Dandy is hiring a
Clinical Support Expert

Summary

The job is for a Clinical Support Expert at Dandy, a venture-backed company transforming the dental industry. The role involves providing technical expertise to dentists, developing quality best practices, supervising quality trends, proposing and overseeing upleveling of clinical knowledge, implementing rapid quality solutions, providing technical guidance for complex cases, and being the technical liaison between doctors and the lab.

Requirements

• Minimum +5 years experience in a high volume lab setting, digital dental labs ideal but not necessary
• 3+ years experience in 3Shape CAD/CAM digital design in Aligners and building best design practices
• Strong knowledge of Aligners 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 experience
• Empathetic - able to connect well with other people and understand the customer’s pain points
• Strong computer skills
• Strong written and verbal communication skills
• Ability to problem solve independently
• Ability to meet deadlines while maintaining superior quality standards for every case
• Desire to work at a fast growing, fully-digital lab

Responsibilities

• You will be the CX Product Line ‘Lab Owner’ through cross-functional partnership with the Quality and Product Line teams
• Effectively develop and collaborate on quality best practices, then implement the procedures across the Clinical Support Team
• Supervise the quality trends of the Product line, escalating trends with mitigation solutions
• Propose and oversee the upleveling of clinical knowledge based on trends and feedback
• Implement rapid quality result focused solutions in collaboration with the Quality team
• Maintain detailed records of quality solutions and impact on patient outcomes
• Provide technical guidance as the highest level of escalation of inbound support tickets
• Support doctors through phone and chat to provide technical customer service regarding complex cases, treatment planning and refab diagnostics
• Be the technical liaison between doctors and the lab, translating doctor feedback and preferences to outcomes for live orders

Preferred Qualifications

• Preferred, previous experience with customer service role for the lab
• Is looking for a technical customer service role

Benefits

We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off