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CLIENT TECHNICAL SUPPORT ADVISOR

CLIENT TECHNICAL SUPPORT ADVISOR

Leixir Dental Laboratory GroupOldsmar, FL, United States
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Objectives of this Role

  • Drive customer loyalty and sales by delivering exceptional on-demand technical support
  • Meet and exceed customer expectations for first-time fit and turn-around time by providing

timely technical expertise to internal teams and collaborating with customers

  • Minimize remakes and related customer impact by evaluating root cause of issues, advising on

    • solutions and recommending corrective actions

  • Improve customer satisfaction by driving consistent quality improvements through the

    • implementation and management of standard QC operating procedures

    Daily and Monthly Responsibilities

  • Address incoming technical questions, requests and consultation needs (analog and digital)
  • Proactively communicate with dental practices to develop solutions for technical case questions

    • (analog and digital)

  • Meet daily targets for call wait time, email response time and on-hold list management
  • Clearly and thoroughly document case notes from customer conversations to guide production
  • Review each Rx in detail; inspect all work entering and leaving the lab to ensure all quality

    • standards, client requests and company expectations are met

  • Collect, maintain, and communicate quality metrics for domestic, international, and outsourced

    • manufacturing teams to resolve quality defects

  • Communicate with leadership, manufacturing and clients on any issues, defects or nonconformance

    • issues to ensure proper feedback, client follow-up, and continuous improvement

    of lab practices

  • Verify cases consist of correct product(s) listed, have the necessary items to proceed and are

    • scheduled properly to ensure production success

  • Verify accuracy of tooth dimensions and occlusion of teeth, using micrometer and articulator
  • Develop and maintain complete and up-to-date records
  • Develop a close working relationship with customer experience, manufacturing, operations and

    • sales staff to effectively perform job responsibilities

    Skills and Qualifications

  • High School Diploma or equivalent
  • Knowledge of dental anatomy
  • High-level customer service skills
  • Excellent listening, communication, and organizational skills
  • Experience in a similar field

    • Preferred Qualifications

  • CDT in dental technology
  • Experience managing a large client base
  • Knowledge of quality assurance methods and procedures
  • Ability to manage multiple tasks
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    Client Advisor • Oldsmar, FL, United States