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Fixed/Removables Technical Consultant


  • DDS Lab
  • 05/03/19
  • Tampa, FL
  • 33634
  • NA / Yearly
  • Full-Time
Fixed/Removables Technical Consultant

Purpose:

The Fixed/Removables Technical Consultant position is responsible for technical support to both our fixed and removables customers. 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 position ensures that manufacturing teams receive complete prescription and work instructions to aid in proper fabrication.

Duties and Responsibilities:
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.
Ensure call communications are properly documented in the customer relationship management system (CRM) 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.

Skills:
Ability to respond to angry and aggressive customers in a professional manner.
Utilize on-the-spot stress reduction management techniques to avoid an unsatisfactory customer experience.
Understand application of case materials and solutions.
Ability to problem solve within a limited time frame while a customer is on the phone.
Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases.
Maintain the highest degree of professionalism, remembering to speak clearly, using a positive tone of voice during customer calls and while working in the call center area.
Superior attention to detail.
Dependable and reliable; willing to take on needed duties to fulfill the goals of this operation and take responsibility for ones own actions.
Ability to adhere to assigned schedule.
Ability to adhere to dress code standards.
Fluent in written and spoken English, additional fluency is a plus.

Education:
High School Diploma or GED required
CDT preferred

About DDS Lab:
Headquartered in Tampa, DDS Lab is one of the fastest growing dental labs in the country. We are a multi-national medical device manufacturer with operations in China and US. Providing custom dental prosthetic solutions to large and small dental practices, our comprehensive product offering includes crowns and bridges, implant abutments, dentures and orthodontics.

EOE/DFW

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