About us: Spectrum Killian Dental Lab Alliance is a leading innovator in dental solutions, dedicated to providing top-notch dental products to our clients. Our mission is to be a trusted partner to clinicians, by providing oral and maxillofacial solutions enabled by the best technology, the most talented technicians, and a supportive customer care team.

JOB SUMMARY

Technical Support Supervisor supervises a team that provides technical service-related support to the customers. Tracks the work of technical support representatives for all entities to ensure that all jobs are completed on time, calls made when needed to provide customers solutions and options, and to meet customer specifications.

ESSENTIAL SKILLS AND EXPIRIENCE:

· Basic computer skills and can use lab operational software.
· Dental and dental implant terminology
· Advance professional customer care techniques.
· Excellent communications, able to multi-task, and organization skills.
· Knowledge of safety procedures and can train on safety protocols.
· Well-balanced personality, team leader skillset, and professional work ethic.

KNOWLEDGE AND ABILITIES REQUIRED

• Excellent communication skills.
• Computer knowledge
• Good written and verbal communication skills.
• Planning: an ability to think ahead and plan over short-, mid-, and long-term time spans.
• Prioritize responsibilities.
• Strong customer orientation.
• Excellent interpersonal and communication skills.
• Strong orientation towards high-performance teamwork.
• Strong sense of time organization and urgency.
• Able to work independently and within a team
• Strong commitment to company values, philosophy, vision.
  Spectrum Killian Dental Lab Alliance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
  Job Types: Full-time, Temporary
  Pay: $30.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

· Review all inbound cases for Technical Support Department before routing to production or given to appropriate Technical Support Representative to make phone call.
· Use lab operational software to check in and out cases that are assigned to Technical Support Representative and or assigned to you.
· Follow Technical Support standard operation procedures (SOP) on every case to ensure all proper information is documented before case routed into production.
· Knowledge of reviewing digital scans for accuracy and quality.
· Assist the lab technician, sales and marketing team members by engaging customers on the phone to utilize the most optimal products other than what they currently request when needed.
· Assist Dr. and their patient within laboratory and in office chair side custom shades, adjustments, and custom finishing.
· Responds to TS calls and answer voicemail promptly throughout each shift
· Document all conversations and change request on prescription (Rx) in the respective case file in lab operational software.
· Review and provide precise service and products on work order then route to Data Entry to update as needed.
· Place cases on short and or long-term hold if no resolution has been reached. Ensure hold case report are updated weekly.
· Fulfill customer’s complaints and compliments with professional customer care approach, document, and report findings to via e-mail to supervisor.
· Responsible for maintaining camera equipment, checking that camera is functioning and accounted for at the end of the day before leaving
· Responsible for assisting implant specialist reviewing implant cases, assign precise services, product code to customer’s specifications, and loading implant components.
· Continually assist in collaborative projects with other inter departments.
· Daily review of, “on time shipping report”, “late/Rush”, “due date report”, and “Implant to be determine (Implant TBD) report. Make calls to customer’s office to report delays and reschedule if needed. Work with data entry to make sure cases are update properly.
· Responsible for onboarding New and Reactivated account following all applicable On-boarding forms and SOP’s
· Coach, Train and guide existing employees.
· Review, Pre-QC (Quality Control), Final-QC, and analyze the quality of standard of inter department output.
· Other tasks as required by Executive team or manager.