Dental Lab Technical Support

Roe Dental Laboratory, Inc.; Independence Township (OH); Sur place; USD 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Vision Insurance

Life Insurance

In-House Dental Care

PTO

PTO for Most Holidays

401(k)

Résumé du poste

ROE Dental Laboratory, Inc. in Independence, OH, seeks an experienced Dental Lab Technical Support Specialist.

You will handle high-level customer communication on technical and routine questions, perform quality control, and maintain excellent rapport with doctors while coordinating lab scheduling and case management. You will work Monday–Friday with a 9AM–6PM schedule, supporting production and servicing clients nationwide.

Qualifications

• High School Diploma or GED required; Associate's degree preferred and CDT certification beneficial.
• Strong technology orientation and computer navigation skills.
• Commitment to customer service and ability to work independently or in a team.

Responsabilités

• Represent ROE in a professional manner and deliver ROE's customer service standards.
• Provide comprehensive technical support to customers and troubleshoot complex cases.
• Quality control of outbound laboratory cases to maintain ROE standards and ensure timely shipping.
• Maintain rapport with doctors and manage special requests in the lab management system.
• Assist with credits by evaluating case history and making judgments.
• Train new specialists until proficient and ensure ROE messaging is consistent.
• Respond to questions within 4 hours and manage phone communications effectively.
• Meet deadlines and ensure cases are ready for shipping or return to production.

Connaissances

Dental lab experience

Communication skills

Customer service

Detail orientation

Technical aptitude

Formation

High School Diploma or GED

Associate's degree in business/communications or related field

Certified Dental Technician (CDT) preferred

Description du poste

• Home


• About ROE Dental Laboratory


• We're Hiring

We're Hiring

Join our team! ROE is a full service dental laboratory that has been building long‑term partnerships with dentists since the 1930’s. Our team of highly trained and experienced technicians is dedicated and passionate to providing the quality and service necessary to maximize patient satisfaction and minimize chairtime.

Our purpose is simple – to deliver the best products to the dental community in order to positivelyimpact the lives of patients everywhere.

ROE has always strived for an exceptional experience for both clients and employees. Learn more about what makes our culture come to life, our daily behaviors and practices that set us apart… ROE's Core Values.

Current Opportunities

Don't See Your Desired Job Listed Below?

Dental Technicians– We areALWAYSinterested in speaking with experienced dental technicians (e.g. ceramists,denturetechnicians, CAD designers, guided surgery specialists, etc) about joining our team – we are always hiring great people. We will reach out to you as soon as you submit our application below.

Dental Professionals– If you have experience in dentistry (e.g. Dentist, EFDA, Assistant, Office team member ) and are looking for a career change our complex product offerings and unique services allow for many opportunities for non-technician to join our team in meaningful roles. Complete our application today!

Position: Dental Lab Technical Support Location: Independence, OH Job Id: 356 # of Openings: 1 Check out our facility! Click here to watch Job Title: Technical Support Specialist Location: Independence, OH Schedule: Full-Time, Monday-Friday 9AM-6PM ROE is a full service dental laboratory that has been building long-term partnerships with dentists since the 1920's. Our team of highly trained and experienced technicians is dedicated to providing the quality and service necessary to maximize patient satisfaction and minimize chair time. We are seeking an experienced dental laboratory Technical Support Specialist to handle high-level, direct-to-customer communication on both technical and routine questions. The role includes quality control of outbound laboratory cases to ensure ROE standards, maintaining excellent rapport with assigned doctors, and managing special requests, including scheduling cases in our lab management system.

Duties and Responsibilities:

• Represent ROE in the best possible manner, consistently delivering ROE's brand of customer service.


• Provide comprehensive technical support to all customers, troubleshoot complex cases, and evaluate and communicate best practices to ensure a smooth and successful experience for both the customer and the patient.


• Perform multifaceted responsibilities, including quality control, customer communication, ensuring ROE standards are followed, communicating with production managers on quality issues, ensuring timeliness of cases leaving the laboratory, ensuring pricing accuracy during quality control, and training.


• Assist with credits throughout the month by evaluating case history and making judgment calls.


• Train new specialist employees until they are competent to check each type of case at ROE, follow ROE standards, communicate with doctors on any topic that arises, and manage phone communications effectively.


• Ensure consistency and quality of messaging and communication to customers.


• Respond to all questions and inquiries within a maximum of 4 hours.


• Answer phone calls promptly, adhering to our customer-first policy.


• Check cases within a 2-hour deadline, manage workload balance, and ensure cases are ready for shipping or returned to production within deadlines.


• Maintain consistency with external remake evaluation standards.


• Other duties as assigned

Qualifications, Education, and Experience:

• High School Diploma or GED required; Associate's degree in business, communications, or a related field preferred; advanced degree beneficial.


• 5+ years’ dental lab experience, in both fixed and removable


• Certified Dental Technician (CDT) preferred.


• Strong technology orientation and advanced computer navigation skills.


• Strong attention to detail, organizational skills, and decision-making skills.


• Commitment to customer service, both internally and externally.


• Ability to work well independently and as part of a team.


• Ability to meet deadlines and work well under time pressure.


• Creative problem solver able to devise strategies and propose solutions.

Benefits

• Medical Insurance


• Vision Insurance


• Life Insurance


• In-House Dental Care


• PTO


• PTO for Most Holidays


• 401(k)

If you meet the qualifications and are excited about the opportunity to provide exceptional customer service in a dynamic environment, we encourage you to apply.

Why work at ROE?

• Innovative company with a focus on its employees


• Medical Insurance


• Vision Insurance


• In-House Dental Care


• 401(k)


• Life Insurance


• Paid Holidays Off


• Paid Vacation

ROE's experts are dedicated to elevating your dental practice.

• Full-service national dental laboratory


• Comprehensive Certified Dental Laboratory (CDL) services


• Case planning support from 20+ Certified Dental Technicians


• Specialists in both fixed, removable, implant and full-arch dentistry


• Tailored support for all cases, from routine to complex


• National Association of Dental Laboratories (NADL) member


• Only FDA-approved materials used


• All products made in the USA


• Thousands of free online education materials