Description
Align is the industry leader and innovator in medical devices, focused on transforming smiles and advancing digital dentistry. Align, the makers of Invisalign®, is looking for a Onboarding & Tech Support Representative to deliver a premium customer experience throughout the lifecycle of our iTero scanner technology.
This exciting role is part of a team that supports customers from the moment they acquire an iTero scanner through to installation and clinical training. The Onboarding & Tech Support Representative ensures a smooth onboarding process, educating customers on logistics, office technical requirements, installation, and timelines. You will also be a key player in resolving technical issues, acting as the link between internal teams and end users.
In this role, you will support both internal and external users of our proprietary scanner and CAD/CAM services, troubleshoot hardware/software/web application issues remotely, and ensure clear documentation in our ticketing system. You'll work cross-functionally with customer service, logistics, and training teams to ensure a seamless, high-quality customer journey.
Join Align Technology and help us empower dental professionals and patients around the world through innovative solutions and best-in-class support.
Key Responsibilities
- Communicate with customers via ticketing system, phone, or email regarding new scanner installations/registrations, technical issues, software upgrades, basic networking, scanning assistance, scanner parts and delivery status, and basic clinical questions related to software navigation.
- Identify software or hardware failures and escalate accordingly.
- Clearly communicate technical issues in a manner that is easily understood by non-technical users.
- Act as the main point of contact between customers and leasing companies.
- Guide customers through the leasing process, ensuring all financial documents are accurate and complete.
- Manage and monitor customer accounts.
- Review regional shipments to ensure they are scheduled, handled, and shipped in compliance with regulations.
- Ensure timely resolution of customer inquiries across all communication channels, including email, tickets, inbound and outbound calls.
- Complete and update tasks assigned by supervisors or managers, such as complaint follow-ups and reassigned calls.
- Coordinate equipment shipments and ensure timely fulfillment of team objectives and deadlines.
- Support internal teams by providing required documentation (e.g., pro forma invoices, return authorizations, regulatory documents).
- Contribute to the creation and maintenance of team knowledge bases and standard procedures.
- Initiate and manage the Return Material Authorization (RMA) process.
- Perform administrative tasks as needed.
- Carry out additional duties as assigned by management.
Skills, Knowledge & Expertise
- Bachelor's degree preferred.
- 1–3 years of experience in a similar role, ideally within a fast-growing international company.
- Experience with medical devices or other technical equipment is preferred.
- Excellent written and verbal communication skills in both Italian and English; proficiency in additional languages is a plus.
- Familiarity with import and export regulations is highly desirable.
- Experience with Salesforce.com and/or SAP is considered an advantage.
- Strong understanding of Microsoft Windows operating systems and the ability to troubleshoot related issues.
- Knowledge of Apple macOS is a plus.
- Solid understanding of networking principles and the ability to troubleshoot issues across various web browsers.
About Align Technology
Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!
Want to discover more about exocad and Cubicure? Click on their names for additional information.
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
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