Dental Lab Technical Support

ROE Dental Laboratory•Independence, OH

3d•Onsite

About The Position

ROE is a full-service dental laboratory that has partnered with dentists since the 1920s. The Technical Support Specialist provides high-level, direct-to-customer support for technical and routine questions, troubleshoots complex cases, and helps ensure customers and patients have a smooth experience. The role also performs quality control on outbound laboratory cases to ensure ROE standards, maintains relationships with assigned doctors, and manages special requests, including scheduling cases in the lab management system. The specialist balances case reviews, customer communications, quality standards, pricing accuracy, and shipping or production deadlines. The position also assists with monthly credit decisions and trains new specialists on case review, ROE standards, doctor communication, and phone handling.

Requirements

High school diploma or GED.
At least five years of dental laboratory experience in both fixed and removable dentistry.
Strong technology orientation and advanced computer navigation skills.
Strong attention to detail, organizational skills, and decision-making skills.
Commitment to internal and external customer service.
Ability to work independently and as part of a team.
Ability to meet deadlines and work well under time pressure.
Creative problem-solving ability, including devising strategies and proposing solutions.

Nice To Haves

Associate's degree in business, communications, or a related field.
Advanced degree.
Certified Dental Technician (CDT) certification.

Responsibilities

Represent ROE by consistently delivering its customer service standards.
Provide technical support to customers, troubleshoot complex cases, and communicate best practices.
Perform quality control on cases, ensuring ROE standards and pricing accuracy are followed.
Communicate quality issues with production managers and help ensure cases leave the laboratory on time.
Maintain rapport with assigned doctors and manage special requests, including scheduling cases in the lab management system.
Evaluate case histories and make judgment calls when assisting with credits throughout the month.
Train new specialist employees until they can check each type of case, follow ROE standards, communicate with doctors, and manage phone communications effectively.
Ensure customer messaging and communication are consistent and high quality.
Respond to customer questions and inquiries within a maximum of four hours and answer phone calls promptly.
Check cases within a two-hour deadline, balance workload, and ensure cases are ready for shipping or returned to production within deadlines.
Maintain consistency with external remake evaluation standards.
Perform other duties as assigned.