Dental Technician Support Supervisor

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. Our team is growing, and we are hiring a number of key positions within our organization including this Technical Support Supervisor opportunity at West Coast Dental Labs located in Hawthorne, CA.

The regular hours for this position are from 8:00 a.m. to 5:00 p.m., Monday through Friday, and subject to change from time to time.

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


Primary Responsibilities and Essential Functions of the Position:

• Monitor and drive quality goals and objectives.
• Read and analyze reports for the Diagnostic Department.
• Communicate effectively within the department and team meetings.
• Oversees ongoing development of product FAQ’s and general knowledge resources.
• Coach, mentor, develop and guide team members and peers.
• Provide training and other resources for team members to complete their tasks successfully.
• Monitors process of initiating and researching the preparation of credit memos.
• Assists team in reviewing, troubleshooting, analyzing Case Questions coming from production lab for accuracy and guiding the team to properly handle calls with the customer.
• Determines departmental call escalation process.
• Provides daily direction and communication to employees so that Diagnostics technical calls are answered in a timely, friendly and knowledgeable manner and manage US case communication flow.
• Partner with team to delegate special or ongoing projects that are priority to process improvement.
• Partner with production lab to address operational issues affecting customer experience.
• Uses appropriate judgment in upward communication regarding department or team member feedback.
• Support with FDA compliance documentation and follow-up.
• Addresses performance concerns according to the company policy and escalation to management and HR.
• Partner with management to provide feedback to Diagnostic team and supports with the annual review process.

Skills and Abilities Required:

• Strong Technical background in all areas such as Fixed, Removable, Implants, Orthodontic.
• CDT certification is not required but suggested.
• Strong verbal and written communication skills.
• Strong computer skills (mandatory) – MS Office - Excel, Word, Outlook.
• Detail and process driven – ability to coordinate multiple projects/assignments at one time.
• Continuous coaching of leads and DT team in effective conflict resolution.
• Analytical skills – Continuously utilize live and historical data to guide the team towards consistently delivering the most efficient, effective and superior customer experience.
• Continuous mentoring and coaching of advanced, effective interpersonal skills.
• Ability to partner with members of other departments to resolve issues and improve processes.
• Provide continuous coaching of effective de-escalation skills to DT team.
• Deliver decisive leadership with the ability to analyze and quickly formulate a plan.

Minimum Education and Experience Required:

• Required: High school diploma or GED
• Certified Dental Technician certificate, preferred but not required
• 5+ years of Full Service Laboratory Experience in Fixed, Removable, Implant Orthodontic Required
• 2+ experience in a supervisory role preferred

Equal Opportunity Employer


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