INVISALIGN SINGAPORE PTE. LTD.

You’re super friendly, have an entrepreneurial spirit, eager to learn, and a natural team player. Your goal is to offer the best customer experience and provide top notch customer service.

At the Invisalign® Experienced Locations, we're reinventing how people think about their teeth…AGAIN.

With the Invisalign® system, Align Technology revolutionized teeth straightening by moving away from old-school braces to clear, removal aligners that rely on innovative software to create a straighter, better smile. We're reinventing the way consumers learn about and get started on their journey to straighter teeth with an Invisalign® retail experience. You find ways to effectively communicate Align’s vision and brand and offer the best experience to anyone who walks through our doors.

In this role, you will…

• Promote and maintain high-level customer service and ensure customers experience the Align Brand and values.


• Reach out to existing and potential customers to present our products.


• Answering or making calls to clients to address their needs.


• Maintain store's inventory and implement proper policies and procedures.


• Maintain general upkeep and cleanliness of the store.


• Coordinate in store events as appropriate.


• Provide support to audit processes and quality management system as required.


• Perform other duties as assigned.

In this role, you’ll need…

• Demonstrated customer service ability with at least 2+ years’ experience in a customer-facing environment and telemarketing preferred.


• Strong customer service and communication skills.


• Ability to function in a fast-paced business.


• Available to work weekends and evenings.


• Tech savvy.

About this opportunity

The primary responsibility of the Supply Chain Analyst, APAC role is to effectively and efficiently work with relevant stakeholders on operational, implementation and process improvement know-how, covering from sourcing and procurement, international shipping, customs clearance, warehousing, domestic distribution to payment in APAC.

In this role, you will…

• Be a control tower to provide data and performing ad hoc analysis request


• Analyze end to end performance KPIs provided by 3PLs and monitor trends, investigate root causes, review corrective and preventive action and make logical recommendations for improvements


• Develop and maintain a reporting suite of STS, OTC and SFDC reports and dashboards for weekly / monthly internal stakeholder review


• Oversee and manage APAC Supply Chain complaint tickets


• Gather spend data, analyze details, identify outliers and anomalies through useful graphs and dashboards to visualize and effectively convey the information to deliver the strategic initiatives


• Manage all APAC supply chain contracts by tracking respective expiry/renewal status


• Perform supply chain modelling, feasibility study and financial analyses mainly through data collation, data analyses and development of models / scenarios / forecasts to support the APAC Supply Chain team


• Support compiling the necessary supply chain information for issuing RFQ to 3PLs


• Support SAP troubleshooting


• Provide support to audit processes and quality management system as required.

In this role, you’ll need …

• Diploma/Degree in Business Management, Logistics or Supply Chain or equivalent practical experience


• 3-5 years of experience in the supply chain industry or in a similar role managing logistics service providers


• Experienced with complex problem solving and analysis using statistical methods


• Proficient in crunching numbers, handling large data sets with strong quantitative skills


• Strong critical thinking, analytical and decision-making skills


• Attention to details and high data accuracy.


• Pro-active and willing-to-learn attitude


• Strong knowledge of ERP systems is essential (SAP experience is a definite advantage)


• Experience with visual analytics platform is essential (eg. Power BI)

Based in Singapore, The iTero Marketing Manager will plan, coordinate and execute the downstream marketing plans for South East Asia and India. The incumbent will be responsible for the strategic planning, development, implementation and budget management of all professional marketing activities.

The candidate would have demonstrated a strong business acumen, managing stakeholders, ability to influence, strategize and prioritize and exercise impact on the business results in a fast-paced environment working with a cross functional team of professionals. Hands on, individual contributor role all the way from planning to execution.

This role will report into the Marketing Director for South East Asia and India.

In this role, you will…

Working alongside APAC Regional Marketing, the iTero organization and Invisalign counterparts, the iTero Marketing Manager (SEA & IN) will:

• Collaborate with local leadership, Invisalign counterparts to drive alignment of iTero initiatives.


• Lead development of strategic annual and long-term plans for iTero.


• Plan and execution of internal and external communication for new marketing and product initiatives.


• Ensure our key stakeholders are equipped with the relevant tools to ensure the smooth roll out of marketing initiatives across the entire product mix.


• Contribute to the inception of new initiatives, through to launch and post-launch monitoring, tracking and analyzing business results.


• Ensure the “voice of the customer” is sufficiently captured and integrated in all product solutions delivered to the marketplace.


• Develop our KOL and thought-leadership programs.


• Mentor and lead development of Marketing Assistants who report into this role.

Professional Communication

• Work with the global and regional teams to localize collateral for South East Asia and India


• Partner with regional & local teams to manage local launch plans, working closely with legal and regulatory teams


• Develop customer communication plans for new product initiatives, software commercialization, and promotions.


• Management of all customer communication including traditional trade press advertising & digital advertising including EDMs


• Maximise PR assets, case studies, and white papers, working closely with local teams to leverage available content.


• Develop relevant sales collateral and material

Event Management

• Partner with local marketing teams in the development and execution of internal and external event launch plans, including logistics, creative & event initiatives.


• Collaborate with external design agencies in ensuring iTero brand presence are in line with Global direction.


• Liaise with event organizers on sponsorship opportunities, event logistics to ensure smooth operation during the event.


• Ensure all key stakeholders are aligned with event plans and objectives pre, during and post event.

Promotions

• Develop quarterly/annual promotion plans and relevant promotional collateral.


• Work closely with Regional Marketing and Local Sales Managers on development of succinct communication in relation to promotion activities.

Other

• Develop KOLs strategy and plan for South East Asia and India


• Engage with key internal stakeholders across the business to ensure all marketing initiatives are embraced and maximised.


• Autonomously manage the agencies to ensure projects are well integrated and completed on time and within budget.


• Work with legal and regulatory teams for all collateral and communication requiring review.


• Co-ordinate the localization of marketing collateral, customer communication and training material


• Understand product workflow and positively contribute to clear customer communication


• Analyze and report out competitive landscape and actively seek to stay current.


• Autonomous budget management


• Domestic and International Travel 20%


• Provide support to audit processes and quality management system as required

Deliverables and Key Performance Indicators

• Ensures the effective fulfillment of objectives and deadlines assigned


• Participate in proactive team efforts to achieve departmental and company goals


• Perform other duties as assigned


• Comply with all policies, practices and procedures

In this role, you’ll need …

EXPERIENCE AND QUALIFICATIONS

• BS/BAs highly desirable, preferably in healthcare, engineering, technology, or business-related field or relevant work experience. MBA is a plus


• 8-10 years of experience in marketing communications, product management or marketing management with medical Device Industry, Life Science or Consumer Goods industry or other relevant experience


• Experience managing South East Asia, India in previous roles


• Project oriented / project driven background and a hands-on, roll up the sleeves attitude


• Proven expertise in defining and managing customer expectations using independent development lead or hands-on engineering management roles


• Analytical mindset: wherever possible, you prefer to resolve questions through data and measurement


• Self-starter who needs minimal supervision and able to effectively manage through ambiguity


• Comfort managing matrix organized teams and experience with international global enterprises


• High level of organization and attention to detail


• People management experience to lead a team


• Team player with strong ability to explain technical issues to business users


• Effective problem - solving and mediation skills


• Demonstrated ability to share skills and knowledge with others


• Start-up and change management experience


• Must demonstrate a strong track record of delivering results


• Natural ability to spot business opportunities and to persuade others


• Used to work independently with a high level of time management skills


• Excellent, proven interpersonal, verbal and written communications skills in English is a must


• Strong leadership skills


• Advanced presentation and negotiation skills. Maintaining a professional appearance and providing a positive company image to the public


• Good IT skills, including all Microsoft packages, SFDC, Power BI and proficiency in using modern multi-media tools

COMPETENCIES

• Integrity, honesty and ethical approach


• Customer Focused


• Team Focused


• Multi-tasking, working on multiple projects at once


• Project management skills


• Results Orientated


• High level of Business and Commercial Acumen


• Innovative


• Adaptive


• High level of Professional Selling Skills


• Personal Leadership


• Personal Development

Based in Singapore, The iTero Marketing Manager will plan, coordinate and execute the downstream marketing plans for South East Asia and India. The incumbent will be responsible for the strategic planning, development, implementation and budget management of all professional marketing activities.

The candidate would have demonstrated a strong business acumen, managing stakeholders, ability to influence, strategize and prioritize and exercise impact on the business results in a fast-paced environment working with a cross functional team of professionals. Hands on, individual contributor role all the way from planning to execution.

This role will report into the Marketing Director for South East Asia and India.

In this role, you will…

Working alongside APAC Regional Marketing, the iTero organization and Invisalign counterparts, the iTero Marketing Manager (SEA & IN) will:

• Collaborate with local leadership, Invisalign counterparts to drive alignment of iTero initiatives.


• Lead development of strategic annual and long-term plans for iTero.


• Plan and execution of internal and external communication for new marketing and product initiatives.


• Ensure our key stakeholders are equipped with the relevant tools to ensure the smooth roll out of marketing initiatives across the entire product mix.


• Contribute to the inception of new initiatives, through to launch and post-launch monitoring, tracking and analyzing business results.


• Ensure the “voice of the customer” is sufficiently captured and integrated in all product solutions delivered to the marketplace.


• Develop our KOL and thought-leadership programs.


• Mentor and lead development of Marketing Assistants who report into this role.

Professional Communication

• Work with the global and regional teams to localize collateral for South East Asia and India


• Partner with regional & local teams to manage local launch plans, working closely with legal and regulatory teams


• Develop customer communication plans for new product initiatives, software commercialization, and promotions.


• Management of all customer communication including traditional trade press advertising & digital advertising including EDMs


• Maximise PR assets, case studies, and white papers, working closely with local teams to leverage available content.


• Develop relevant sales collateral and material

Event Management

• Partner with local marketing teams in the development and execution of internal and external event launch plans, including logistics, creative & event initiatives.


• Collaborate with external design agencies in ensuring iTero brand presence are in line with Global direction.


• Liaise with event organizers on sponsorship opportunities, event logistics to ensure smooth operation during the event.


• Ensure all key stakeholders are aligned with event plans and objectives pre, during and post event.

Promotions

• Develop quarterly/annual promotion plans and relevant promotional collateral.


• Work closely with Regional Marketing and Local Sales Managers on development of succinct communication in relation to promotion activities.

Other

• Develop KOLs strategy and plan for South East Asia and India


• Engage with key internal stakeholders across the business to ensure all marketing initiatives are embraced and maximised.


• Autonomously manage the agencies to ensure projects are well integrated and completed on time and within budget.


• Work with legal and regulatory teams for all collateral and communication requiring review.


• Co-ordinate the localization of marketing collateral, customer communication and training material


• Understand product workflow and positively contribute to clear customer communication


• Analyze and report out competitive landscape and actively seek to stay current.


• Autonomous budget management


• Domestic and International Travel 20%


• Provide support to audit processes and quality management system as required

Deliverables and Key Performance Indicators

• Ensures the effective fulfillment of objectives and deadlines assigned


• Participate in proactive team efforts to achieve departmental and company goals


• Perform other duties as assigned


• Comply with all policies, practices and procedures

In this role, you’ll need …

EXPERIENCE AND QUALIFICATIONS

• BS/BAs highly desirable, preferably in healthcare, engineering, technology, or business-related field or relevant work experience. MBA is a plus


• 8-10 years of experience in marketing communications, product management or marketing management with medical Device Industry, Life Science or Consumer Goods industry or other relevant experience


• Experience managing South East Asia, India in previous roles


• Project oriented / project driven background and a hands-on, roll up the sleeves attitude


• Proven expertise in defining and managing customer expectations using independent development lead or hands-on engineering management roles


• Analytical mindset: wherever possible, you prefer to resolve questions through data and measurement


• Self-starter who needs minimal supervision and able to effectively manage through ambiguity


• Comfort managing matrix organized teams and experience with international global enterprises


• High level of organization and attention to detail


• People management experience to lead a team


• Team player with strong ability to explain technical issues to business users


• Effective problem - solving and mediation skills


• Demonstrated ability to share skills and knowledge with others


• Start-up and change management experience


• Must demonstrate a strong track record of delivering results


• Natural ability to spot business opportunities and to persuade others


• Used to work independently with a high level of time management skills


• Excellent, proven interpersonal, verbal and written communications skills in English is a must


• Strong leadership skills


• Advanced presentation and negotiation skills. Maintaining a professional appearance and providing a positive company image to the public


• Good IT skills, including all Microsoft packages, SFDC, Power BI and proficiency in using modern multi-media tools

COMPETENCIES

• Integrity, honesty and ethical approach


• Customer Focused


• Team Focused


• Multi-tasking, working on multiple projects at once


• Project management skills


• Results Orientated


• High level of Business and Commercial Acumen


• Innovative


• Adaptive


• High level of Professional Selling Skills


• Personal Leadership


• Personal Development

About this opportunity

We’re looking for a Marketing Assistant who will gain exposure in the execution and delivery of marketing and communication strategies and activities at Invisalign Singapore to support the professional and consumer education of Invisalign clear aligners for both internal employees and consumers across South East Asia. The Marketing Assistant will work closely with the local market teams as well as Regional teams in order to implement end to end plans. The Marketing Assistant will be reporting to the Marketing Manager, SEA.

You enjoy paying attention to details. Love to express your creative thoughts and at the same time, take pride in executing them. This is a one-year renewable contract under Align.

In this role, you will…

• Coordinate with agencies to produce or adapt concepts, and assets for consumer and doctor facing channels such websites, social media, PR, internal communications, advertisement and emails.


• Support the marketing team with all pre-sales and post sales materials (e.g. pitch decks, collaterals, EDMs, post-campaign decks).


• Understand business needs and engage with key stakeholders across the business, including local commercial teams to ensure all marketing initiatives are embraced and maximized.


• Work with internal stakeholders to drive synergies with other business units.


• Manage and plan the allocation and delivery of premiums for events and activities.


• Support day-to-day administrative activities, including budget tracking and purchase order creations, scheduling and coordinating meetings, organizing events as required

In this role, you’ll need …

• Diploma / Degree (preferred) in Marketing/Business Administration or Communications, Media, Design or a related field


• Proficient in MS Office (Word, Excel, PowerPoint).


• Strong analytical and organization skills with attention to details


• Solution-oriented, self-motivated, results-oriented


• Good command of written and spoken English and coordination skills.


• Social media enthusiast who is familiar with various static and animated shareable formats.


• Fresh graduates are welcome to apply

The Professional Marketing Manager (SEA); will be a key member of the SEA marketing team. As the launch lead for all SEA markets, responsibilities include developing commercialization roadmaps of all key product features, updates, tools meant for professionals and consumers. Other responsibilities include working with the SEA leadership and the country marketing teams, to plan SEA promotions and programs. This position will be required to work upstream with the APAC marketing team and downstream with in country marketing leads and leverage in-country resources as necessary.

The candidate would have demonstrated a strong business acumen, managing stakeholders, ability to influence, strategize and prioritize and exercise impact on the business results in a fast paced environment working with a cross functional team of professionals. Hands on, individual contributor role all the way from planning to execution.

This role will report into the Marketing Director for South East Asia and India.

In this role, you will…

• Be the key point of contact in SEA marketing for all new products and features that Global/APAC marketing intends to launch


• Understand the existing business landscape, resources and tools in country. Work closely with SEA leadership team to determine priority of projects, sequence of rollout in markets, develop the launch roadmaps and ensure seamless execution


• Look at sales data and trends in markets and use professional segmentation models to develop promotions for SEA and measure their effectiveness


• Work very closely with in-country marketing teams, to rollout the new product features and tools- and leverage their resources, budgets as needed


• Manage the pricing, terms and conditions for all SEA markets


• Analyze and provide commercial insights to business to understand adoption trends, barriers and drivers with recommendations to improve adoption of technology and knowledge internally and externally


• Is sought out as a subject matter expert on driving change and commercialization of new process internally and externally as change agent


• Develop strong working relationships and credibility with product, project teams and customers


• Partner with, coach and motivate a high-performance team.


• Provide support to audit processes and quality management system as required

In this role, you’ll need …

• Degree is must, and MBA is plus


• At least 8 years of experience in product management in a fast paced, tech/med device environment


• Project management professional (PMP) preferred, with demonstrated ability in managing all phases of product marketing including launch, planning, budgeting and pricing


• Identify and resolve issues and conflicts within the project team


• Able to think big, be creative, and excite and influence key stakeholders


• Set and continually manage project expectations & deliverables with team members and other stakeholders


• Strong strategic and analytical skills with ability to make sound strategic decisions through incorporation of data from multiple sources and own business judgment


• Strong business and market-focus, with the ability to convert strategy into practical action to drive business results


• Ability to effectively manage complex cross-functional projects


• Self-starter who needs minimal supervision and able to effectively manage through ambiguity


• Hands on experience in tools like SDFC, excel, powerpoint etc


• Experience working in a global organization, collaborating with regional groups and understanding & experience of growing and working in extremely fast paced business environments is preferred


• Experience working in a matrix environment and cross functional teams is required


• Demonstrated financial acumen in making effective business decisions is required


• Good spoken and written communication skills. English is a must


• Ability to travel up to 30% is required

About this opportunity

The Role of iTero Operations Administrator is responsible for providing administrative support to ensure smooth operation of the office and to work towards achieving operational goals for iTero business in APAC. The incumbent will work closely with the team though a variety of tasks, in order to coordinate any activities within the markets supported. At the same time, the successful candidate will also be responsible for ensuring the tasks assigned are completed accurately and delivered with high quality and in a timely manner.

In this role, you will…

• Process APAC Webstore orders


• Handle manual invoicing requests for programs, to vendors and reimbursements to distributor


• Generating reports from existing data as and when required.


• Handle Fixed Assets (FA) requests i.e getting approvals from various stakeholders and liaising with manufacturer on shipments, monitoring upgrades, replacement, demo load file, and maintaining the FA lists.


• Managing demo scanners i.e. reviewing and processing demo scanners requests, maintaining inventory list, and to liaise with the different functions (i.e. technical support, trainers, sales and local courier) for each loaner request to the external customer


• Liaise with local sales team on collection/return of scanners, and co-ordinate with 3PL on shipment


• Liaise with disposal vendor for disposal of medical equipment


• Ensure shipping documents are accurate


• Ensuring the business operates within the company's mission statement.


• Complying with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.


• Participating in proactive team efforts to achieve departmental and company goals.


• Provide support to audit processes and quality management system as required


• Performing other duties as assigned.

In this role, you’ll need …

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong interpersonal, listening and persuasive communication skills.


• Dynamic, optimistic, accurate, results oriented, hard-working, creative.


• Ability to work without constant supervision, strong learning in a dynamic and fast paced environment.


• Ability to consistently follow through with projects to completion.


• Familiarity with Windows environment. Ability to learn software applications quickly. Experience with computer applications such as word processing, spreadsheet, and database programs.


• Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity).

Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions aren't working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines.

EDUCATION and/or EXPERIENCE

• Diploma


• 0-2 years in operations, or customer support environment, etc.


• Knowledge or experience in dental and orthodontic treatments is a plus, but it is not required.


• Good interpersonal communication skills, result oriented.

About this opportunity

Technical Product Solutions Specialist is a role who supports technical product launches in APAC by providing post-launch and ongoing technical support to internal and external customers.

In this role, you will…

• Provide troubleshooting services on customer facing software/system/network to customer support agents and customers.


• Manage the APAC technical support queue within SFDC


• Collaborate with Customer Operations in development of technical knowledge base on processes and customer facing applications


• Document processes where there are no current standards


• Work with IT to create metrics on technical issues analysis


• Develop and update troubleshooting and escalation guideline and provide training when necessary


• Provide post-launch and ongoing support for cross-functional projects


• Provide support to audit processes and quality management system as required.

In this role, you’ll need …

• Over 3 years of working in Technical Support or similar role


• Prior experience in tech support, desktop support, or a similar role will be advantageous


• Proficiency in Windows/Mac OS


• Hands-on experience on Salesforce.com and SAP will be a strong benefit


• Strong knowledge with hardware/software/network preferred


• Self-motivation, able to work independently


• Strong in problem solving and able to work under pressure and changing environments with timelines


• Excellent writing and presentation skills

This role will focus on both tactical and strategic aspects of Align’s global service culture transformation to scale new ways of working with emphasis on integrating the voice of our customers. During implementation phase, you will be the primary point of contact with market leaders to guide them through all stages from pre-implementation training and pre-work, to making decisions about how they want to see changes in their markets, all the way to providing ongoing support and guidance once go-live has been achieved. Once we’ve achieved global implementation, you will strengthen and evolve the service results-driven culture in the region and deepen your expertise in the field of customer success. It is expected for you to bring best practices to the business and cultivate new opportunities to further integrate the voice of the customer and develop region-specific plans to maintain excellence in this space.

In this role, you will…

• Demonstrate a strategic mindset that can articulate multiple business objectives, with strong presence and ability to communicate at the Executive level and adapt that presence and communication throughout all levels of the organization.


• Be a primary educator, trainer and subject matter expert of service excellence-related content, including but not limited to design thinking methodology and change management


• Drive successful outcomes with partnership of local leaders by leveraging strong project management skills and tools from start to finish during implementation


• Drive new initiatives as assigned that contribute to global service excellence strategy, which may include benchmarking and assessment/further development of maturity curve


• Lead efforts related to streamlining KPIs globally, develop KPI strategy and serve as point of contact with technical resources and subject matter experts to drive toward a unified dashboard related to evaluation of service culture internally and externally


• Provide hands-on mentorship and coaching for markets which have gone live through regular touchpoints


• Model growth mindset throughout the process to drive shift in culture


• Leverage enterprise and external resources to provide “best-in-class” content expertise


• Build capabilities and skills in partnership with cross functional teams which may include but are not limited to design thinking, change management, validating the reality with customer feedback, and tools to facilitate better collaboration


• Assess cross functional teams on their engagement, and gather additional training, support where needed


• Continually provide improvements on approach to reach necessary audience


• Leverage change management best practices while flexibly balancing the needs of our stakeholders


• Make presentations to teams and facilitate discussions, dialogue, and process flawlessly in both virtual and face-to-face settings


• Drive projects to completion, exercising judgement to determine the best course of action as you collaborate with our internal customers on initiatives


• Collaborate frequently and closely with our CI/CX teams to support each other and ensure we have a cohesive message and are working to achieve mutual goals


• Provide support to audit processes and quality management system as required.

In this role, you’ll need …

• At least 10 years of business partnering, consulting, or operations experience


• A high level of emotional maturity, emotional intelligence, and be a strong collaborator within and outside of our team


• An approachable and open personality


• Ability to ask great questions, listen well, and balance your input with the needs and input of your stakeholders


• Ability to work with quantitative and qualitative data to assist us in creating buy-in, telling our story, and developing strong strategic plans to determine direction and areas of greatest opportunity


• Excellent project or program management skills with a demonstrated ability to lead projects from inception through completion while bringing stakeholders along


• Excellent verbal, written, presentation skills; must be capable of communicating information to varied audiences


• Experience working in a global company


• A track record of applying strong quantitative and analytical skills in prior roles


• Experience and success with cultivation and maintenance of solid client relationships, problem solving and influencing


• Basic understanding of customer success principles with a desire to expand their knowledge in this area


• A passion for making our customer experience better


• Be intellectually curious and demonstrate learning agility


• Occasional travel may be required (when safe again)


• Bachelor’s degree or equivalent experience

The Practice Development Manager (PDM) will be responsible for managing all aspects of the assigned territory/accounts to sell the Invisalign & iTero products (if applicable). The individual will establish account relationships and practice development, as well as proactively communicate with customers and potential prospects.

The PDM is a go-getter who is out in the field uncovering opportunities, customers and leads, and successfully closing the deal. He/she is ambitious, hungry for success, results-driven and has the passion to win and find ways to over-achieve business results.

In this role, you will…

Deliver Results

• Achieve Monthly, Quarterly and Annual Sales Targets, MBO, Operational Plan and Profitability Plan


• Responsible for working with assigned accounts and team within Align Technology, including development of sales plans, targets and strategies, and removal of obstacles to success


• Provide all appropriate reporting to the Sales Manager including feedback from customers on a weekly and monthly report


• Responsible for and own the sales area as ‘their business’ and be willing to take responsibility for its planning and development in a high growth business


• Balance the short-term operational needs with the long-term organizational needs of the business


• Work closely with co-colleagues to develop a high-performance team


• Provide support to audit processes and quality management system as required.

Drive the Best Outcomes

• Acquire and maintain detailed knowledge of the Company's products


• Conduct data analysis, provide insights and discuss with manager to develop plan to support business and customers growth objective


• Conduct basic product and systems training, evaluate level of customers’ product and systems knowledge via in-field assessment, as well as address or escalate internally customers’ queries and issues


• Apply clinical knowledge and discuss clinical cases with customers if required


• Build strong ethical business relationships with customers to ensure usage of our products and gain greater market share by focusing high value activity and selling


• Participate in proactive team efforts to achieve departmental and Company goals, and comply with all policies, practices and procedures


• Work with the Sales Manager to set Operational plan for future periods


• Keep abreast of what competitors are doing and update Marketing Manager of market intelligence and pulses in the market


• Be responsible for all quality updates, records and customer product feedback


• Perform other duties as assigned

Lock in Key Relationships

• Engage certified doctors and develop their potential for new cases; engage non-certified doctors and establish their potential as an Invisalign provider; and engage current submitters to develop Invisalign business


• Build strong understanding of customers and clinic practice so as to support customers in their practice development and growth


• Work closely with Marketing Manager to develop and implement sales and marketing strategies/activities, such as management of Strategic Accounts, opening of new accounts, assisting customers to achieve sales, supporting them in distribution and display objectives, social media activities, clinic event and Open Day

In this role, you’ll need …

• Possess a Bachelor Degree in sales, marketing or a related science discipline


• Minimum 5 years of experiences in Sales or business development, with a proven sales track records and achievements


• Medical, orthodontic, and/or dental sales and/or marketing experience preferred


• Alternatively, background as dental therapist/hygienist and acquired valuable knowledge of the industry and its products will be advantageous


• Excellent oral/written communication and presentation skills


• Strong influencing and negotiation skills


• Strong interpersonal skills and capabilities to interface effectively with all customer types


• Pride in excelling and a self-directed individual


• Possess a growth mindset, strong adaptability and learning agility


• Strong analytical, business planning and good territory planning skills


• Good business acumen and mindset, and customer centricity


• Understand basic financial statement and financials to be able to help clinics with business development


• Capacity to execute marketing plans


• Able to function effectively in a high performance team, with strong team spirit and cross-functional collaboration

About this opportunity

The Role of iTero Customer Experience and Complaint Analyst is responsible for conducting mapping and understanding of the APAC iTero Customer Experience journey. This person will be able to appreciate the needs, limitations and areas of improvement within the current experiences in the different markets in order to provide visibility, action planning and proposing changes to allow strong foundations, improvements and when applicable benchmarking for the different markets. To be able to do this, this person will work cross-departmentally and using available survey, complaint or any other available data point, build cases for change.

In this role, you will…

• Must develop expertise on end-to-end customer experience journeys and business processes.


• Is responsible for the proper re-registration/classification of customer complaints for iTero products and Services in APAC. This includes, but not limited to categorization, investigation, reports analysis and re-assignation of complaints.


• Participate in quality improvement projects, providing data and performing analysis of specific situations.


• Assuring proper complaint logging is properly carried out throughout the organization. Whether by creating work instructions, training sessions or reminders.


• Analyze and reporting of complaints logged through region as well as survey feedback (e.g. Medallia, etc.) working with process owners to find improvements, follow up and ownership to open items. This can include coordinating to reach out to customers to further understand feedback and issues in a timely, patient, tactful and professional manner.


• Must possess comprehensive knowledge of company procedures and product information.


• Develop appropriate complaints and CX metrics and dashboards to allow frontline staff/agents and management to monitor performance. A focus on automating and continual improvement of the appropriate metrics.


• Ensure prompt close loop tracking and closure with customers on Medallia alerts.


• Responsible to promote a customer centric culture by developing best in class tools and working methods that build organizational knowledge of competitive user insights.


• Should accurately and thoroughly document information in the company’s database(s) about each contact handled (e-mail, inbound and outbound calls), following defined parameters.


• Perform current state analysis to identify gaps in the experience based on feedback from stakeholders as well as customers and provide feasibility assessments and options to determine the optimal solution


• Identify opportunities to increase efficiency and productivity within the context of the overall business strategy and customer experience.


• Assure and follow up on-time delivery of projects, deadlines or solutions.


• Comply with all safety policies, practices and procedures. Report all unsafe activities to Manager and/or Human Resources.


• Provide support to audit processes and quality management system as required


• Perform other duties as assigned.

In this role, you’ll need …

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Must have good interpersonal skills and the ability to work cross-functionally.


• Ability to focus attention to detail.


• Ability to consistently follow through with projects to completion.


• Ability to perform in a fast-paced, highly customized environment.


• Strong evidence of problem solving, organizational and prioritization skills are essential.


• Must be self-motivated and initiating.


• Strong interpersonal, listening and persuasive communication skills.


• Dynamic, optimistic, accurate, results oriented, hard-working, creative.


• Ability to work without constant supervision.


• Willingness to learn and a strong team player.


• Able to flourish in young international company experiencing significant growth (i.e. roll up sleeves approach and able to deal with ambiguity).

Ability to communicate effectively with people in all areas of a company is vital. Willing to reassess and reorganize when traditional solutions are not working. The incumbent should be able to work within a multi-cultural team and have superior interpersonal skills, able to multitask, as well as set priorities and meet deadlines.

EDUCATION and/or EXPERIENCE

• BA/BS degree in Business Management, Engineering or equivalent practical experience.


• Minimum of two years of related experience and/or training; or equivalent combination of education and experience similar role managing customer experience or complaints is a plus.


• Depth knowledge and handling of Excel


• Strong critical thinking, analytical and decision making skills

About this opportunity

Technical Product Solutions Specialist is a role who supports technical product launches in APAC by providing post-launch and ongoing technical support to internal and external customers.

In this role, you will…

• Provide troubleshooting services on customer facing software/system/network to customer support agents and customers.


• Manage the APAC technical support queue within SFDC


• Collaborate with Customer Operations in development of technical knowledge base on processes and customer facing applications


• Document processes where there are no current standards


• Work with IT to create metrics on technical issues analysis


• Develop and update troubleshooting and escalation guideline and provide training when necessary


• Provide post-launch and ongoing support for cross-functional projects


• Provide support to audit processes and quality management system as required.

In this role, you’ll need …

• Over 3 years of working in Technical Support or similar role


• Prior experience in tech support, desktop support, or a similar role will be advantageous


• Proficiency in Windows/Mac OS


• Hands-on experience on Salesforce.com and SAP will be a strong benefit


• Strong knowledge with hardware/software/network preferred


• Self-motivation, able to work independently


• Strong in problem solving and able to work under pressure and changing environments with timelines


• Excellent writing and presentation skills