What are the responsibilities and job description for the Diagnostic Technical Manager position at National Dentex Labs?
Job Details
Description
Join National Dentex- a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specicalized products, services, and technologies to address any dental restoration need. Currently, we have 50 labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this Diagnostic Technical Manager 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
Description
Join National Dentex- a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specicalized products, services, and technologies to address any dental restoration need. Currently, we have 50 labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this Diagnostic Technical Manager 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 meeting.
- Overseas 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 call’s 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.
- 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.
- 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
- 5 years of Call Center experience, Customer Service Required
- 2 experience in a supervisory role preferred