Implant Direct is part of Envista’s portfolio of dental product and service companies, including more than 30 trusted brands and over 125 years of dental excellence. With over 4.6 million implants placed worldwide, Implant Direct enables dentists to advance their patients’ oral health with high-quality dental implant solutions. All implants are manufactured in the USA using only medical-grade titanium alloy, meeting the industry’s highest performance and safety standards. We offer a unique portfolio of products and solutions that elevate the performance of your practice through predictable outcomes, greater patient satisfaction, and reduced total costs. We are committed to renewing confidence and changing lives through enhancing patient access. For more information about Implant Direct, visit www.Implantdirect.com Job Description: Provide technical product and system support to a growing client base of dental professionals. Assist in design and fabrication techniques for CAD/CAM prosthetics. Essential responsibilities include defining, researching, analyzing, recording, and ultimately providing professional responses to a range of customer inquiries on a timely basis. Essential responsibilities also include ensuring customer technical support calls are answered and taken care of in a timely manner ESSENTIAL DUTIES: Answer initial Technical Support phone calls/e-mails to gather customer information. Document the contact in the tracking database. Calendar return (phone) calls for unresolved issues. Respond to customer inquiries on a timely basis, via phone, e-mail, web forum, etc. Ensure technical support queue calls are actively answered and managed. Maintain meticulous documentation on customer contacts and resolutions. Work to diagnose and resolve technical issues. Maintain an up-to-date library of literature on Implant Direct products and services, from both internal and external sources. Study and remain informed on new products, technologies, clinical studies and competitive activity. Develop strategies and tactics to use this information to the company’s advantage. Facilitate the process flow of CAD/CAM case specific products from receipt to shipment of final product ensuring it meets all regulatory requirements. Interface with manufacturing team to optimize the design and fabrication of custom milled prostheses combined with design of surgical templates. Conduct product presentations for dental practices and/or study clubs. Assist in the processes for designing and manufacturing surgical guides. Log each case that arrives into the company’s dental lab to ensure case is completed in its intended time period Job Requirements: EDUCATION and/or EXPERIENCE: Dental CAD/CAM Technician, with 2-5 years practical, hands-on experience; or a combination of technical training and experience. 3Shape and ExoCAD expert in digital workflows, with 3 years’ experience. Proven ability to comprehend and verbalize highly technical product and clinical information related to the company and industry products. Excellent verbal and written communication skills to identify and relate product issues to customers and/or appropriate personnel. Proven experience using Microsoft Office Applications, specifically Word, Excel, and Outlook, as well as hands-on experience with database management programs. Operating Company: Implant Direct Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf. Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.