Clinical Support Expert, Fixed (Implants)

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.Dandy is hiring a Clinical Support Expert to join our rapidly growing venture-backed company. The Clinical Support Team owns delivering best in class dental technical knowledge and customer service in a timely manner. In this role, you’ll help provide technical expertise to offer superb customer service for our doctors.What You'll DoYou will be the CX Product Line “Lab Owner” through cross-functional partnership with the Quality and Product Line teamsEffectively develop and collaborate on quality best practices, then implement the procedures across the Clinical Support TeamSupervise the quality trends of the Product line, escalating trends with mitigation solutionsPropose and oversee the upleveling of clinical knowledge based on trends and feedbackImplement rapid quality result focused solutions in collaboration with the Quality teamMaintain detailed records of quality solutions and impact on patient outcomesYou will also provide technical guidance as the highest level of escalation of inbound support ticketsSupport doctors through phone and chat to provide technical customer service regarding complex cases, treatment planning and refab diagnosticsBe the technical liaison between doctors and the lab, translating doctor feedback and preferences to outcomes for live ordersWhat We're Looking ForMinimum +5 years experience in a high volume lab setting, digital dental labs ideal but not necessary3+ years experience in 3Shape CAD/CAM digital design in ImplantsPreferred, previous experience with customer service role for the labIs looking for a technical customer service roleStrong current knowledge of Implants dental systems and their digital components (i.e. scan bodies)Customer obsession focused - Connect with Dr’s on live orders and help answer questions and/or troubleshoot their issues for best customer experienceEmpathetic - able to connect well with other people and understand the customer’s pain pointsStrong computer skillsStrong written and verbal communication skillsAbility to problem-solve independentlyAbility to meet deadlines while maintaining superior quality standards for every caseDesire to work at a fast-growing, fully-digital labFor full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!

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