Diagnostic Technical Manager

National Dentex Labs•Hawthorne, CA

36d

About The Position

Join National Dentex- a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specicalized products, services, and technologies to address any dental restoration need. Currently, we have 50+ labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this Diagnostic Technical Manager opportunity at West Coast Dental Labs located in Hawthorne, CA. The regular hours for this position are from 8:00 a.m. to 5:00 p.m., Monday through Friday, and subject to change from time to time. This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holidays, vacation, and sick time; 401K with company contribution; and a tuition reimbursement!

Requirements

Strong Technical background in all areas such as Fixed, Removable, Implants, Orthodontic.
Strong verbal and written communication skills.
Strong computer skills (mandatory) – MS Office - Excel, Word, Outlook.
Detail and process driven – ability to coordinate multiple projects/assignments at one time.
Continuous coaching of leads and DT team in effective conflict resolution.
Analytical skills – Continuously utilize live and historical data to guide the team towards consistently delivering the most efficient, effective and superior customer experience.
Continuous mentoring and coaching of advanced, effective interpersonal skills.
Ability to partner with members of other departments to resolve issues and improve processes.
Provide continuous coaching of effective de-escalation skills to DT team.
Deliver decisive leadership with the ability to analyze and quickly formulate a plan.
Required: High school diploma or GED
Required 5+ years of Full Service Laboratory Experience in Fixed, Removable, Implant Orthodontic
Required 5+ years of Call Center experience, Customer Service
Required 2+ experience in a supervisory role preferred

Nice To Haves

CDT certification is not required but suggested.

Responsibilities

Monitor and drive quality goals and objectives.
Read and analyze reports for the Diagnostic Department.
Communicate effectively within the department and team meeting.
Overseas ongoing development of product FAQ’s and general knowledge resources.
Coach, mentor, develop and guide team members and peers.
Provide training and other resources for team members to complete their tasks successfully.
Monitors process of Initiating and researching the preparation of credit memos.
Assists team in reviewing, troubleshooting, analyzing Case Questions coming from production lab for accuracy and guiding the team to properly handle call’s with the customer.
Determines departmental call escalation process.
Provides daily direction and communication to employees so that Diagnostics technical calls are answered in a timely, friendly and knowledgeable manner and Manage US Case Communication flow.
Partner with team to delegate special or ongoing projects that are priority to process improvement.
Partner with production lab to address operational issues affecting customer experience.
Uses appropriate judgment in upward communication regarding department or team member feedback.
Support with FDA compliance documentation and follow-up.
Addresses performance concerns according to the company policy and escalation to management and HR.
Partner with management to provide feedback to Diagnostic team and supports with the annual review process.