Technical Consultant

Dds Lab; Tampa (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

DDS Lab in Tampa, FL is seeking a Technical Consultant to provide technical support on crown and bridge, digital, removables, or ortho products, and ensure clear prescriptions for fabrication.

You will interact with dental offices to resolve issues, document communications in LabTrack/CRS, and help the manufacturing team with accurate instructions.

Qualifications

• 4+ years experience as a Dental Lab Technician.
• Fluent in written and spoken English.
• Understanding of fixed-case materials and solutions.

Responsibilities

• Provide phone consultation and technical advice to customers including doctors and dental office staff
• Provide recommendations 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 daily call and ensure all communications are properly documented in LabTrack/CRS
• 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
• Provide support to Account Management and Inside Sales teams by escalated technical calls

Skills

Customer service

English proficiency

Communication

Education

High School Diploma or GED

Tools

LabTrack/CRS

Job description

Job DetailsJob Location: Tampa Corporate - TAMPA, FL 33634Position Type: Full TimeThe Technical Consultant position is responsible for technical support to our customers in relation to crown and bridge, digital, removables, or ortho products. The position ensures that the manufacturing team receives 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.

Essential Duties

• 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 daily call and ensureall 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

Qualifications

• Minimum 4 years experience as a Dental Lab Technician
• High School Diploma or GED required
• Understand application of Fixed case materials and solutions.
• Fluent in written and spoken English