CLIENT TECHNICAL SUPPORT ADVISOR

Job Title: Client Technical Support Advisor Job Summary:

The Client Technical Support Advisor is responsible for providing technical support and case management assistance to customers and team members. This role serves as a key communication link between dentists, technicians, production teams, and support departments to ensure cases are processed accurately, efficiently, and in alignment with client expectations. The position supports operational success by driving client satisfaction, quality outcomes, efficient turnaround times, and reduction of remakes through technical expertise, proactive communication, and effective case coordination.

Duties/Responsibilities:

Client Technical Support & Communication

• Serve as a primary point of contact for technical case questions via phone, email, web calls, and other communication channels.
• Communicate directly with dentists, clients, technicians, and internal departments to ensure case questions are resolved promptly and accurately.
• Troubleshoot technical concerns and provide guidance to clients, Client Experience teams, sales teams, and production departments.
• Support Client Experience and internal teams when technical expertise or local case knowledge is required.
• Maintain responsiveness and accessibility by meeting service expectations for call handling, email response times, and issue resolution.
• Plan, organize, and manage daily communication related to cases in production.
• Monitor and follow up on hold cases and unresolved case questions to obtain required information or instructions from clients in a timely manner.
• Serve as the primary point of contact for follow-up on unanswered case questions requiring resolution.
• Coordinate with production operations, lab leadership, accounting, and other support departments to resolve case-related issues.
• Analyze late case reports and support productivity improvement efforts.
• Respond to new case delivery date inquiries and related status requests each morning.
• Update EasyDent/EDDL systems with case communication responses received directly from clients.
• Clearly document customer conversations, case updates, and technical notes in relevant systems for visibility across teams.
• Communicate with clients regarding digital scan issues, or opportunities for improved scan or impression quality.
• Review digital scans and provide technical feedback to support successful case outcomes.
• Process web calls and assist with digital workflows as needed.
• Provide consultation support for product-related Issues or adjustments as needed.
• Support quality assurance activities by reviewing scans, designs, and final products to ensure alignment with client expectations and operational standards.
• Lead the process of adding and maintaining appropriate account alerts and quality review preferences within company systems.
• Coordinate implant component requirements for laboratory cases, including adding analogs and other requested parts to applicable implant cases.
• Manage the ordering, tracking, and Inventory control of implant components, scan bodies, and related materials to maintain appropriate stock levels and minimize delays.
• Verify the necessity of OEM implant part requests by reviewing doctor preferences, OEM doctor lists, prescription notes, and documented communication prior to placing orders.
• Communicate with dental offices regarding back orders, unavailable components, shipping delays, or other implant-related case concerns in a timely and professional manner.
• Collaborate with implant manufacturers and designated company representatives to resolve case issues, component discrepancies, and product-related concerns.
• Monitor open implant cases for pending questions or unresolved issues and work closely with the CO/DCQ team to ensure prompt resolution and case progression.
• Process and organize receipts and documentation for all implant-related purchases and maintain accurate records for tracking and accountability.
• Prepare and distribute daily reports of provided implant parts and components to the designated outgoing shipment coordinator by the end of each workday.
• Break down returned implant cases, recover reusable analogs and components, properly relabel items and return approved materials to inventory.
• Assist with ordering scan bodies and other digital implant workflow components as requested by doctors or laboratory staff.
• When ordering DESS ASC abutments, notify dental offices regarding required drivers and provide associated instructions to ensure proper clinical use.
• Maintain organization and accuracy in implant case management systems, inventory records, and internal communication channels.
• Perform additional job-related duties and special projects as assigned. Required Skills & Qualifications
• Strong understanding of dental laboratory products, workflows, and production processes.
• Minimum of 2-3 years of experience in a dental laboratory, technical support, production, customer service, or high-volume office environment.
• Excellent verbal and written communication skills with the ability to interact professionally with clients and internal teams.
• Strong organizational skills with exceptional attention to detail.
• Ability to troubleshoot problems, identify solutions, and follow through to resolution.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency In Microsoft Office Suite and other business software systems.
• Strong customer service and relationship management skills.
• Ability to work collaboratively across departments and teams. Preferred Qualifications
• Associate degree preferred.
• Experience with dental case management software, production tracking systems, or digital dental workflows.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to access and navigate the production facility as needed.

Acknowledgement The responsibilities outlined in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.