Diagnostic Team Lead (Tech Advisor) at NDX, LLC in Hawthorne, California

Job Description:

Join West Coast Dental Labs - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Our team is growing, and we are seeking to fill a number of key positions within our organization including this opportunity in Hawthorne, CA for a Full Time Lead Diagnostic Technician.




The regular hours for this position are 8am to 5pm, Monday through Friday.  These hours will be subject to change as business needs dictates; weekends may be scheduled occasionally on an as needed basis.




This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!




Salary is negotiable and will be determined by skills, knowledge, abilities, and experience.




Primary Responsibilities and Essential Functions of the Position:

• Provides daily direction and communication to employees so that Diagnostic calls are handled in a timely, efficient and knowledgeable manner.


• Works closely with the manager


• Ensures employees have appropriate training and other resources to perform their jobs.


• Provide mentoring, coaching, and guidance to peers


• Addresses disciplinary and/or performance problems according to company policy, escalates to management or HR as needed.


• Works as a member/leader of special or ongoing projects that are important to area/process improvement.


• Uses appropriate judgment in upward communication regarding department or employee concerns.


• Provide technical assistance to our customers.


• Counsel and advise Dentists on a variety of products, including treatment plans and designs.


• Provide accurate product, turnaround time, case design recommendations and case evaluations to Dentist.


• Communicate effectively with internal teams to ensure case resolutions.


• Occasional, hands-on details to restorations for corrections and modifications as needed.


• Outbound, inbound telephone communications, or email communications, either implied by a customer or requested in writing that pertain to a case, estimate, pre-op evaluation or consultation.


• Partner with sales and marketing efforts in promotion and distribution of company policies, procedure and products.


• Responsible for continuous education on new dental products and fabrication technics


• Responsible for documenting all customer interaction using company provided software

• Strong verbal and written communication skills


• Strong computer skills – MS Office Excel, Word, Outlook


• Detail-oriented – ability to manage multiple projects/assignments at one time


•  Dependable, Team Player,


• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks


• Conflict Management


• Interpersonal Savvy

• Minimum of 5 years+ practical experience in all areas of Crown & Bridge, Removable and Implants restorations.


• Knowledge of digital production such as CAD/CAM & IOS is preferred.


• Must possess great customer service skills to interact with Dentist.


• Intermediate computer skills are required.


• Good communication skills include your ability to relate, persuade, lead, negotiate and express yourself when speaking and writing.


• CDT a plus but not necessary.


• High School Diploma/GED


• A minimum of 4 years of successful customer service work experience within a call center or related heavy customer contact experience


• PC literacy required; MS Office skills (Outlook, Word, Excel and PowerPoint)

• All Office Equipment

• Works in an office environment, with good ventilation and normal noise levels from office equipment.


• May have long periods of sitting at desk and intermittently answer the telephone.


• Regular need to write or use a keyboard to communicate through written means.


• Some lifting between 5 to 20 lbs. may be required.


• Travel may be required up to 5 % of the time