Technical Consultant

Job Details

Description

The Technical Consultant position is responsible for technical support to our customers in relation to crown and bridge, digital, removables, or ortho products. The position ensures that the manufacturing team receives complete prescription and work instructions to aid in proper fabrication.

This position is a combination of client interaction ensuring customer satisfaction / retention, system / database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.

Provide phone consultation and technical advice to customers including doctors and dental office staff

• Provide recommendations to customers on appropriate material options for best product outcome
• Make outbound calls to dental office customers to resolve out of production case issues
• Evaluate case issues and provide alternative solutions to customers in order to prevent remakes
• Maintain daily call
• Ensure call communications are properly documented in the customer relationship management system (LabTrack / CRS) including saving and attaching photos to case records.
• Maintain key performance indicators for call productivity such as case turnaround time and call volume
• Accurately represent DDS Lab products and warranties
• Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
• Provide support to Account Management and Inside Sales teams by proactively accepting escalated technical calls transferred from non-technical staff.
• Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
• Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards
• Comply with safety and health protocols

Qualifications