Digital Solutions Specialist

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Collaborate with the commercial team to receive qualified customer transitions upon commitment to implement an Ormco product or solution.

• Perform practice-readiness evaluations that encompass workflows, technology, staffing requirements, training necessities, and potential implementation challenges.

• Create tailored implementation plans for customers, outlining milestones, responsibilities, training needs, target dates, and success metrics.

• Set clear implementation expectations with doctors and practice teams.

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

• Educate orthodontists, general practitioners, clinical team members, treatment coordinators, and practice staff on products, systems, and workflows.

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

• Offer virtual follow-up training and reinforcement support.

• Aid in the development of standardized implementation guides, training materials, checklists, and customer-oriented tools.

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

• Track milestones, address delays and obstacles, and deliver hands-on coaching.

• Verify activation criteria and organize documented transitions to Clinical Success, Customer Support, or the designated long-term owner.

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

• Provide primary product and workflow guidance and facilitate the escalation of technical, clinical, quality, or customer service issues.

• Monitor customer issues and analyze/report complaints through established protocols.

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

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

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

• Manage field schedules, customer activities, travel, and allocated resources within the designated area.

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

• Adhere to company policies regarding customer engagement, product training, quality reporting, data privacy, travel, and expenses.

⛳️ Requirements

• Bachelor’s degree or equivalent combination of education and relevant professional experience.

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

• Proven experience in training, coaching, or supporting clinicians and practice teams in a customer-facing context.

• Demonstrated capability to learn and effectively communicate technical, product, and workflow information.

• Experience in managing multiple customer implementations, training initiatives, or field projects simultaneously.

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

• Willingness and ability 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 similar dental technologies.

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

• Preferred: Background in clinical, 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 in the dental or medical device sector.

• Strong facilitation, presentation, coaching, and adult learning abilities.

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

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

• Strong customer focus and dedication to providing a consistent implementation experience.

• Effective project management and organizational skills, with the capacity to manage multiple concurrent implementations.

• Strong problem-solving abilities and the capacity to identify workflow challenges and coordinate effective solutions.

• Ability to influence outcomes without direct authority.

• Excellent written and verbal communication skills.

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

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

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.