Manager, iTero Services

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.

 

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About this opportunity

As a Manager, iTero Services you will be responsible for the iTero post sales services ensuring prompt response to customers’ needs. Your challenges are to visualize and manage the entire after sales journey of the iTero client: Customer Service, Clinical Training and Services Sales structures for all LATAM.

In Customer Service or iTero, you will ensure customer service as per NPS improvement. With the Clinical Training team, the plan includes ensuring the proficiency of iTero users, increasing and enhancing the use of iTero and, in coordination with the Customer Service iTero team, ensuring the correct use of iTero, in order to ensure proficiency in the use of all available functions.

Finally, you must manage the possibilities of Services Sales, presenting pro-customer solutions and proposals, contract sales, upgrades and parts supply to ensure the operation of the iTero’s sold.

In this role, you will…

• Monitor, analyze and act on Customer feedback (NPS/Complaints) when appropriate;
• Provide planning and controlling development of the technical support and service needs;
• Evaluates customer support and field service quality to ensure customer requirements are met;
• Lead a team of Training, Services and Customer support specialists and ensure high quality support is provided to iTero customers by minimizing downtime and managing customer experience;
• Overlooking iTero support interfacing activities providing scanning assistance and re-trainings of doctors when required;
• Set, define and customize after sales services for iTero buyer’s pro-customer solutions either through business models, contract sales, upgrades and spare parts supply to ensure and maximize the utilization;
• Serves as liaison between sales and support teams to develop concepts and coordinate better customer experiences;
• Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support iTero customers and optimize its usage;
• Establish KPIs and SLAs related to iTero customer support (phone and tickets) and use them to drive performance across the region;
• Regularly review the quality level of customer support for iTero customers across the region, and drive changes and improvements to continually ensure a high standard of service;
• Ensure iTero support complaints are handled effectively, and root causes of issues are addressed;
• Keep shared information related to customer service up to date. This includes SOPs, Work Instructions and best practices;
• Ensuring the business operates within the company's mission statement;
• Working with legal departments on any matters that occur;
• Comply with all safety policies, practices and procedures;
• Participate in proactive team efforts to achieve departmental and company goals;
• Provide support to audit processes and quality management system as required;
• Work in partnership with the Customer Success Invisalign manager in developing and sharing best practices and common solutions.

In this role, you’ll need …

• Hold bachelor’s degree in Business Administration, Finance or equivalent experience;
• To be fluent in English and Advanced in Spanish are required;
• To have ideally 6+ years of experience in Post Sales services management;
• To establish clear Metrics and KPI’s to oversee the departmental goals and regional team’s performance, process improvement, providing guidance and direction from an analytical point of view for the Customer-centric perspective;
• To be analytical thinker who can derive insights from data to improve process and training;
• To identify and resolve problems in a timely manner; Be able to develop alternative solutions;
• To coordinate projects and develop project plans; furthermore, to be able to communicate changes and progresses to stakeholders;
• To balance time and area´s budget;
• To assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills and share expertise with others;
• To balance team and individual responsibilities, contributing to build a positive team spirit;
• To manage people, including staff planning, decision-making, facilitating and process improvement.

Sound like a good fit?   

 

. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.    

 

About Align  

  

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.   

  

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.   

  

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Global Diversity Statement:

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.