Director of Technical & Digital Services
Location: Amherst, NYWe are seeking a strategic, customer-focused
Director of Technical & Digital Services to lead our Technical & Digital Services team. 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.
Base Salary Range: $140,000 - $170,000 plus bonus opportunity. Final compensation will be determined based on experience, qualifications, and skills.
Key ResponsibilitiesTechnical Expertise & Customer Support- 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.
Leadership - 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.
Required Qualifications- 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.
- Associate's or Bachelor's degree preferred.
- Experience supporting digital dentistry workflows, CAD/CAM technologies, and emerging dental technologies.
