The Role
Provide training and technical support for iTero and related dental software/hardware (IOS, IOC, Orthocad, ClinCheck). Troubleshoot clinical/software/hardware issues, document interactions, analyze trends, support internal and distributor education, participate in team meetings, and perform customer follow-ups and occasional evaluations. Frequent domestic travel and shift rotation may be required.
Summary Generated by Built In
日本語でのご案内が以下にございます。
This position is mainly responsible for supporting the iTero commercial integration with knowledge transfer, in-practice Ortho Training in APAC, internal training to Align and Distributor commercial organizations, external education in supporting the development of medical education materials. The process includes interaction and communication with all customer facing functions to clarify all Cadent-Align inquiries and provide direct communication between APAC Align Technology, Cadent and Distributors to clarify inquiries. Focus will be on internal support as well as troubleshooting clinical issues for customers.
This position is mainly responsible for supporting the iTero commercial integration with knowledge transfer, in-practice Ortho Training in APAC, internal training to Align and Distributor commercial organizations, external education in supporting the development of medical education materials. The process includes interaction and communication with all customer facing functions to clarify all Cadent-Align inquiries and provide direct communication between APAC Align Technology, Cadent and Distributors to clarify inquiries. Focus will be on internal support as well as troubleshooting clinical issues for customers.
Role expectations
- Provide training to customers in the areas of IOS, iTero, IOC, Orthocad and trouble-shooting any of these software/hardware in their different interactions with IDS or Clincheck software, Assist with review of power point presentations, digital images and scans for marketing and/or sales materials as well as clinical education materials related with IOS, Itero, IOC and Orthocad.
- Investigation and Analysis of Clinical/Software/Hardware-related customer inquiries, complaints and trouble-shooting.
- Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
- Ensure timely resolution to customer contact issue whether in-bound or out-bound.
- Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management
- Participate on weekly meeting with the team to identify issues, measure data and provide results
- Conduct occasional evaluations to the training provided to our customers by distributor personnel
- Follow up on IOS customers after the initial distributor has concluded to evaluate learning curve and if there are any needs of further follow ups or extra educational material
Additional job responsibilities:
- Provides technical assistance to customers
- Provide training to internal customers and occasionally to distributor personal or external customers
- Follows all departmental and company procedures as indicated in quality, administrative, or other systems
- Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
- Participate in proactive team efforts to achieve departmental and company goals.
- Provide support to audit processes and quality management system as required.
- Perform other duties as assigned.
What we're looking for
- Strong interpersonal, listening and persuasive communication skills.
- Dynamic, optimistic, accurate, results oriented, hard-working, creative.
- Ability to work without constant supervision.
- Dependable and attention to detail.
- Willingness to learn.
- Good team player.
- Good knowledge of basic computer operations and Microsoft Office tools.
- Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity).
- Willingness to rotate shifts, if needed.
EDUCATION and/or EXPERIENCE
- High school graduate; college graduate (BA/BS) in dentistry, biology or chemistry are preferred
- Two to three years’ experience in customer relations in medical / dental related areas
- experience working in an international call center environment, preferably on a luxury brand is a pre
- High school diploma or equivalent experience. Students / Young graduates are welcome to apply
SKILLS REQUIRED: LANGUAGE SKILLS
- Fluent in Japanese. Excellent, proven interpersonal, verbal and written communications skills.
PHYSICAL DEMANDS & WORK ENVIRONMENT
- Expect domestic business travel at least once a week.
iTero Training Specialist 業務内容
概要
このポジションは、iTeroの操作・活用方法のトレーニングを通じてiTeroユーザーをサポートします。実際には、APACの矯正・補綴・ラボトレーニング、代理店や社内トレーニング、教育教材の開発をサポートするための外部教育を担当します。サポートには顧客や代理店からの問い合わせ対応、コミュニケーションが含まれており、すべての問い合わせ内容を明確にします。顧客の臨床に関するのトラブルシューティングだけでなく、社内サポートも行います。
職務内容
このポジションは、iTeroの操作・活用方法のトレーニングを通じてiTeroユーザーをサポートします。実際には、APACの矯正・補綴・ラボトレーニング、代理店や社内トレーニング、教育教材の開発をサポートするための外部教育を担当します。サポートには顧客や代理店からの問い合わせ対応、コミュニケーションが含まれており、すべての問い合わせ内容を明確にします。顧客の臨床に関するのトラブルシューティングだけでなく、社内サポートも行います。
職務内容
- iTero、iTeroに関連するソフトウェアについて顧客にトレーニングを提供し、IDSまたはClincheckソフトウェアとのさまざまな相互作用におけるこれらのソフトウェア/ハードウェアのいずれかのトラブルシューティングを行う。iTero、iTeroと関連するソフトウェアに関する臨床教育資料のパワーポイントプレゼンテーションや、マーケティングおよび/または販売資料のデジタル画像およびスキャンのレビューをし、それらの作成をサポートします
- 臨床/ソフトウェア/ハードウェア関連の顧客からの問い合わせ、苦情、トラブルシューティングの調査と分析
- 定められた手順に従って、顧客に関する情報を正確かつ徹底的に会社のデータベースに記録
- 社内外に関わらず、顧客からの問い合わせに対してタイムリーな解決を図る
- 顧客から報告された要求や問題の傾向を意識し、顧客からの問い合わせに答えるために情報を調査、部門の仲間や経営陣と共有する
- 定期的なチームミーティングに参加し、課題を特定・共有し、データの収集・結果の提供を行う
- 代理店担当者によるお客様へのトレーニングの評価を随時実施する
- 最初の代理店によるトレーニング後、顧客のフォローアップをし、必要性があればさらなるフォローアップや追加の教育材料の提供を行う
その他職務
- お客様への技術サポート
- 顧客にトレーニングを提供し、必要に応じて代理店の顧客へもトレーニングを提供する
- 品質、管理、またはその他のシステムに示されているすべての部門および会社の手順を遵守する
- すべての安全方針、慣行、および手順を遵守する。安全でない活動についてはすべて上司および/または人事部に報告する
- 部門および会社の目標を達成するために、積極的にチーム活動に参加する
- 必要に応じて、監査プロセスおよび品質マネジメントシステムのサポートを提供する
- 状況により、その他の関連業務についても遂行する
応募資格
- 関係構築力、説得力のあるコミュニケーションスキル
- 活動的で前向き、正確性、成果主義、勤勉、独創的な方
- 指示なしでも範囲内で自主的に動ける力
- 頼りがいがあり、細部にまで気を配ることができる
- 学習意欲の高い方
- チームプレーヤー
- 基本的なコンピュータ操作とMicrosoft Officeツールの知識がある
- 成長過程の外資系企業で活躍することができる（本気で仕事に取り組む心構えを持ち、曖昧な事柄についても適宜対処することができる）
- 必要に応じて、シフト変更も対応可能な方
学歴・経験
- 高卒、歯科・生物学・化学の大学卒（BA/BS）は優遇します
- 医療/歯科関連での顧客対応経験2～3年以上
- 高卒以上、またはそれと同等の経験をお持ちの方。
必須スキル：言語スキル
- 日本語が流暢、もしくは堪能。対人関係、口頭、書面でのコミュニケーション能力に優れていること
職場環境等
少なくとも週に1回程度の国内出張。ただしエリアによっては週2～3回程度の国内出張がある場合もあり。
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.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 are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. 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. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
Skills Required
- Fluent Japanese (verbal and written)
- 2-3 years customer relations experience in medical/dental settings
- High school diploma or equivalent (college degree in dentistry, biology, or chemistry preferred)
- Experience in international call center environment (preferably luxury brand)
- Knowledge of iTero, IOS, IOC, Orthocad, IDS, ClinCheck (training or troubleshooting experience)
- Basic computer skills and proficiency with Microsoft Office
- Willingness to travel domestically at least weekly
- Willingness to rotate shifts when needed
Align Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Align Technology and has not been reviewed or approved by Align Technology.
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Healthcare Strength — Health coverage includes medical, dental, vision, life, and both short‑ and long‑term disability, along with AD&D and wellness resources. Select locations add region‑specific programs such as medical coverage and Multisport, reinforcing breadth.
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Strong & Reliable Incentives — A corporate bonus plan outlines performance‑based rewards and eligibility, and compensation is described as competitive in commercial roles. Incentive structures in sales are portrayed as offering strong on‑target earnings potential.
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Retirement Support — Retirement programs feature a 401(k) plan with company contribution mechanisms, profit sharing, and a defined contribution pension plan. These elements emphasize long‑term financial security alongside salary and bonus.
Align Technology Insights
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The Company
What We Do
Twenty years ago, we pioneered the world's first clear aligners. Since then, we have continuously innovated with new products and technologies that are revolutionizing treatments for doctors and their patients. Invisalign clear aligners and the iTero Intraoral scanner help dental professionals achieve the clinical results they expect and deliver effective, advanced dental options to their patients. Helping change millions of lives, one smile at a time. Discover your straight path to a bright future at Align. As a part of our smart, diverse and fast-moving global team, you'll make an impact for the market leader that's moving an industry forward. Want to find out what’s next for us—and for you?
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