Director of Technical & Digital Services

About the role

The Director of Technical & Digital Services plays a crucial role in Ivoclar, a leading dental company dedicated to improving oral health worldwide. Reporting to the Vice President of Technical & Digital Services, this individual will lead a team focused on delivering exceptional technical support, customer satisfaction, and operational excellence.

Key Responsibilities

• Serve as the strategic leader for delivering exceptional technical support to customers, clinicians, laboratories, and sales teams.
• Design and deliver technical education programs, customer training sessions, and professional seminars that enhance product knowledge and user success.
• Develop and maintain high-quality training materials, instructional resources, and technical documentation.
• Evaluate emerging products, technologies, and digital solutions, providing expert recommendations to support business objectives.
• Investigate and troubleshoot customer-reported product issues, ensuring accurate documentation within the CRM Complaint Management System.
• Communicate complex technical information and actionable recommendations to customers and internal stakeholders in a clear and effective manner.
• Provide remote and telephone-based technical guidance, ensuring timely and professional issue resolution.

Leadership

• Recruit, develop, and retain a high-performing team through effective onboarding, coaching, and mentorship.
• Lead performance management, career development, and succession planning initiatives that strengthen organizational capability.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Monitor departmental performance indicators and deliver meaningful reports and insights to senior leadership.
• Oversee the coordination of instructors, schedules, and logistics for technical training programs.
• Collaborate with Sales, Marketing, Product Management, and Professional Services teams to support product adoption, customer engagement, and business growth.
• Champion continuous improvement initiatives that enhance service quality, operational efficiency, and the overall customer experience.

Required Qualifications

• Certified Dental Technician (CDT) required.
• Minimum of 10 years of experience in a dental technical environment.
• Strong technical expertise in: Waxing, Casting, Finishing, Ceramics, Dentures, Crown & Bridge and Crown & Bridge.
• Demonstrated experience delivering technical training, education, or presentations.
• Previous leadership or management experience.
• Excellent communication, presentation, and interpersonal skills.
• Ability to travel as needed.
• Associate's or Bachelor's degree preferred.
• Experience supporting digital dentistry workflows, CAD/CAM technologies, and emerging dental technologies.

Pay

Base Salary Range: $140,000 - $170,000 plus bonus opportunity. Final compensation will be determined based on experience, qualifications, and skills.