Technical & Client Support Manager

Denbright Dental Labs•Durham, NC

19h•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 full-time, salaried/exempt role provides prompt, accurate, and exceptional support to customers and lab staff. The position has no supervisory responsibilities. The role supports customer and dentist needs through case planning, fabrication coordination, technical consultation, case evaluation, and follow-up. It also collaborates with technicians by fostering a team environment and providing general troubleshooting and problem-solving support. Candidates with clinical chairside experience but no lab experience are encouraged to apply; training will be provided to the right person who is willing to learn. The position is on-site, Monday through Friday, from 8 a.m. to 5 p.m.

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.
Ability to perform each essential duty satisfactorily and possess the knowledge, skills, and abilities representative of the listed requirements.

Nice To Haves

Removable (denture) knowledge.
Clinical chairside experience; candidates without lab experience are encouraged to apply and may be trained.

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 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, timely follow-up.
Maintain accurate, detailed, clearly written case notes documenting doctors’ instructions and conversations.
Perform stacking, final contouring, and glazing of all ceramic systems to Absolute quality standards.
Evaluate digital cases when needed, including margins and bites.
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 the owners.
Provide excellent customer service.
Follow 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.