Procera Complete Clinical Specialist

Envista Dentistry•Mahwah, NJ

4d•Onsite

About The Position

The Procera Complete Clinical Specialist has specialized expertise in evaluating complex and routine dental prosthetic cases and plays a key role across different stages of the workflow. The Clinical Specialist guides each case through its lifecycle from initial intake and evaluation, ensuring that all clinical and technical details are accurately captured. He/she also communicates directly with customers regarding troubleshooting, information gathering, and case planning to provide an exceptional customer experience. The Clinical Specialist acts as a Subject Matter Expert (SME) in full arch and the associated analog, digital, or hybrid workflows to support and share knowledge with colleagues, supervisors, and customers. Overall, he/she plays a pivotal role in the success of our full arch cases both internally and externally. Support new customers through onboarding calls to virtually walk them through our order submission process, required records, and approval workflow. Verify and evaluate case data and scans for full arch upon case receipt to determine if the case is acceptable and ready to move forward. Inspect physical property upon arrival to ensure cases are evaluated for case planning, scanning, and designing. Identify clinical and technical issues that may arise during the scanning and designing steps and properly communicate issues and recommendations to the customer and Services team. Communicate full arch topics regarding case planning, case evaluation, design, and customer communication between the customer and the Services team. Conducts onboarding calls with customers to walk them through the ordering process, records needed, and workflows through design and approval process. Coordinate surgery dates and communication with customers for immediate provisionals. Be in direct contact with customers to discuss cases on a technical and design level to achieve a best way forward on complex cases. Perform quality inspection on full arch designs to ensure all customer expectations are met. Work closely with the registration, scan, and design teams to ensure all steps in each respective area are completed properly. Register customer cases utilizing web-client when required. Assist in improving Standard Work (SW) as defined to drive continuous improvement. Any other relevant tasks and duties assigned by Team Lead, Group Manager or Senior Site Leadership. Follow all SOPs to ensure compliance to the FDA 21 CRF 820, ISO 13485 and OSHA 1910 Meet high quality standards by consistently following established procedures and ensuring accuracy in all work performed. Support a made‑to‑order dental manufacturing environment by meeting production deadlines and aligning output with customer and market expectations.

Requirements

Minimum 4 years of practical experience as a Dental Laboratory Technician or Dental Designer at an Implant manufacturing company, required.
Minimum 1 year of experience working with complex product lines (i.e. full arch restorations), required.
Minimum 2 years of experience on 3D Dental software such as 3Shape, DTX Studio Lab, Exocad, or other 3D systems, required.
Must be able to communicate effectively to properly explain case evaluations and treatment planning to customers, particularly in full arch restorations.
Must be able to coordinate case scheduling and planning with customers and the Services team to ensure on time delivery of designs and products.
Ability to identify and problem solve common dental implant difficulties and Procera Complete questions and implement effective solutions independently.
Works with a limited degree of supervision.
Proficient in understanding the clinical and technical side of basic, priority product lines and also full arch.
Ability and willingness to train others with less experience and provide informal guidance.
Must be able to work well with computer programs including Microsoft Excel, PowerPoint, Word, and Teams.

Nice To Haves

CDT or MDT, preferred.
Experience working with different implant manufacturers, preferred.
Experience in full arch designing, case planning, and customer communication.
Experience working in a regulated environment, preferred.
Customer service experience, preferred.

Responsibilities

Guides each case through its lifecycle from initial intake and evaluation, ensuring that all clinical and technical details are accurately captured.
Communicates directly with customers regarding troubleshooting, information gathering, and case planning to provide an exceptional customer experience.
Acts as a Subject Matter Expert (SME) in full arch and the associated analog, digital, or hybrid workflows to support and share knowledge with colleagues, supervisors, and customers.
Supports new customers through onboarding calls to virtually walk them through our order submission process, required records, and approval workflow.
Verifies and evaluates case data and scans for full arch upon case receipt to determine if the case is acceptable and ready to move forward.
Inspects physical property upon arrival to ensure cases are evaluated for case planning, scanning, and designing.
Identifies clinical and technical issues that may arise during the scanning and designing steps and properly communicates issues and recommendations to the customer and Services team.
Communicates full arch topics regarding case planning, case evaluation, design, and customer communication between the customer and the Services team.
Conducts onboarding calls with customers to walk them through the ordering process, records needed, and workflows through design and approval process.
Coordinates surgery dates and communication with customers for immediate provisionals.
Is in direct contact with customers to discuss cases on a technical and design level to achieve a best way forward on complex cases.
Performs quality inspection on full arch designs to ensure all customer expectations are met.
Works closely with the registration, scan, and design teams to ensure all steps in each respective area are completed properly.
Registers customer cases utilizing web-client when required.
Assists in improving Standard Work (SW) as defined to drive continuous improvement.
Follows all SOPs to ensure compliance to the FDA 21 CRF 820, ISO 13485 and OSHA 1910.
Meets high quality standards by consistently following established procedures and ensuring accuracy in all work performed.
Supports a made‑to‑order dental manufacturing environment by meeting production deadlines and aligning output with customer and market expectations.