Dental Lab Technical Communications

Primary Responsibilities And Essential Functions Of The Position

• Facilitate assigned technical area calls
• Make proactive calls to follow up on completed cases for new doctors and for new products
• Complete an “administrative quality inspection” on all cases, including checking items on the work ticket, prescription, billing accuracy, and adding personal notes where appropriate
• Provide special attention to new doctors and doctors that are experiencing concerns
• Act as liaison between accounts and laboratory technicians on questions regarding case design, working times, or other areas of concern
• Perform dental procedures when so requested or required by laboratory upper management
• Evaluate dental cases in laboratory when requested by laboratory accounts or necessitated by difficulties of case
• Participate in continuing education courses or seminars provided by the laboratory if needed in either a presentation or support capacity
• Work with technicians to critique or assist with design of cases for function, and aesthetics
• Aid doctors with treatment plans for implant or other type cases
• Consult with accounts regarding procedures or materials they use in an attempt to improve the quality of their work and reduce repairs/remakes
• Analyze remakes by customer and ensure any issues are resolved
• Follow up on all customer issues to be sure the issues identified are resolved to the customer’s satisfaction
• Keep team and General manager aware of quality trends. Develop a plan to improve quality
• Complete Root Cause Analysis on quality issues/concerns

Skills And Abilities Required

• Must have computer skills including typing and familiarity with Microsoft Office products
• Verbally communicate via telephone-maintaining a positive demeanor
• Verbally communicate with all levels of staff-maintaining a positive demeanor
• Takes initiative
• Excellent listening skills
• Attention to detail

Minimum Education And Experience Required

• High school diploma or GED equivalent
• Dental Implant Knowledge
• Preferrred: 5 years of dental lab experience or dental assisting experience
• Minimum 12 months experience of direct dental customer service experience on technical related issues
• Minimum 12 months production experience, preferred
• PC literacy required: MS Office Skills (Outlook, Word, Excel)

Hazardous Materials Or Equipment Used

• Office equipment

Physical Requirements

• Regularly required to sit, stand, walk, and/or reach
• Exhibit fine motor skills and/or perform repetitive motions
• Good hand-eye coordination
• Good manual dexterity
• Ability to walk and stand for long periods of time
• Repeated bending and kneeling