Clinical Support Expert

The role

You will provide technical expertise and clinical support to dentists in Germany. You will resolve complex clinical inquiries, coach colleagues, and ensure quality through audits and training.

What you will do

• Resolve complex clinical inquiries and time-critical escalations.
• Advise practices on complex case problems during scheduled appointments.
• Provide clinical consultation via phone, live chat, video, and email.
• Support customers in other EU countries during high volume periods.
• Act as a link between dentists and the lab to implement clinical feedback.
• Perform quality assurance checks on support staff work.
• Coach and train new employees as a Subject Matter Expert.
• Lead cross-functional special projects to improve clinical processes.
• Contribute to the creation and localization of Knowledge Base articles.
• Propose improvements for clinical knowledge and quality standards.

Required qualifications

• Fluent German and English in speaking and writing.
• At least 5 years of experience in a high-volume dental lab.
• At least 3 years of experience in digital CAD/CAM design with 3Shape.
• Current, sound knowledge of dental systems and digital components.
• Experience in a customer-facing position in a lab or dental company.
• Ability to communicate via chat, phone, or video in real time.
• Experience in training and coaching as a Subject Matter Expert or mentor.
• Experience checking work quality and ensuring compliance with standards.
• Ability to meet SLAs and maintain high quality standards.
• Proficiency with computer applications.
• Willingness to work hours that cover operating times.

Nice to have

• Experience in a digital dental lab
• Knowledge of the German dental market including regulatory frameworks and clinical terms
• Additional European languages such as Italian, Spanish, Dutch, or French

Benefits

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off

About the company

Dandy is transforming the dental industry by building an operating system for dental offices through technology. The company aims to simplify and modernize every function of the dental practice.