The Technical Consultant Ortho position is responsible for technical support to our ortho customers and ensures that manufacturing teams receive complete prescription and work instructions to aid in proper fabrication. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.
Key Responsibilities
- Provide phone consultation and technical advice to customers including doctors and dental office staff.
- Provide recommendations to customers on appropriate material options for best product outcome.
- Make outbound calls to dental office customers to resolve out of production case issues.
- Evaluate case issues and provide alternative solutions to customers in order to prevent remakes.
- Maintain detailed call and customer interaction records in the system.
- Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records.
- Maintain key performance indicators for call productivity such as case turnaround time and call volume
- Accurately represent DDS Lab products and warranties
- Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
- Provide support to Account Management and Inside Sales teams by proactively accepting escalated technical calls transferred from non-technical staff.
- Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
- Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
- Comply with safety and health protocols.
- Minimum 4 years experience as a Dental Lab Technician
- High School Diploma or GED required
- Understand application of Ortho case materials and solutions.
- Ability to problem solve within a limited time frame while a customer is on the phone.
- Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases.
- Maintain the highest degree of professionalism, remembering to speak clearly, using a positive tone of voice during customer calls and while working in the call center area.
- Superior attention to detail.
- Fluent in written and spoken English.
- Dependable and reliable; willing to take on needed duties to fulfill the goals of this operation and take responsibility for ones own actions.
- Demonstrated ability to effectively manage escalated customer interactions with professionalism and composure.
- Utilize on-the-spot stress reduction management techniques to avoid an unsatisfactory customer experience.
- Ability to adhere to assigned schedule.
- Ability to adhere to dress code standards.
Special Position Requirements
- CDT preferred
- Prior experience in a dental lab preferred
Skills Required
- Minimum 4 years experience as a Dental Lab Technician
- High School Diploma or GED
- Understand application of ortho case materials and solutions
- Ability to problem solve within a limited time frame while a customer is on the phone
- Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases
- Maintain the highest degree of professionalism and positive tone during customer calls
- Superior attention to detail
- Fluent in written and spoken English
- Dependable and reliable; willing to take on needed duties and take responsibility for actions
- Demonstrated ability to effectively manage escalated customer interactions with professionalism and composure
- Utilize on-the-spot stress reduction management techniques to avoid unsatisfactory customer experiences
- Ability to adhere to assigned schedule
- Ability to adhere to dress code standards
- CDT (Certified Dental Technician)
- Prior experience in a dental lab
What We Do
Established in 2005, DDS Lab is a National Board-Certified full-service dental laboratory and multi-national medical device manufacturer. The company specializes in fabricating custom dental prosthetic appliances, including crowns, bridges, and orthodontic implants, for dental service organizations, mid-size group practices, and independent dentists across the United States. Based in Tampa, Florida, DDS Lab utilizes advanced digital workflows and CAD/CAM technology to deliver high-quality restorative solutions.
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