Digital Tech Support Specialist
Ormco - Deutschland

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ORM000187

OPCO Description

Ormco Corporation is an operating company within Sybron Dental Specialties. For more than 50 years, Ormco has provided innovative products and services that help orthodontists deliver exceptional clinical results in the least amount of time and with the greatest patient comfort. The company is a subsidiary of Sybron Dental Specialties, Inc., a leading manufacturer of a broad range of value-added products for the dental profession, including the specialty markets of orthodontics, endodontics and implantology, and a variety of infection prevention products for use by the medical profession.

Ormco’s subsidiary DPI (Dimensional Photonics International, Inc.) is a technology leader in rapid and ultra-accurate three-dimensional (3D) measurement systems. The technology originated at MIT’s Lincoln Laboratory. DPI is currently developing a rapid 3D digital impression system.

DPI’s headquarters is four miles north of the Intersection of 128/I-93 in Wilmington, MA. Also see www.dpi-3d.com, www.ormco.com and www.[insignia].

Description

Ormco is seeking a Technical Support Specialist for its new digital impression system. The Specialist will be focused on the product launch in Germany.

The digital impression system is designed to replace physical impressions and enable customized orthodontic product fabrication.

As part of its Technical Support team, the individual will be responsible for the customer facing support necessary to ensure the digital impression systems installed at user sites are functioning properly and to create a great customer experience.

You will often need to coordinate the input of a variety of domain experts so technical communication and comprehension skills are very important.

During the initial limited launch of the system, however, this individual will be located in the field in Germany performing installations and providing training to end users.

This is a critically important first step to ensure readiness of the candidate to assume a leadership role in technical support and assist in transitioning install/training efforts to others.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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Initially support sales and conduct installation and training efforts for the digital impression system during initial, limited, launch

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Recruit individuals to the technical support team to build a strong support base for our customers

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Act as technical/commercial liaison between the technical product development, sales, service, and training teams as their efforts pertain the digital impression system

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Master the technology and the technical aspects of this complex instrument

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Develop a sound understanding of the user’s needs

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Support training of the sales force, technical installation experts and service personnel

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Troubleshoot issues and support other after-sale service requirements with end users

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Responsible for developing protocols and leading the front-line technical support team

Translate user feedback into technical specifications for future product enhancements

Qualifications

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Experience with CAD/CAM software

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Clinical or commercial experience in dentistry or healthcare setting

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Experience with launching new technology products

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Fluent in German and English, preferably a native German speaker

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Fluency in other European languages a plus

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Intellectual curiosity. Regardless of your background, you

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encounter new technologies and problem domains here. A natural curiosity is a great asset in this environment

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Excellent written and verbal communication skills

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Solid organizational skills; Able to handle multiple tasks/projects simultaneously

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Strong problem-solving skills, ability to thrive in a fast-paced, challenging environment

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Strong desire to learn

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3 - 5 years experience in healthcare technical support with proven ability to lead a team

EDUCATION:
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BA/BS, preferably in a technical field

Location:
After limited launch of the digital impression system the position will be based in Germany.

Initially, for training, the individual will be located in Wilmington, Massachusetts USA at the Ormco facility where the system was developed.

Duration in the USA will be approximately 2 months.

Travel during initial install/training efforts will be extensive.

Danaher Overview

Danaher Corporation is a company that designs, manufactures and markets products and services with strong brand names, proprietary technologies and major market positions with 2009 revenue of $12.8 billion. Danaher’s business activities encompass five reporting segments 1 – Environmental; 2 – Test & Measurement; 3 – Dental; 4 – Life Sciences and Diagnostics; 5 – Industrial Technologies.

Driven by strong core values and a foundation provided by the Danaher Business System, Danaher's associates are pursuing a focused strategy aimed at creating a Premier Global Enterprise.

Danaher operates globally and have approximately 50% of its revenues derived from outside the United States. The Company has significant operating businesses headquartered in Europe and has greatly expanded its operating presence in Asia over the past several years. Danaher is a well-capitalized business, which has historically used available cash flow to fund acquisition activity. Annually, the Company typically evaluates several hundred opportunities, completes 15-20 deals and deploys more than $2 billion of capital into acquisitions ranging from early stage technology to large public companies.

Organization

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Ormco

Job Function

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Technical Service

Primary Location

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Europe-Germany

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Schedule

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Full-time

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