Customer Service Representative at Westfield Veterinary Group providing client - oriented support. Assisting with patient check - ins, communication, and ensuring a professional work environment.
About the role
- Clinical Support Trainer & CX Expert driving clinical adoption and customer excellence at Dandy, transforming dental practices globally. Delivering training, support, and coaching for digital workflows.
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.
- Maintain strong knowledge of local clinical standards, terminology, and regulatory requirements.
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
Job title
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