CLIENT TECHNICAL SUPPORT ADVISOR

The Company: Leixir Dental Laboratories are full-service state-of-the-art dental labs which offer a complete range of leading-edge dental products. Our labs represent a perfect balance between innovative technology and traditional methods. We are the leader in state-of-the-art cosmetic and restorative dentistry, and our labs are committed to providing you with the best, most up-to-date products and services.

Objectives of this Role

The Client Technical Support Representative is responsible for providing technical support directly to clients and to internal stakeholders to deliver a standardized, exceptional Leixir experience.

The role will impact Leixir’s key results by driving:

• Client Loyalty: providing the access to technical expertise clients are seeking
• Quality: providing internal technical guidance and collaborating with customers
• Fewer Remakes: reviewing remakes, identifying root causes and recommending actions
• Turnaround Time: efficiently resolving queries and working hold cases

This role will require a strong focus on client interactions, troubleshooting technical concerns, ensuring quality control, and maintaining efficient production processes. The ideal candidate will have a solid technical background in dental lab products, excellent problem-solving skills, and the ability to manage multiple priorities effectively.

Key Responsibilities:

Client Technical Support (Inbound Questions)

• Client Support: Serve as client contact (phone, email and MLC) for technical case questions. Troubleshoot, advise and relay outcomes to CX, sales and production teams.
• Client Experience Support: Serve as resource for Client Experience team when client questions require technical and/or local case expertise.
• Accessibility & Responsiveness: Achieve key performance metrics for call wait time, email response time and timely customer issue resolution.

Case Management & Client Engagement

• Technical Questions/Concerns: Serve as main point of contact for resolving technical queries from booking, production and other internal teams. Contact customers to obtain missing information and/or collaborate on solutions to successfully complete cases.
• Hold Cases: Address any delays or holds, ensuring proper communication and follow-up with clients and timely resolution of issues.
• Digital Scan Support: Communicate with clients when digital rescans are required and provide feedback when scans are manageable, but improvements could drive better outcomes. Educate customers and review rescans submitted.
• In-Office Consultations: Provide consultation for any on-site issues or adjustments related to products or procedures.
• Product Adjustments: Work with clients and internal teams to make necessary case adjustments.
• Rush Cases: Prioritize and manage rush orders to meet critical deadlines.
• Internal Communications & Documentation: Clearly and thoroughly document case notes from customer conversations into relevant systems to inform Field, CX and Production teams.

Remake Management & Quality Control

• Remakes: Review remake cases, evaluate root cause of issues, recommend corrective actions and communicate with production teams on any issues, defects or non-conformance issues to ensure proper feedback, client follow-up, and continuous improvement of lab practices.
• Quality Control Oversight (as needed): Ensure all aspects of the product production meet the highest standards by overseeing:
  • Booking: Review RXs and case entries for accuracy and completeness.
  • Design: Ensure designs align with client specifications and are within technical requirements.
  • Scans: Review digital scans to ensure accuracy and quality for production.
  • Final Product: Inspect final products to guarantee they meet client expectations and operational standards before delivery.
  • Quality reporting: Collect, maintain and communicate quality metrics for domestic, international and outsourced manufacturing teams to resolve quality defects

Required Skills and Qualifications:

• Technical Knowledge: In-depth understanding of dental lab products and associated production processes.
• Experience: Minimum of 3 years of experience in a production or technical service role, preferably within the dental industry.
• Communication Skills: Excellent verbal and written communication skills to work with internal teams and clients.
• Problem-Solving: Strong ability to identify issues and implement corrective actions promptly.
• Team Leadership: Proven experience working within cross-functional teams and driving collaboration between departments.
• Time Management: Strong organizational skills with the ability to manage multiple tasks and meet deadlines.
• Attention to Detail: Excellent attention to detail, ensuring quality control at all stages of production.
• Customer Service: Previous experience in a client-facing role, particularly in healthcare or dental services.

Preferred Qualifications:

• Software Proficiency: Familiarity with case management software, production tracking tools, or other industry-related systems.

• CDT in Dental technology

• Quality Assurance: Knowledge of quality assurance methods and procedures.
  
  Location:
  Our network of dental laboratories spans six states, with labs in Florida, Connecticut, Maryland, Mississippi, Rhode Island, Texas, and New York. The Leixir Home Office is in Tampa, Florida.
  
  Interview Process
  As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved.

  • Information Screening: The Talent Manager will have a 20-to-30-minute phone conversation focused on relevant work experience, compensation, role overview, and answering any questions you may have.
  • Panel Interview: 45-minute interview with the Operations Manager. This will take place at the lab and will dive deeper into the role, technical knowledge, and requirements of the position. The candidate will have the opportunity to meet the team, tour the workplace, and gain a better understanding of the job’s functions.
  • Offer: The Talent Manager will reach out with the details of the informal offer for discussion. After all the details of the informal offer are finalized, the formal offer letter and job description will be sent. At this time, we will complete a background check.

• 
  Culture:

  Leixir's company culture is all about keeping it real. We totally get that work is just one part of life, so we make sure our employees have plenty of time to kick back and enjoy themselves. But don't get us wrong – we take our work seriously too! We believe that every person on our team brings something unique to the table, and we love celebrating that individuality. Plus, we're all about teamwork – we know that we're stronger together than we are alone. And we show our team members how much we appreciate them with frequent employee appreciation events. At Leixir, we believe that when our employees are happy and valued, we all win!