

Able to work overtime depending on business demands is required

Effective communicator and good analytical thinking skills to train Customers and team members, identify issues, take action, and resolve problems is required

Critical Experience :

Experience working with different implant manufacturers, preferred

Experience in full arch designing, case planning, and customer communication

Experience working in a regulated environment, preferred

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Target Market Salary Range :

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location;

skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs.

The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

The total compensation package for this position may also include an annual performance bonus, medical / dental / vision benefits, 401K match, and / or other applicable compensation plans.

$72,000 - $103,200

Operating Company : Nobel Biocare

Nobel Biocare

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

The EEO is the Law poster is available at : compliance / posters / pdf / eeopost.pdf.

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.

Last updated : 2024-07-02