Hybrid Customer Experience, Dental Lab Technician – Fixed

at Dandy

• Job title: Customer Experience, Dental Lab Technician – Fixed
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: A$88,800 - A$111,000 per year
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Clinical Support Trainer & CX Expert driving clinical adoption in dental practices for Dandy, a modern dental company. Blending training and clinical support in a hybrid role.

Responsibilities

• Deliver localized, high-impact onboarding (virtual and in-practice) that builds clinician confidence with scanning and digital workflows.
• Observe workflows and provide real-time coaching to reinforce best practices and elevate scan quality.
• Drive early digital utilization by removing clinical and workflow blockers and helping practices establish strong habits.
• Localize global training content to align with regional workflows, terminology, and regulatory norms.
• Build trust with clinicians and practice teams, helping them translate training into consistent, successful digital cases.
• Serve as the senior clinical escalation point for complex cases, providing clear guidance via chat, phone, video, and email.
• Troubleshoot clinical, scanning, and technical issues end-to-end, offering solutions that improve both quality and confidence.
• Assess scan and case quality against global standards and offer targeted coaching to drive continuous improvement.
• Act as the liaison between clinicians and the lab, translating clinical preferences into actionable direction for accurate case outcomes.
• Surface market-specific clinical insights to product, lab, and CX teams to support workflow localization and continuous improvement.
• Manage scheduling, confirmations, and travel logistics independently—especially in markets without local admin support.
• Act as a local SME for CX and training, supporting new hires and contributing to updates for SOPs and knowledge resources.
• Partner with cross-functional teams on projects that improve clinical processes, case quality, and customer experience.

Requirements

• 8+ years experience in a high-volume dental lab or clinical environment, with demonstrated ability to coach or mentor others.
• Deep hands-on proficiency with 3Shape TRIOS and other major intraoral scanners.
• Strong understanding of digital dentistry workflows; 3+ years of experience with 3Shape CAD/CAM design or similar systems is required.
• Experience delivering live clinical training (virtual and/or in-person) with strong facilitation and coaching skills.
• Excellent communication skills with the ability to explain complex clinical and technical concepts simply and confidently.
• Proven ability to resolve complex clinical issues and guide clinicians through nuanced digital workflows.
• Highly organized and autonomous, with strong problem-solving skills and comfort navigating ambiguity.
• Customer-centric mindset with an ability to build trust and rapport quickly with clinicians and practice teams.
• Native or near-native fluency in the local market language, with strong knowledge of local dental norms and terminology.
• Enthusiasm for working in a fast-moving, digitally driven environment and contributing to a high-performance culture.

Benefits

• healthcare
• dental
• mental health support
• parental planning resources
• retirement savings options
• generous paid time off