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About the Role

This leadership role will drive technical excellence, customer satisfaction, team development, and operational performance while serving as a key partner to customers, clinicians, laboratories, sales representatives, and internal stakeholders. This is an exciting opportunity for an experienced dental technician and people leader who is passionate about education, innovation, digital dentistry, and delivering exceptional customer support.

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.

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.
Experience supporting digital dentistry workflows, CAD/CAM technologies, and emerging dental technologies.

Skills

Technical Expertise
Customer Support
Education Program Design
Training Delivery
Technical Documentation
Product Evaluation
Troubleshooting
CRM Systems
Communication
Leadership
Team Development
Performance Management
Career Development
Succession Planning
Collaboration
Innovation
Continuous Improvement
Data Analysis
Reporting
Project Coordination
Sales Support
Marketing Support
Product Management Support
Professional Services Support
Digital Dentistry Workflows
CAD/CAM Technologies

Location

Amherst, NY

Work Type

Full-time

Experience Level

Director
10 years of experience in a dental technical environment
Previous leadership or management experience

Education Level

Associate's or Bachelor's degree preferred

Salary/Compensations

$140,000 - $170,000 plus bonus opportunity

About the Company

For more than a century, Ivoclar has been at the forefront of dental innovation.
We are one of the world's leading dental companies, delivering integrated solutions that help improve oral health worldwide.
Our shared mission is simple yet powerful: Making People Smile.
At Ivoclar, you'll have the opportunity to contribute your expertise while continuing to develop both personally and professionally.
As an international family-owned company with a long-term perspective, we recognize that our employees are the driving force behind our success.
Join a collaborative team that is passionate about innovation, customer success, and advancing the future of dentistry.

Equal Opportunity

Ivoclar is committed to Equal Employment Opportunity and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, sexual orientation, gender identity, or any other protected characteristic.
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.