Technical Consultant Ortho

DDS LAB LLC•Tampa, FL

1d•Onsite

About The Position

The Technical Consultant Ortho position is responsible for providing technical support to ortho customers and ensuring that manufacturing teams receive complete prescription and work instructions for proper fabrication. This role involves client interaction to ensure customer satisfaction and retention, system/database administration, and clarification of prescription non-conformances before fabrication. The individual will assist the department in delivering prompt and attentive communications to customers.

Requirements

Minimum 4 years experience as a Dental Lab Technician
High School Diploma or GED required
Understand application of Ortho case materials and solutions
Ability to problem solve within a limited time frame while a customer is on the phone
Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases
Maintain the highest degree of professionalism, remembering to speak clearly, using a positive tone of voice during customer calls and while working in the call center area
Superior attention to detail
Fluent in written and spoken English
Dependable and reliable; willing to take on needed duties to fulfill the goals of this operation and take responsibility for ones own actions
Demonstrated ability to effectively manage escalated customer interactions with professionalism and composure
Utilize on-the-spot stress reduction management techniques to avoid an unsatisfactory customer experience
Ability to adhere to assigned schedule
Ability to adhere to dress code standards

Nice To Haves

CDT preferred
Prior experience in a dental lab preferred

Responsibilities

Provide phone consultation and technical advice to customers including doctors and dental office staff
Provide recommendations to customers on appropriate material options for best product outcome
Make outbound calls to dental office customers to resolve out of production case issues
Evaluate case issues and provide alternative solutions to customers in order to prevent remakes
Maintain detailed call and customer interaction records in the system
Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records
Maintain key performance indicators for call productivity such as case turnaround time and call volume
Accurately represent DDS Lab products and warranties
Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management
Provide support to Account Management and Inside Sales teams by proactively accepting escalated technical calls transferred from non-technical staff
Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements
Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards
Comply with safety and health protocols