Customer Experience - Dental Lab Technician
Provides real-time technical and customer support to clinicians on dental lab cases, including treatment-plan review, removables design guidance, workflow troubleshooting, and coordination with lab teams. Requires at least three years of dental technician experience and strong 3Shape CAD/CAM expertise.
About the job
Responsibilities
- Partner with doctors in real time to review and refine case designs for optimal aesthetic and functional patient outcomes.
- Provide expert guidance on complex cases and build clinician confidence in digital tools.
- Communicate with clinicians via phone, chat, and video to troubleshoot issues, clarify workflows, and provide efficient, empathetic customer service.
- Liaise between doctors and lab teams, translating clinical feedback into production outcomes.
Requirements
- 3+ years of experience as a dental technician.
- 2+ years of experience with 3Shape CAD/CAM design, including implant and crown-and-bridge cases.
- Deep understanding of digital dental workflows, including implant systems, scan bodies, and dental design best practices.
- Technological aptitude and the ability to quickly learn and navigate dental design platforms.
- Ability to build rapport with clinicians, provide empathetic support, and manage complex concerns professionally.
- Excellent verbal and written communication skills, with the ability to translate clinical and technical feedback into actionable insights.
- Comfortable communicating live with doctors via chat, phone, and video.
- Strong independent problem-solving skills and ability to manage multiple complex conversations simultaneously.
- Ability to meet tight deadlines while maintaining exceptional quality standards.
- Native or near-native fluency in the local market language, knowledge of local dental norms and terminology, and English fluency for global collaboration.
Nice to Have
- Previous experience in a customer-facing lab role.
Compensation and Benefits
- Full-time employees receive country-specific benefits that typically include healthcare, dental coverage, mental health support, parental planning resources, retirement savings options, and paid time off.
Skills
Dental Technology, 3Shape Cad/Cam, Implant Design, Crown And Bridge, Digital Dental Workflows, Implant Systems, Scan Bodies, Dental Design Platforms, Clinical Communication, Customer Service, Problem Solving, Quality Assurance
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