Technical & Client Support Manager

Absolute Dental Services Inc•Durham, NC

1d•Onsite

About The Position

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 customers and lab staff. It is a full-time, salaried/exempt position with no supervisory responsibilities. The manager supports customers and clinicians with case planning, fabrication, technical questions, scheduling, documentation, and quality control. The role also works closely with technicians to foster a team environment and provide troubleshooting support. Candidates with clinical chairside experience but no lab experience are encouraged to apply; training will be provided to the right person willing to learn.

Requirements

Experience in technical and client support within a dental lab or clinical environment.
Experience with Crown & Bridge (C&B) and implant case planning.
Ability to provide general technical support to clinicians.
Candidates without lab experience but with clinical chairside experience are encouraged to apply; training is available to the right person willing to learn.

Nice To Haves

Removable (denture) knowledge.

Responsibilities

Implement lab processes and evaluate and plan case design and fabrication.
Communicate case planning, fabrication details, and issues with doctors.
Consult with clinicians on case planning and procedures to help meet patient and clinician expectations.
Manage case design, material choices, and other technical questions.
Evaluate new cases for impression quality, model quality, and bite accuracy.
Keep cases on schedule through persistent and timely follow-up.
Maintain accurate, detailed, clearly written case notes reflecting doctors’ instructions and conversations.
Perform stacking, final contouring, and glazing of ceramic systems to Absolute quality standards.
Evaluate digital cases, including margins and bites, as needed.
Conduct and participate in Team View consulting sessions with clinicians when needed.
Assist with quality control as needed.
Assist with patient shade and custom stain appointments as needed.
Keep abreast of research and development in new technologies and materials, and report potential new technology to owners.
Provide excellent customer service.
Adhere to HIPAA/PHI regulations and maintain current certification.
Foster a team environment with technicians.
Provide general troubleshooting and problem-solving support for technical questions or issues.
Handle employee conflicts off the floor in coordination with applicable supervisors, the General Manager, and Human Resources.