Digital Solutions Specialist

Canada, Ontario, Toronto
Canada, Québec, Montréal
Canada, Alberta, Calgary
Full time
R5027674
Job Description:SUMMARYThe Digital Solutions Specialist is a field-based customer implementation and training professional responsible for accelerating the adoption and effective utilization of Ormco's digital orthodontic products and workflows. The position partners with Doctors, practice teams, Ormco Field Representatives, Clinical Education, Clinical Success, Customer Support, and other internal stakeholders to move customers from commercial commitment through successful implementation and repeatable utilization.
Following the commercial handoff, the Digital Solutions Specialist assesses practice readiness, develops an implementation plan, delivers product and workflow training, supports initial case submissions and product use, and helps resolve early adoption barriers. The role serves as a trusted product and workflow resource throughout the implementation period and ensures customers are equipped to confidently integrate Ormco solutions into their practices.
The position does not own the commercial sale or primary account relationship. Its primary accountability is to convert committed customers into activated, confident, and consistently utilizing practices.
ESSENTIAL DUTIES AND RESPONSIBILITIESCustomer Readiness and Implementation Planning
Partner with the commercial team to receive qualified customer handoffs after the customer's commitment to implement an Ormco product or solution.
Conduct structured practice‑readiness assessments to understand current workflows, technology, staffing, training needs, and potential barriers to implementation.
Develop a customer‑specific implementation plan with defined milestones, responsibilities, training requirements, target dates, and success measures.
Establish clear expectations with doctors and practice teams regarding the implementation process and required participation.
Maintain visibility into assigned implementations, upcoming milestones, open risks, and implementation backlog.
Product and Workflow Training
Deliver in‑depth, field‑based training, education, onboarding, and implementation support for Ormco's digital orthodontic portfolio.
Train orthodontists, general practitioners, clinical team members, treatment coordinators, and other practice personnel on relevant products, systems, and workflows.
Translate complex product and technical information into clear, practical, and repeatable practice workflows.
Adapt training delivery to the customer's experience level, operating environment, and implementation needs while maintaining consistent program standards.
Provide virtual follow‑up training and reinforcement when appropriate.
Support the development and continuous improvement of standardized implementation guides, training resources, checklists, and customer‑facing tools.
Activation and Initial Case Support
Guide customers through initial product setup, workflow preparation, and readiness for first use.
Support initial case submissions, approvals, and early product utilization, as appropriate to the product and established role boundaries.
Monitor customer progress against implementation milestones and proactively address delays or barriers.
Provide hands‑on coaching during the early implementation period to strengthen customer confidence and reinforce effective use.
Confirm that defined activation and implementation criteria have been met before transitioning the customer to ongoing support.
Coordinate a clear and documented handoff to Clinical Success, Customer Support, or the appropriate long‑term owner.
Workflow Support and Issue Resolution
Serve as a regional subject‑matter resource for Ormco's digital orthodontic products and associated practice workflows.
Identify workflow gaps, adoption barriers, and training needs that could delay or prevent effective product utilization.
Provide timely first‑line product and workflow guidance within the established scope of the role.
Coordinate escalation of technical, clinical, quality, or customer‑service issues to the appropriate internal function.
Track open customer issues and facilitate follow‑through until ownership and next steps are clear.
Review and report customer complaints through established company and quality‑reporting processes.
Field and Cross‑Functional Partnership
Partner with Ormco Field Representatives to align implementation activity with the customer's broader account plan while preserving the Field Representative's commercial ownership of the account.
Maintain regular communication with Sales regarding implementation status, customer risks, milestone progress, and activation outcomes.
Collaborate with Clinical Education to ensure field training is clinically accurate, consistent, appropriately approved, and aligned with established curriculum.
Partner with Clinical Success to support a smooth transition from initial activation to sustained utilization.
Work with Customer Support and Technical Support to resolve product, system, and workflow issues requiring specialized assistance.
Provide training and implementation guidance to internal Ormco teams to build broader understanding of product workflows and customer adoption needs.
Customer and Field Insights
Gather structured customer feedback regarding product experience, implementation challenges, training effectiveness, and workflow needs.
Communicate relevant field insights, product feedback, enhancement opportunities, and emerging trends to Marketing, Product Management, Clinical Education, and other appropriate stakeholders.
Identify common implementation barriers and recommend improvements to onboarding processes, training materials, workflow guidance, and internal handoffs.
Remain current on Ormco products, digital orthodontic workflows, industry developments, and relevant customer practices.
Documentation and Territory Management
Document implementation plans, customer activities, milestones, risks, outcomes, and handoffs in the designated CRM or implementation‑management system.
Maintain an organized field schedule and manage customer activity across an assigned geography.
Prepare periodic implementation, activity, expense, and status reports as required.
Manage travel and assigned resources in accordance with company policies and budget expectations.
Comply with company policies related to customer interactions, product training, quality reporting, data privacy, travel, and expense management.
KEY PERFORMANCE INDICATORSPerformance measures focus on activation and implementation outcomes rather than direct sales quotas. Measures may include:
Time from customer handoff to completed readiness assessment
Time from customer commitment to completed onboarding
Time to first case submission or initial product use
Percentage of assigned customers successfully activated
Implementation milestone completion rate
30-, 60-, and 90-day case-start or utilization progression
Repeat‑case or repeat‑utilization rate
Implementation cycle time and implementation backlog
Training completion and customer satisfaction
Percentage of customers successfully transitioned to Clinical Success or ongoing support
Accuracy and timeliness of CRM and implementation documentation
Job Requirements:Education and ExperienceRequired
Bachelor's degree or equivalent combination of education and relevant professional experience.
Minimum of three years of experience in orthodontics, dentistry, medical devices, clinical training, customer implementation, customer success, or a related field.
Experience training, coaching, or supporting clinicians and practice teams in a customer-facing environment.
Demonstrated ability to learn and communicate technical, product, and workflow information.
Experience managing multiple customer implementations, training engagements, or field‑based projects simultaneously.
Proficiency with Microsoft Office applications and CRM or customer‑management systems.
Willingness and ability to travel frequently throughout an assigned geography, including overnight travel.
Preferred
Experience working in an orthodontic or dental practice.
Experience with clear aligner treatment processes, intraoral scanning, digital orthodontic workflows, or related dental technologies.
Previous experience with Ormco products, Spark Clear Aligners, Ormco Digital Bonding, intraoral scanners, or comparable orthodontic solutions.
Clinical, dental assisting, dental technology, treatment‑coordinator, or practice‑management experience.
Experience delivering in‑person product training and coaching in a clinical or practice setting.
Experience supporting product onboarding, implementation, adoption, or customer utilization within the dental or medical‑device industry.
Knowledge, Skills, and Abilities
Strong facilitation, presentation, coaching, and adult‑learning skills.
Ability to establish credibility with orthodontists, general practitioners, clinical staff, sales professionals, and internal partners.
Ability to translate technical and clinical concepts into clear, practical workflows.
Strong customer orientation and commitment to delivering a consistent implementation experience.
Effective project‑management and organizational skills, with the ability to manage multiple concurrent implementations.
Strong problem‑solving skills and the ability to identify workflow barriers and coordinate appropriate solutions.
Ability to influence outcomes without direct authority.
Strong written and verbal communication skills.
Ability to work independently in a field‑based environment while contributing to a coordinated regional and national team.
Sound judgment in determining when an issue requires clinical, technical, quality, regulatory, or leadership escalation.
Ability to use customer and implementation data to prioritize activity and improve outcomes.
Additional InformationThis job description summarizes the primary duties and qualifications of the position. Responsibilities may evolve based on business needs, product portfolio changes, customer requirements, and organization design. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.
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Operating Company:Ormco
Ormco is a global leader and innovator of high‑quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee‑based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully‑executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry‑leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end‑to‑end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit .
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