Digital Technical Support Manager

The Argen Corporation is a worldwide leader in dental alloys, dental zirconia, digital dentistry and scrap refining services. Argen is the largest dental alloy manufacturer in the world, offering over 600 precious and non-precious alloys to more than 100 countries. Argen’s innovative digital services provide the most complete digital solutions to dental laboratories of all sizes.

The Digital Technical Support Manager will perform an integral role helping Argen’s largest volume customers with their technical questions. The Argen Digital offering is the newest and fasting growing business line within the company. The Digital Technical Support Manager will be responsible for the Technical support team as well as teaching and mentoring large customers as they learn how to scan and CAD design tooth anatomy for digital production, troubleshoot fit or end product issues related to their digital or milled copings, and provide a solid customer resource for any technical related questions.

* Manage technical support team * Lead digital technical webinars to teach customers on how to design for optimal product results * Provide incoming phone and email support to customers to answer technical questions related to Argen’s full product suite * Manage heavy call and email inquiry queue and uphold 1-hour customer service level agreement * Log all customer inquiries in Salesforce and ensure all technical cases are solved with the client’s best interest in mind * Process and analyze product returns (RMAs) and provide production team with appropriate quality feedback * Interact with digital production team daily in order to provide continuous customer feedback on quality and production standards * Support outside sales team in digital sell-through process, providing necessary client education on Argen’s digital product suite * Communicate effectively with the outside sales team to keep them apprised of all interactions with their accounts * Communicate effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations * Provide feedback to business development on additional products to add to the digital product suite * Provide feedback on the Argen Digital website to improve usability and customer adoption and retention * Develop and evolve existing processes to improve the digital processes and general purchasing procedures

* 5+ years experience interacting with customers * CDT certification recommended * Extensive knowledge of PFM and Crown & Bridge alloys * Knowledge of metal finishing and porcelain application * Aptitude to effectively maintain quality control and testing measures * Digital experience and college degree a plus * Exceptional attention to detail * Excellent oral and written communication skills