Director of Technical & Digital Services

Ivoclar NA•Town of Amherst, NY

4h•$140,000 - $170,000•Onsite

About The Position

Ivoclar has been a leader in dentistry for over a century and is one of the world’s leading dental companies. Our integrated solutions are helping to improve the state of oral health throughout the world. We share one mission: Making People Smile! Ivoclar is seeking a results-driven and customer-focused Director of Technical Services to lead our Digital & Technical Services team and provide exceptional technical support, education, and training to customers, clinicians, laboratories, and sales representatives. This leadership role is responsible for driving technical excellence, customer satisfaction, team development, and operational effectiveness across the department.

Requirements

Certified Dental Technician (CDT) required (or Registered Dental Technician (RDT) for Canada).
Minimum of 10 years of experience in a dental technical environment.
Strong background as a Dental Technician, including: Waxing, Casting, Finishing, Ceramics, Dentures, Crowns and bridges
Demonstrated teaching, training, and public speaking experience.
Strong communication, presentation, and interpersonal skills.
Ability to travel as required.
Candidates must be legally authorized to work in the United States on a permanent basis.

Nice To Haves

Associate's or Bachelor's degree preferred.
Prior leadership or management experience preferred.

Responsibilities

Create and maintain a safe, inclusive, engaged, and compliant work environment that empowers employees to achieve departmental and company objectives.
Adhere to and promote the company's Code of Conduct and corporate values.
Plan, organize, and lead departmental operations to support business objectives, productivity goals, budget adherence, and operational efficiency.
Recruit, hire, onboard, train, and develop employees.
Lead performance management activities, including employee development discussions and performance improvement initiatives.
Support and ensure compliance with the company's Quality Management System.
Collaborate effectively with cross-functional leaders and stakeholders to achieve company goals.
Present technical courses, seminars, and educational programs.
Develop technical training materials, instructional content, and support resources.
Evaluate and provide feedback on new products and technologies.
Analyze and troubleshoot products submitted by customers and document findings within the CRM Complaint Management System.
Communicate technical findings and recommendations to customers and internal stakeholders.
Provide telephone and remote technical assistance.
Prepare and deliver departmental reports and performance metrics.
Coordinate and schedule instructors for training programs and courses.
Partner closely with Sales, Marketing, Product Management, and Clinical teams to enhance customer support and product adoption.