Offer summary

Qualifications:

Bachelor's Degree or equivalent in a related discipline preferred., Experience in training dental staff on imaging and/or CAD/CAM systems is highly preferred., Good verbal and written communication skills, along with presentation and public speaking abilities., 3 to 5 years of relevant professional experience, with Registered Dental Assistant or Hygienist experience preferred..

Key responsibilities:

Conduct virtual training sessions for new customers on various digital restoration products.

Manage a structured 30-day post-sale engagement plan with regular follow-ups to ensure customer satisfaction.

Facilitate resolution of software and hardware-related escalations by collaborating with internal teams and manufacturers.

Partner with sales teams to deliver virtual product demonstrations and support customer education initiatives.

Job description

JOB OVERVIEW:

This position is responsible for our digital restoration product line, including intraoral scanners & milling units. DWT’s primary responsibility is to ensure the successful integration of new equipment and technology into the customer’s practice through a primarily virtual training model. The DWT serves as the initial point of contact for training and support, offering proactive follow-ups to ensure customer satisfaction, adoption, and frequency of use. Additionally, DWT collaborates with internal sales and support teams to schedule and deliver training, manage escalations, and provide resources for ongoing customer education.

KEY RESPONSIBILITIES:

Virtual Training Delivery
- Conduct virtual training sessions for new customers on CEREC, 3Shape, Medit, Planmeca, Dexis, etc. In-person as required by manufacturer agreements.
- Develop and execute customized virtual training plans for customers, ensuring clear understanding and effective use of the equipment.
Post-Sale Support
- Manage a structured 30-day post-sale engagement plan with new customers, including virtual follow-ups at regular intervals (3-6 touch points) to assess satisfaction, address challenges, and ensure successful adoption.
- Track and report customer experiences, training outcomes, and system adoption metrics.
Customer Escalation Management
- Facilitate resolution of software and hardware-related escalations by working with internal teams (e.g., TechCentral) and manufacturers’ support teams.
- Serve as a resource for advanced troubleshooting and issue resolution.
Sales Support
- Partner with sales teams to deliver virtual product demonstrations to prospective customers.
- Support sales efforts by addressing customer questions and highlighting the benefits of digital workflows during demos and discussions.
Customer Relationship Building
- Foster relationships with customers to promote further education opportunities, such as study clubs and advanced training sessions.
- Act as a resource to ensure continuous customer engagement and education.

SPECIFIC KNOWLEDGE & SKILLS:

Experience with CAD/CAM and 3D imaging devices and planning software is preferred but not required; training will be provided for the right candidate.
Experience in training dental staff and doctors on imaging and/or CAD/CAM systems is highly preferred.

GENERAL SKILLS & COMPETENCIES:

Good understanding of industry practices
Proficient with tools, systems, and procedures
Basic planning/organizational skills and techniques
Good decision making, analysis and problem solving skills with ability to multi-task
Good verbal and written communication skills
Good presentation and public speaking skills
Good interpersonal skills
Basic conflict resolution skills
Developing professional credibility

MINIMUM WORK EXPERIENCE:

Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience. Registered Dental Assistant or Hygienist with hands-on experience is preferred. Previous technical support experience is a plus.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline.

TRAVEL / PHYSICAL DEMANDS:

Travel around 25%. Office environment. No special physical demands required.

The posted range for this position is $62,305-97,352 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

At the time of this posting, this position is eligible for a bonus not reflected in the posted range subject to the achievement of the plan.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

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