Director of Technical & Digital Services

Ivoclar North America•Amherst, NY

2d•Onsite

About The Position

Ivoclar, a leading dental company, is seeking a strategic, customer-focused Director of Technical & Digital Services to lead their Technical & Digital Services team. This leadership role will drive technical excellence, customer satisfaction, team development, and operational performance. The role serves as a key partner to customers, clinicians, laboratories, sales representatives, and internal stakeholders. This is an opportunity for an experienced dental technician and people leader passionate about education, innovation, digital dentistry, and delivering exceptional customer support.

Requirements

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.
Candidates must be legally authorized to work in the United States on a permanent basis.
This position is not eligible for employer-sponsored visa sponsorship now or in the future.

Nice To Haves

Associate's or Bachelor's degree preferred.
Experience supporting digital dentistry workflows, CAD/CAM technologies, and emerging dental technologies.

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.
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.