Digital Solutions Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collaborate with the commercial team to obtain qualified customer handoffs following the commitment to implement an Ormco product or solution.

• Perform practice-readiness assessments that encompass workflows, technology, staffing, training needs, and potential implementation challenges.

• Create implementation plans tailored to customers, including milestones, responsibilities, training requirements, target dates, and measures of success.

• Set clear implementation expectations with doctors and practice teams.

• Maintain oversight of assigned implementations, including milestones, risks, and backlog management.

• Provide field-based training, education, onboarding, and implementation support for Ormco's digital orthodontic offerings.

• Instruct orthodontists, general practitioners, clinical team members, treatment coordinators, and other practice staff.

• Simplify complex product and technical information into practical, repeatable workflows.

• Offer virtual follow-up training and reinforcement as necessary.

• Support standardized implementation guides, training materials, checklists, and customer-facing resources.

• Assist with initial product setup, workflow preparation, first use, initial case submissions, approvals, and early product usage.

• Track milestones, address delays and obstacles, and provide hands-on coaching during initial implementation.

• Verify activation criteria and coordinate handoffs to Clinical Success, Customer Support, or the relevant long-term owner.

• Act as a regional subject-matter expert for Ormco digital orthodontic products and workflows.

• Provide first-line product and workflow guidance while coordinating the escalation of technical, clinical, quality, or customer-service concerns.

• Monitor customer issues, ensure follow-through, and report complaints through established procedures.

• Collaborate with Field Representatives, Sales, Clinical Education, Clinical Success, Customer Support, and Technical Support teams.

• Collect customer feedback and relay product insights, enhancement opportunities, and emerging trends to internal stakeholders.

• Document implementation plans, activities, milestones, risks, outcomes, and handoffs in CRM or implementation-management systems.

• Maintain an organized field schedule and manage customer activities within an assigned region.

• Prepare reports on implementation, activities, expenses, and status updates.

• Manage travel and allocated resources in alignment with company policies and budget expectations.

• Assess activation and implementation outcomes such as onboarding time, case-start progression, utilization, training completion, customer satisfaction, transitions, and documentation accuracy.

⛳️ Requirements

• Bachelor's degree or a relevant combination of education and professional experience.

• At least three years of experience in orthodontics, dentistry, medical devices, clinical training, customer implementation, customer success, or a related field.

• Experience in training, coaching, or supporting clinicians and practice teams in a customer-facing role.

• Proven ability to learn and communicate technical, product, and workflow information effectively.

• Experience managing multiple customer implementations, training engagements, or field-based projects at the same time.

• Proficiency in Microsoft Office applications and CRM or customer-management systems.

• Willingness and capability to travel frequently within an assigned geography, including overnight trips.

• Preferred: Experience in an orthodontic or dental practice.

• Preferred: Familiarity with clear aligner treatment processes, intraoral scanning, digital orthodontic workflows, or related dental technologies.

• Preferred: Prior experience with Ormco products, Spark Clear Aligners, Ormco Digital Bonding, intraoral scanners, or similar orthodontic solutions.

• Preferred: Background in clinical roles, dental assisting, dental technology, treatment coordination, or practice management.

• Preferred: Experience delivering in-person product training and coaching in a clinical or practice environment.

• Preferred: Experience assisting with product onboarding, implementation, adoption, or customer utilization within the dental or medical-device sector.

• Strong facilitation, presentation, coaching, and adult-learning skills.

• Ability to establish credibility with orthodontists, general practitioners, clinical staff, sales professionals, and internal partners.

• Capability to translate technical and clinical concepts into clear, practical workflows.

• Strong customer focus and commitment to delivering a consistent implementation experience.

• Effective project-management and organizational skills, with the ability to handle multiple concurrent implementations.

• Robust problem-solving abilities and the capacity to identify workflow barriers and coordinate suitable solutions.

• Ability to influence results without direct authority.

• Strong written and verbal communication skills.

• Ability to work independently in a field-based setting while contributing to a coordinated regional and national team.

• Sound judgment in determining when an issue requires clinical, technical, quality, regulatory, or leadership escalation.

• Ability to utilize customer and implementation data to prioritize activities and enhance outcomes.

🏝️ Benefits

• Frequent travel and overnight travel as necessary for the assigned geography.

• Reasonable accommodations may be provided to enable qualified individuals to perform the essential functions of the role.