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Job Description: Removable Subject Matter Expert (SME)
Location: Tampa, Florida
Pay Rate: $35.00 – $40.00 per hour
Employment Type: Full-Time with Full Benefits
Additional Perks: Quarterly Bonuses & Relocation Assistance available for the right candidate
Job Summary
The Subject Matter Expert (SME) in Removable provides technical expertise, quality oversight, and mentorship specifically focused on removable products and processes (and not any other product lines). This role requires hands-on fabrication experience, strong doctor/office communication, and documentation skills.
Working in a professional call center and operational setting, you will support best practices, troubleshoot, handle, investigate, and perform root-cause analysis on escalations. You will also train related Technical Consultants (TCs) to standardize the case handling process with customers, fabrication sites, and deliver a best-in-class customer experience.
Key Responsibilities
Technical & Product Expertise (Removable Focus)
- Product Expertise: Focus strictly on Removable products (including standard removable appliances and implant-supported overdentures) while providing deep expertise in analog and digital workflows.
- Process Expertise:
- CAD: Models, dentures, removable frameworks, and digital design.
- CAM: Milling and 3D printing for removable applications.
- Ceramist/Finishing: Shade matching and aesthetic standards for removable prosthetics.
- Specifications & Standards: Define and maintain removable product specifications, treatment planning guidelines, material criteria, design parameters, manufacturing processes, and quality standards.
- Technical Support & Escalations: Serve as the primary technical resource for investigating, evaluating, and resolving product, process, and quality issues raised by facilities and customers.
- Delegation of Authority (DOA) & Materials: Take ownership of product group DOA and act as a material list reviewer and approver for removables.
- Innovation & Workflows: Monitor emerging materials, digital workflows, and industry techniques (CAD/CAM, 3D printing, and intraoral scanning) tailored to removable restorations. Evaluate and recommend new equipment and materials to improve quality, efficiency, and satisfaction.
- Strategic & Product Launches: Research and identify new removable product and revenue opportunities supporting strategic objectives; support new product/service line launches including incorporation pilots, trials, and go-to-market activities.
Quality Assurance & Escalation Management
- Standards Enforcement: Evaluate and approve product group and process quality standards across clinical review, treatment planning, fabrication, and final removable product outcomes.
- Audits & Compliance: Conduct process audits related to case intake and fabrication workflows; ensure compliance with FDA, OSHA, and applicable dental laboratory regulatory standards.
- Root-Cause Investigation: Support manufacturing facility quality teams in investigating remakes and customer complaints for removables, identifying root causes, and defining corrective actions.
- Escalation Team: Serve as a key member of the escalation handling team, communicating directly with doctors, DSO clinical directors, and leadership regarding treatment planning, clinical concerns, quality issues, and service performance.
- Engineering Changes: Evaluate product or manufacturing process engineering change requests for removables and approve related implementation notifications.
Training & Mentorship
- Skill Assessment & Training Plans: Assess technician and TC knowledge/skills for removable product groups, developing training plans to ensure consistent customer communication and service delivery.
- Mentorship: Mentor junior and mid-level technicians and TCs in problem-solving, troubleshooting, and professional communication with doctors and offices.
- Documentation: Create and maintain quality standards, technical standards, and related documentation for removable workflows.
- Customer Education: Support Marketing-led customer education programs by providing technical expertise and content support specific to removable prosthodontics.
Collaboration & Communication
- Cross-Functional Liaison: Serve as a primary liaison among dentists, sales/account managers, and production teams for technically complex removable cases.
- Sales & Marketing Support: Provide technical consultation and support to Sales and Marketing teams.
- Complaint Resolution: Assist the Complaint Specialist by researching case issues and providing feedback to customers as requested.
Qualifications & Requirements
Required
- Experience: 7+ years of progressive experience in dental laboratory technology with a deep, specialized background in removable prosthodontics (analog and digital). (Note: This SME role is strictly for Removables only).
- Education & Credentials: High school diploma or equivalent; relevant certifications required (e.g., CDT – Certified Dental Technician).
- Technical Skills: Proficiency with CAD/CAM systems, digital scanning, and design software.
- Materials Knowledge: Strong understanding of dental materials science relating to removable appliances (acrylics, resins, denture teeth, etc.).
- Communication: Exceptional verbal and written communication skills with the ability to speak confidently, empathetically, and professionally with doctors, clinical staff, and internal teams in a call center/support setting.
- Problem-Solving: Excellent analytical and root-cause problem-solving skills.
Preferred
- Associate’s degree or higher in dental technology or a related field.
Compensation & Benefits
- Competitive Hourly Pay: $35.00 – $40.00 per hour, commensurate with experience.
- Comprehensive Benefits Package: Full medical, dental, vision, and retirement benefits.
- Performance Incentives: Lucrative quarterly bonuses tied to performance and team goals.
- Relocation Support: Financial assistance available for qualified out-of-area candidates relocating to Tampa, Florida.