Dental Technician Manager

Job Title: Dental Technician Manager

Reports To: Chief Operating Officer (COO)

Location: Sun Dental Labs, St. Petersburg, FL

Job Type: Full-Time, Salaried

FLSA Classification: Exempt

Schedule: Monday – Friday, Day Shift

Overview

Sun Dental Labs is seeking an experienced, highly skilled Dental Technician Manager to oversee all technician departments across our main laboratory and associated DBAs, including Ocean Blue Dental Lab. Reporting directly to the Chief Operating Officer, this leadership role bridges the gap between top-tier clinical expertise and daily administrative management.

The primary focus of this role is answering technical phone calls from dentists, providing expert chairside troubleshooting for removables, implants, and crown & bridge cases. Additionally, this manager will serve as a crucial buffer for the COO by taking on escalated technical questions from the floor and providing direct guidance to the team. While daily hands-on Quality Control and routine doctor communications are a shared responsibility across the technician floor, this leader provides overarching technical support and flexibly steps in to perform direct QC and handle complex consultations based on lab volume and daily workflow demands to ensure the highest standard of restorative quality is maintained.

Essential Duties & Responsibilities

Primary Focus: Customer Communication & Doctor Consultations

(This area commands the majority of the Manager's daily focus and bandwidth)

• Customer Communication & production lab Queues: Monitor production lab call queues and inquiries immediately upon arrival, initiate proactive outbound calls to customers to clarify Rx details and design, and reply promptly to the production lab team.
• Doctor Consultations & Escalations: Field inbound phone calls from dentists, partnering with the technician team to manage the daily call volume while taking ownership of complex chairside troubleshooting and escalated technical problems.
• Complaint Resolution: Field inbound technical inquiries and manage communications with dissatisfied accounts to ensure the professional address and resolution of all account complaints.
• Customer Relations: Possess excellent phone etiquette and maintain solid customer relationships by providing expert recommendations if a submitted design will not work, handling concerns with speed and professionalism.

Core Technical Operations: Quality Control & Diagnostics

(A significant and ongoing portion of daily responsibilities involves technical oversight and problem resolution)

• Dynamic Quality Control: Perform Quality Control on new cases as they are entered to ensure all necessary components and information are present for production. Seamlessly step in to perform hands-on QC for fixed, removable, and implant cases as dictated by operational needs.
• Case Evaluation & Root Cause Analysis: Review doctor's Rx for errors, evaluate dental models to confirm design viability, and check provided materials for potential design issues.
• Technical Authority: Serve as the facility's premier technical authority, demonstrating comprehensive end-to-end knowledge of Removables, Crown & Bridge, and Implant manufacturing, while proactively identifying and mitigating material and structural limitations.
• Advanced Implant Oversight: Employ precise dental nomenclature to accurately identify, prescribe, and troubleshoot all necessary restorative components (including analogs, Ti-bases, multi-unit abutments, scan bodies, and custom abutments).
• Financial & Policy Authorization: Evaluate credit requests, review remake cases to determine root causes, assess whether additional charges are applicable, and authorize financial adjustments based on lab policy and case history.

Ongoing Department Leadership & Administration

(As a critical supporting administrative function, this role guides team strategy and daily workflow)

• Production & Queue Management: Monitor technician output, track "on-hold" cases, and actively manage production lab communication queues to prevent production delays. Ensure all phone inquiries are addressed, and all cases are QC'd by the end of the business day.
• Team Leadership & Huddles: Proactively manage employees across all technical departments and lead weekly technician huddles to discuss operational updates, current quality trends, and provide problem-solving support.
• Primary Floor Support: Act as the first line of support for the technician floor, taking escalated technical questions directly from technicians to provide immediate, expert resolutions.
• Process Observation & Corrective Action: Identify common QC errors and review remake reports to pinpoint recurring production issues. Implement immediate corrective actions on the floor and escalate consistent failures to the COO for communication with the production lab team.
• Department Administration: Oversee daily operations, manage technician scheduling and hours, and monitor time clock management to ensure efficiency across all technical departments.
• Scaling Success & Protocol Compliance: Ensure all technicians strictly adhere to company policies and COO directives. Identify highly successful technicians and efficient workflows, extracting these positive best practices to incorporate into the overarching company strategy.

Qualifications (Experience, Education, Licensure, Certification)

• Current CDT (Certified Dental Technician) license is REQUIRED.
• Minimum of 5 years of dental laboratory experience required, with prior management, leadership, or supervisory experience heavily preferred.
• Advanced Implant Expertise: Must possess a high level of knowledge across all major implant systems. Demonstrated ability to accurately troubleshoot and oversee the fabrication of complex, multi-unit implant restorations is mandatory.
• Technical Expertise: Thorough understanding of morphology and functional design in anterior/posterior restorations, removables, and precision attachments.
• Advanced CAD/CAM & 3Shape Proficiency: Must possess a robust and comprehensive skill set in digital design. While digital design is not the primary daily focus of this role, the candidate must have the expertise necessary to troubleshoot complex digital cases and guide technicians.
• Communication Focus: Exceptional verbal and written communication skills are paramount, with the ability to articulate complex clinical details clearly over the phone to dental professionals.
• System Proficiency: Must be highly proficient with computers, Microsoft Office 365, MagicTouch DLCPM (CRM), and multi-line phone systems prior to hire.
• Familiarity with hand tools and other laboratory equipment.
• Experience handling a high volume of technical case inquiries in a fast-paced environment.

Compensation & Benefits

• Schedule: Stable, daytime hours (Monday – Friday) with no weekend shifts

• Investment in Your Credentials: Full company coverage of annual CDT license renewal fees and support for required Continuing Education (CE) credits

• Paid Time Off: Comprehensive Paid Time Off (PTO) program and Paid Holidays

• Retirement: 401(k) plan with a generous company match

• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance plans available

• Professional Growth: Direct visibility and strategic collaboration with executive leadership within a technologically advanced laboratory environment