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Glidewell Dental · 1 month ago

Technical Advisor - DTP (Monday to Friday 8:00am to 5:00pm)

Irvine, California

Full-time

Onsite

Entry, Mid Level

$25/hr - $25/hr

2+ years exp

Glidewell Dental is an industry leader in dental technology, known for its agility and cutting-edge innovations. The Technical Advisor for Digital Treatment Planning (DTP) will coordinate department support activities, interface with customers, and provide technical expertise to ensure customer satisfaction and retention.

BiotechnologyDentalManufacturingMedical

Responsibilities

Coordinates and performs a range of department support activities for Digital Treatment Planning (DTP); serves as a liaison between other divisions/departments

Interfaces with customers to provide explementary customer service and satisfactory resolution

Monitors and responds to DTP TA/Manager workbasket in Worklist Portal, GCX tasks, and incoming inquiries, ensuring timely response and resolution

Relies on extensive technical knowledge to make decisions and accomplish departmental goals

Resolves customer inquiries including but not limited to inbound telephone calls, checking on ship dates, offering information and promotions on all products, updating new account information and inputting call notes in designated systems

Provides technical expertise to resolve customer inquiries, which includes but is not limited to:

Concerns and/or feedback related to case, process, credits, evaluations, remakes, and escalated matters

Inquiries pertaining to guided surgery

Information regarding digital treatment planning

Guides customer the process to submit a digital Rx and/or upload DICOM files

Provides supports clinical staff, radiology center, and technicians

Ensures customer retention and satisfaction

Contacts customers for any technical questions regarding CT scans, intraoral scans, or RX instructions

Makes outbound calls on cases that need assistance and follows up on cases on hold to obtain required information

Follows-up on specific requests made by doctors on cases timely

Tracks, updates, and archives case information as necessary, ensuring case notes are updated and with pertinent information. Assists customers in problem solving, planning, development, and execution of stated goals and objectives

Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner

Complies with customer service policies and procedures and call center operational standards

Maintains a day-to-day professional relationship with dental technicians, support staff, managers, and all personnels

Seeks advice and input from the manager when needed

Provides call center support as needed to support company goals

Performs other related duties and projects as business needs require at direction of management

Qualification

Dental implant experienceCustomer service experienceAutomatic call distributionRealGUIDE experienceCoDiagnostics experience3 Shape Implant Studio experienceRDA certificationDA certificationCDT certification