DIGITAL TECHNICAL SPECIALIST - FRABELUX

We are looking for our new Digital Technical Specialist to support our customers, premium orthodontists, recognized for their expertise and willing to step into a more advanced level of their patients’ treatment.POSITION SUMMARY:The Digital Technical Specialist (DTS) represents AA full digital portfolio suite. The DTS is an expert in end-to-end clinical workflows (from image acquisition to treatment execution) and uses this expertise to provide an excellent support to our customers.The position is located in our EMEA Team: Madrid (Spain).RESPONSIBILITIES:Work closely with our CS EMEA team to provide a specialized level of technical support, related to specific aspects of our Customer’s Digital Journey.Answer as quickly as possible incoming requests from customers, through different channels (phone, email, website…) to achieve the best resolution, delivering strong customer experience.Support customers facing technical difficulties in processing online orders and solve digital issues, related to the treatment and ordering platform (file upload, modification of treatments, needs for refinements…)Provide in depth training, education and onboarding for new customers.Study competitive and adjacent products, technologies, clinical studies, industry trends and other general information of interest to customers.Displays or demonstrates product, using all necessary selling aids and clinically established techniques to emphasize salable features and benefits.Be seen as the technical expert for Angel Aligner digital portfolio within the region.Handle customer complaints, raise issues through our systems, monitor them until full resolution and deliver accurate communication to customer.Develop and document knowledge into helpful content (participate to the creation of helpful content for customers), reviewing regularly data in the CRM.Accountable for establishing, defining, and monitoring Key Performance Indicators for Customer Experiences (like NPS), defining each relationship and to raise satisfaction.Prepares periodic reports as assigned.Other duties as assigned.REQUIRED SKILLS AND QUALIFICATIONExcellent verbal and written communications skills, with an outstanding customer-facing attitude.Fluent in written and spoken English + Spanish + French.Willingness to operate in an international environment.High capacity to demonstrate and communicate empathy, while at the same time, managing complex situations with customers.Advanced negotiation, presentation and closing skills: with a strong ability to influence others.Previous experience within the medical devices, life sciences or dental industry (preferred).Demonstrated ability to digest, to comprehend and to verbalize highly technical product and clinical information, related to company and industry products.Solution-oriented mindset: able to move quickly to a solution process, after identifying the root cause of a problem.Team player, who can also work independently.Outstanding organizational and time management skillsBachelor in any Technical or Clinical related specialty, or equivalent relevant experience.LANGUAGE SKILLSFluent in English and Spanish.Advanced in professional knowledge of FrenchCOMPUTER SKILLSExcellent with Microsoft suite: Word, Excel and PowerPoint.Experience in working with business management systems, including CRM (preferrable, SalesForce or DYNAMICS) and ERP software.Knowledge of Business Intelligence tools, to understand and create activity reports and dashboards is a plus