National Dentex Labs
Diagnostic Technical Manager
National Dentex Labs, Hawthorne, California, United States, 90250
Diagnostic Technical Manager
National Dentex Labs – a leading healthcare organization specializing in the dental industry – is looking for a Diagnostic Technical Manager to join our West Coast Dental Labs team in Hawthorne, CA.
Position: Full-time, Monday‑Friday 8:00 a.m. – 5:00 p.m. Location: Hawthorne, CA Seniority: Mid‑Senior level Employment Type: Full‑time
Benefits include: health, dental, vision, disability, and life insurance; paid holidays, vacation, and sick time; 401K with company contribution; and tuition reimbursement.
Primary Responsibilities
Monitor and drive quality goals and objectives.
Read and analyze reports for the Diagnostic Department.
Communicate effectively within the department and in team meetings.
Oversight of 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.
Monitor process of initiating and researching the preparation of credit memos.
Assist team in reviewing, troubleshooting, analyzing case questions coming from production lab for accuracy and guiding the team to properly handle calls with the customer.
Determine departmental call escalation process.
Provide daily direction and communication to employees so that diagnostic 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 a priority to process improvement.
Partner with production lab to address operational issues affecting customer experience.
Use appropriate judgement in upward communication regarding department or team member feedback.
Support with FDA compliance documentation and follow‑up.
Address performance concerns according to company policy and escalation to management and HR.
Partner with management to provide feedback to Diagnostic team and support the annual review process.
Skills and Abilities
Strong technical background in all areas such as fixed, removable, implants, orthodontic.
CDT certification 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 toward 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.
Minimum Education and Experience
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.
5+ years of call center experience and customer service.
2+ years of experience in a supervisory role preferred.
Seniority Level Mid‑Senior
Employment Type Full‑time
Job Function Engineering and Information Technology
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Position: Full-time, Monday‑Friday 8:00 a.m. – 5:00 p.m. Location: Hawthorne, CA Seniority: Mid‑Senior level Employment Type: Full‑time
Benefits include: health, dental, vision, disability, and life insurance; paid holidays, vacation, and sick time; 401K with company contribution; and tuition reimbursement.
Primary Responsibilities
Monitor and drive quality goals and objectives.
Read and analyze reports for the Diagnostic Department.
Communicate effectively within the department and in team meetings.
Oversight of 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.
Monitor process of initiating and researching the preparation of credit memos.
Assist team in reviewing, troubleshooting, analyzing case questions coming from production lab for accuracy and guiding the team to properly handle calls with the customer.
Determine departmental call escalation process.
Provide daily direction and communication to employees so that diagnostic 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 a priority to process improvement.
Partner with production lab to address operational issues affecting customer experience.
Use appropriate judgement in upward communication regarding department or team member feedback.
Support with FDA compliance documentation and follow‑up.
Address performance concerns according to company policy and escalation to management and HR.
Partner with management to provide feedback to Diagnostic team and support the annual review process.
Skills and Abilities
Strong technical background in all areas such as fixed, removable, implants, orthodontic.
CDT certification 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 toward 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.
Minimum Education and Experience
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.
5+ years of call center experience and customer service.
2+ years of experience in a supervisory role preferred.
Seniority Level Mid‑Senior
Employment Type Full‑time
Job Function Engineering and Information Technology
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