MANAGER CLIENT TECHNICAL SUPPORT – DENTAL LAB Position Available In Pinellas, Florida

MANAGER CLIENT TECHNICAL SUPPORT – DENTAL LAB LEIXIR DENTAL LAB GROUP

Oldsmar, FL Job Details Full-time Estimated:

$77.8K – $102K a year 11 hours ago Qualifications Sales Customer service Laboratory experience Technical support Quality assurance Quality control Organizational skills Senior level Leadership Communication skills Time management

Full Job Description 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. This is a Dental Lab manufacturing support position. This not an IT related position.

Job Overview:

The Client Technical Support Manager is responsible for leading the technical support and surgical advocate teams across Leixir U.S. labs to deliver a standardized, exceptional Leixir experience. The role will impact Leixir’s key results by driving:

Client Loyalty:

enabling access to the technical expertise clients are seeking

Quality:

facilitating internal technical guidance and customer collaboration

Fewer Remakes:

overseeing the review, analysis and recommendations re: remakes

Turnaround Time:

leading the efficient resolution of queries and hold cases This role will require a strong focus on team leadership, cross-functional collaboration and client interactions. 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:

Team Leadership and Oversight Employee Management:

Help translate corporate objectives to lab and individual job priorities, activities and objectives. Support employees to achieve performance targets and ensure adherence to company policies and procedures.

Employee Development:

Train, coach and mentor employees for customer interactions and efficient issue resolution.

Department Success:

monitor achievement of service level targets and assess workload and competencies to recommend changes (new hires, moves, etc.) to deliver results.

Process/System Optimization:

identify opportunities to improve client experiences and drive solutions, training and communications across CTS and surgical advocates to implement change.

One Team:

Drive listening, collaboration and learning across all Leixir labs to guide best practices for technical support and a united Leixir customer experience. 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.

Client Onboarding Welcome Calls:

Proactively contact clients following first cases to establish relationship, address inquiries and support adoption.

Trial Support:

Align with sales on client-specific trial success criteria and work with clients and internal stakeholders to achieve trial goals.

Case Management & Client Interaction 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.

Product Adjustments :

Work with clients and internal teams to make necessary case adjustments. Provide in-office consultations related to products or procedures as needed.

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 production meet the highest standards across booking, design, digital scanning and final products.

Required Skills and Qualifications:

Technical Knowledge :

In-depth understanding of dental lab products & production processes.

Experience :

Minimum of 5 years of experience in a production or technical service role, preferably within the dental or healthcare 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, driving collaboration between departments and managing direct reports.

Time Management :

Strong organizational skills; can manage multiple tasks and deadlines. Attention to

Detail :

Excellent attention to detail, ensuring quality control at all stages.

Customer Service :

Previous experience in a client-facing role 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!