Posted: Dec 4, 2024

Technical Case Support Manager

ROE Dental Laboratory - Independence, OH
Full-time
Salary: Negotiable
Application Deadline: Dec 27, 2024
Dental Laboratory Technician
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Job Title: Dental Lab Case Support Manager
Location: Independence, OH (On-Site, NOT Remote)
Schedule: Full-Time, Monday-Friday 9AM-6PM 
 
ROE is a full service dental laboratory that has been building long-term partnerships with dentists since the 1920's. Our team of highly trained and experienced technicians is dedicated to providing the quality and service necessary to maximize patient satisfaction and minimize chair time.

We are seeking an experienced dental laboratory Case Support Manager to handle high-level, direct-to-customer communication on both dental technical and routine case questions. The role includes quality control of outbound laboratory cases to ensure ROE standards, maintaining excellent rapport with assigned doctors, and managing special requests, including scheduling cases in our lab management system.
 
Duties and Responsibilities:
  • Represent ROE in the best possible manner, consistently delivering ROE’s brand of customer service.
  • Provide comprehensive dental technical support to all customers, troubleshoot complex cases, and evaluate and communicate best practices to ensure a smooth and successful experience for both the customer and the patient.
  • Perform multifaceted responsibilities, including quality control, customer communication, ensuring ROE standards are followed, communicating with production managers on quality issues, ensuring timeliness of cases leaving the laboratory, ensuring pricing accuracy during quality control, and training.
  • Assist with credits throughout the month by evaluating case history and making judgment calls.
  • Train new specialist employees until they are competent to check each type of case at ROE, follow ROE standards, communicate with doctors on any topic that arises, and manage phone communications effectively.
  • Ensure consistency and quality of messaging and communication to customers.
  • Respond to all questions and inquiries within a maximum of 4 hours.
  • Answer phone calls promptly, adhering to our customer-first policy.
  • Check cases within a 2-hour deadline, manage workload balance, and ensure cases are ready for shipping or returned to production within deadlines.
  • Maintain consistency with external remake evaluation standards.
  • Other duties as assigned

Qualifications, Education, and Experience:
  • High School Diploma or GED required; Associate's degree in business, communications, or a related field preferred; advanced degree beneficial.
  • 5+ years’ dental lab experience, in both fixed and removable
  • Certified Dental Technician (CDT) preferred.
  • Strong technology orientation and advanced computer navigation skills.
  • Strong attention to detail, organizational skills, and decision-making skills.
  • Commitment to customer service, both internally and externally.
  • Ability to work well independently and as part of a team.
  • Ability to meet deadlines and work well under time pressure.
  • Creative problem solver able to devise strategies and propose solutions.
 
Benefits
  • Medical Insurance
  • Vision Insurance 
  • Life Insurance
  • In-House Dental Care
  • PTO
  • PTO for Most Holidays
  • 401(k)
If you meet the qualifications and are excited about the opportunity to provide exceptional customer service in a dynamic environment, we encourage you to apply.