CLIENT TECHNICAL SUPPORT ADVISOR

Job DescriptionJob Description

Objectives of this Role

Drive customer loyalty and sales by delivering exceptional on-demand technical support

Meet and exceed customer expectations for first-time fit and turn-around time by providing

timely technical expertise to internal teams and collaborating with customers

Minimize remakes and related customer impact by evaluating root cause of issues, advising on

solutions and recommending corrective actions

Improve customer satisfaction by driving consistent quality improvements through the

implementation and management of standard QC operating procedures

Daily and Monthly Responsibilities

Address incoming technical questions, requests and consultation needs (analog and digital)

Proactively communicate with dental practices to develop solutions for technical case questions

(analog and digital)

Meet daily targets for call wait time, email response time and on-hold list management

Clearly and thoroughly document case notes from customer conversations to guide production

Review each Rx in detail; inspect all work entering and leaving the lab to ensure all quality

standards, client requests and company expectations are met

Collect, maintain, and communicate quality metrics for domestic, international, and outsourced

manufacturing teams to resolve quality defects

Communicate with leadership, manufacturing and clients on any issues, defects or nonconformance

issues to ensure proper feedback, client follow-up, and continuous improvement

of lab practices

Verify cases consist of correct product(s) listed, have the necessary items to proceed and are

scheduled properly to ensure production success

Verify accuracy of tooth dimensions and occlusion of teeth, using micrometer and articulator

Develop and maintain complete and up-to-date records

Develop a close working relationship with customer experience, manufacturing, operations and

sales staff to effectively perform job responsibilities

Skills and Qualifications

High School Diploma or equivalent

Knowledge of dental anatomy

High-level customer service skills

Excellent listening, communication, and organizational skills

Experience in a similar field

Qualifications

CDT in dental technology

Experience managing a large client base

Knowledge of quality assurance methods and procedures

Ability to manage multiple tasks