Technical & Client Support Manager

Denbright; Durham (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Paid time off and holidays

Life insurance, disability coverage, &

Job summary

Denbright Dental Labs is seeking a Technical & Client Support Manager to combine dental lab know-how with superior customer service. Reporting to the VP of Operations, this full-time exempt role supports customers and lab staff and requires HIPAA/PHI compliance.

The position emphasizes case design evaluation, troubleshooting, and collaboration with clinicians to meet patient expectations, while maintaining quality control and timely follow-up.

Qualifications

• Experience in Tech and Client Support within a dental lab or clinical environment.
• Experience with case planning for Crown & Bridge and Implants.
• Ability to provide general technical support to clinicians.
• Removable denture knowledge is a plus.
• We will train the right person who is willing to learn.

Responsibilities

• Implement lab processes; evaluate and plan for case design and fabrication.
• Communicate case planning, fabrication, and any issues with doctors.
• Consult with clinicians on case planning and procedures to achieve patient and clinician expectations.
• Manage case design, material choices, and all other technical questions.
• Evaluate all new cases for quality and accuracy; ensure on-schedule delivery.
• Maintain notes on all cases per doctors’ instructions.
• Assist in QC as needed.
• Provide excellent customer service and HIPAA/PHI compliance.

Skills

Tech Support

Dental Lab Knowledge

Case Planning

Clinician Communication

HIPAA Compliance

Job description

Denbright Dental Labs is seeking a Technical & Client Support Manager who combines technical dental laboratory knowledge with outstanding customer service skills. Reporting to the VP of Operations, this role provides prompt, accurate, and exceptional support to our customers and lab staff. This is a full-time, salaried/exempt position with no supervisory responsibilities.

Customer & Dentist Support

• Implement lab processes; evaluate and plan for case design and fabrication.
• Communicate case planning, fabrication, and any issues with doctors.
• Consult with clinicians on case planning and procedures to achieve patient and clinician expectations.
• Manage case design, material choices, and all other technical questions.
• Evaluate all new cases for quality of impression, quality of model, and accuracy of bite.
• Ensure cases remain on schedule, with persistent and timely follow-up.
• Maintain accurate, detailed, and clearly written notes on all cases per doctors’ instructions and conversations.
• Perform stacking, final contouring, and glazing of all ceramic systems up to Absolute quality standards consistently.
• Evaluate digital cases when needed (margins, bites, etc.).
• Conduct and participate in Team View consulting sessions with clinicians when needed.
• Assist in QC as needed.
• Assist with patient shade and custom stain appointments as needed.
• Keep abreast of research and development of new technologies and materials; report to owners regarding potential new technology.
• Provide excellent customer service.
• Adhere to all HIPAA/PHI regulations and maintain current certification.

Technician Collaboration

• Foster a team environment with the technicians.
• Provide general troubleshooting and problem-solving support on technical questions or issues.
• Handle employee conflicts off the floor in coordination with applicable supervisors, the General Manager, and Human Resources.

Requirements

• Experience in Tech and Client Support within a dental lab or clinical environment.
• Experience with case planning for Crown & Bridge (C&B) and Implants.
• Ability to provide general technical support to clinicians.
• Removable (denture) knowledge is a plus.
• Candidates without lab experience but with clinical chairside experience are encouraged to apply — we will train the right person who is willing to learn.

Schedule

• Full-time position
• Monday - Friday
• On-site 8am-5pm

Full-Time Benefits Include:

• Medical, Dental, Vision
• 401(k) with company match
• Paid time off and holidays
• Life insurance, disability coverage, and supplemental coverage

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required.