Subject Matter Expert (SME) Removable

The DDS Subject Matter Expert (SME) provides technical expertise, quality oversight, and mentorship for specific DDS Lab products or processes. This role requires hands-on dental laboratory fabrication experience, strong doctor and office communication, and discipline documentation practices to support best practices, troubleshoot issues, investigate escalations, identify root causes, standardize case handling, and help deliver a best-in class customer experience.

Key Responsibilities

• Demonstrate technical expertise in one or more assigned product areas, which may include fixed, removable, orthodontic, implant-supported crown and bridge, implant-supported All-on-X, implant-supported overdenture, and Curate high-aesthetic products.
• Demonstrate technical expertise in one or more assigned processes, which may include CAD for models, crown and bridge, dentures, frameworks, orthodontic devices, and surgical guides; CAM, including milling and 3D printing; and ceramics, including shade matching.
• Define and maintain product specifications, treatment-planning guidelines, material criteria, design parameters, manufacturing processes, and quality standards for assigned products and processes.
• Serve as a primary technical resource for investigating, evaluating, and resolving product, process, and quality issues raised by DDS Lab facilities and customers.
• Own product-group delegation-of-authority responsibilities and review and approve applicable material lists.
• Monitor emerging materials, digital workflows, and industry techniques, including CAD/CAM, 3D printing, and intraoral scanning.
• Evaluate and recommend equipment, materials, and fabrication processes that may improve product quality, manufacturing efficiency, and customer satisfaction.
• Research and identify product and revenue opportunities that support DDS Lab strategic and operational objectives.
• Support new product or service-line launches, including pilots, trials, incorporation activities, and go-to-market support.
• Evaluate and approve product-group and process quality standards across clinical review, treatment planning, fabrication, and final product outcomes.
• Conduct process audits related to case intake and fabrication workflows.
• Support manufacturing-facility quality teams with remake and customer-complaint investigations, root-cause identification, and corrective actions.
• Support compliance with FDA, OSHA, and other applicable dental laboratory regulatory standards.
• Serve as a key member of the DDS escalation-handling team and communicate with doctors, DSO clinical directors, customers, fabrication sites, and leadership regarding treatment planning, clinical concerns, quality issues, and service performance.
• Evaluate product or manufacturing-process engineering change requests and approve related implementation notifications.
• Assess technician knowledge and skills for assigned product groups and processes and develop training plans that support consistent customer communication and service.
• Mentor junior and mid-level technicians in problem-solving, troubleshooting, and effective communication with doctors and offices.
• Create and maintain quality standards, technical standards, training materials, and supporting documentation.
• Support Marketing-led customer education programs by providing technical expertise and content support.
• Serve as a liaison among dentists, Sales and Account Management, Customer Care, and Production teams for technically complex cases.
• Provide technical consultation and support to Sales and Marketing teams.
• Assist the Complaint Specialist by researching case issues and providing customer feedback as requested.
• Travel as needed.

• High school diploma or equivalent required; relevant certifications, such as Certified Dental Technician (CDT), required as applicable to the assigned specialty.
• Seven or more years of progressive experience in dental laboratory technology.
• Demonstrated expertise across multiple restoration types, including fixed, removable, implant, and orthodontic products.
• Proficiency with CAD/CAM systems and digital scanning and design software strongly preferred.
• Strong understanding of dental materials science, including zirconia, porcelain-fused-to-metal, lithium disilicate, and acrylic materials.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills, including the ability to communicate technical information clearly to doctors, offices, customers, fabrication sites, and internal teams.
• Associate degree or higher in dental technology or a related field preferred.
• National Board for Certification in Dental Laboratory Technology certification preferred.
• Specialty certification, such as Ceramics, Crown & Bridge, or Removable Partial Dentures, preferred.
• Experience with multiple dental laboratory software platforms, such as 3Shape and exocad, preferred.