CLIENT TECHNICAL SUPPORT ADVISOR

Job Description

Job Description

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