Dental Lab Technical Communications

Join National Dentex - a leading healthcare organization specializing in the dental industry! We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have several labs throughout the country. We are seeking to fill a number of key positions within our organization including this Dental Lab Technical Communications opportunity at NDX Global Dental Solutions located in Atlanta, GA. THIS IS NOT A REMOTE POSITION. 

The regular scheduled hours for this position are from 10:00 a.m. to 7:00 p.m., Monday through Friday, and subject to change from time to time.

This is a full-time opportunity featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holidays, vacation, and sick time; 401K with company contribution; and tuition reimbursement!

Primary Responsibilities and Essential Functions of the Position:

• Facilitate assigned technical area calls


• Make proactive calls to follow up on completed cases for new doctors and for new products


• Complete an “administrative quality inspection” on all cases, including checking items on the work ticket, prescription, billing accuracy, and adding personal notes where appropriate


• Provide special attention to new doctors and doctors that are experiencing concerns


• Act as liaison between accounts and laboratory technicians on questions regarding case design working times or other areas of concern


• Perform dental procedures when so requested or required by laboratory upper management


• Evaluate dental cases in laboratory when requested by laboratory accounts or necessitated by difficulties of case


• Participate in continuing education courses or seminars provided by the laboratory if needed in either a presentation or support capacity


• Work with technicians to critique or assist with design of cases for function, and aesthetics


• Assist doctors with treatment plans for implant or other type cases


• Consult with accounts regarding procedures or materials they use in an attempt to improve the quality of their work and reduce repairs/remakes


• Review case critique forms and discuss with accounts and appropriate lab personnel to eliminate problems


• Call new accounts to identify preferences and establish an initial Lab/Dr. relationship


• Build solid relationships with team members in the lab as well as staff members in customer offices


• Analyze remakes by customer and ensure any issues are resolved


• Follow up on all customer issues to be sure the issues identified are resolved to the customer’s satisfaction


• Keep team and General manager aware of quality trends. Develop a plan to improve quality. Complete Root Cause Analysis on quality issues/concerns


• All other duties as assigned

Skills and Abilities Required:

• Must have computer skills including typing and familiarity with Microsoft Office products


• Verbally communicate via telephone-maintaining a positive demeanor


• Verbally communicate with all levels of staff-maintaining a positive demeanor


• Takes initiative


• Excellent listening skills


• Attention to detail

Minimum Education and Experience Required: 

• High school diploma or GED equivalent


• Dental Implant Knowledge


• Prefered: 5 years of dental lab experience or dental assisting experience


• Minimum 12 months experience of direct dental customer service experience on technical related issues


• Minimum 12 months production experience, preferred


• PC literacy required: MS Office Skills (Outlook, Word, Excel)

            Hazardous Materials or Equipment Used:

• Office equipment


• Insert hazardous materials and/or equipment

            Physical Requirements:

• Regularly required to sit, stand, walk, and/or reach


• Exhibit fine motor skills and/or perform repetitive motions


• Good hand-eye coordination


• Good manual dexterity


• Ability to walk and stand for long periods of time


• Repeated bending and kneeling