Customer Experience Lab Technician

Responsibilities

• Collaborate with doctors in real time to review and refine case designs for optimal aesthetic and functional outcomes.
• Provide expert guidance on complex dental cases and build clinician confidence in digital tools.
• Support Italian-speaking clinicians by phone, chat, and video, troubleshooting issues and clarifying workflows.
• Serve as a local technical expert for doctors in Italy, adapting guidance to local clinical practices and workflows.
• Liaise between doctors and lab teams, translating clinical feedback into production outcomes.
• Manage multiple complex conversations simultaneously and meet tight deadlines while maintaining high quality standards.

Requirements

• Professional fluency in Italian and English, written and spoken.
• Based in or able to relocate to Milan, with the ability to work from the Milan office.
• At least 3 years of experience as a dental technician.
• At least 2 years of experience designing with 3Shape CAD/CAM, including implant and crown-and-bridge cases.
• Deep understanding of digital dental workflows, including implant systems, scan bodies, and design best practices.
• Strong technical aptitude and ability to learn dental design platforms quickly.
• Proven ability to build rapport with clinicians and provide empathetic, professional support.
• Excellent verbal and written communication skills, including translating clinical and technical feedback into actionable insights.
• Strong independent problem-solving skills.
• Comfortable with live conversations via chat, phone, and video.
• Ability to work effectively in a fast-growing, rapidly changing digital lab environment.

Nice-to-haves

• Previous customer-facing laboratory experience.
• Additional European language skills, especially French, Dutch, or Spanish.

Benefits

• Country-specific comprehensive benefits, typically including healthcare, dental coverage, mental health support, parental planning resources, retirement savings options, and paid time off.