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Clinical Support Expert

Dandy· Commercial
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RemoteFull-timePosted 3w ago

About the role

Clinical Support Expert at Dandy, a fully remote role in Germany, within the Commercial Customer Experience team. The role focuses on providing advanced clinical support to dentists, coaching colleagues, ensuring operational excellence, and driving quality improvements across the organization.

Responsibilities

  • Clarify complex clinical inquiries and handle time-critical escalations from First-Level Support, Account Management and other teams with clinical accuracy.
  • Provide scheduled consultations with practices on complex, practice-specific case issues and contribute to their resolution.
  • Serve as the first escalation point for inbound clinical support tickets, delivering dental customer service and clinical guidance via phone, live chat, video, and email.
  • Act as the clinical voice for dentists in Germany, supporting practices and flexibly assisting customers in other EU countries during high demand.
  • Act as a liaison between dentists and the laboratory, translating clinical feedback and preferences into concrete actions on ongoing orders.
  • Conduct quality assurance checks on support staff work to ensure clinical accuracy and adherence to SOPs.
  • Support and coach new staff as a Subject Matter Expert (SME), provide specialized clinical training, and mentor the First-Level team.
  • Lead cross-functional projects to improve clinical processes and outcomes.
  • Contribute to creation, review, and updating of Knowledge-Base articles, localizing content for German language and communicating clinical information in both service languages.
  • Suggest and drive improvements to clinical knowledge and quality standards based on trends and dentist feedback.

Qualifications

  • Fluent in German and English (written and spoken) with the ability to clinically advise and build relationships with dentists.
  • Minimum 5 years of experience in a high-volume dental laboratory (experience in a digital dental laboratory is a plus).
  • At least 3 years of experience in digital CAD/CAM design with 3Shape.
  • Current, solid knowledge of dental systems and their digital components (e.g., scanbodies).
  • Knowledge of the German dental market is a plus (regulatory framework at state and federal levels, German clinical terms and product names).
  • Experience in a customer-facing role in a laboratory or dental company.
  • Customer orientation and ability to engage with dentists to solve problems and deliver an outstanding customer experience.
  • Strong ability to build trust with practitioners, handle complex issues empathetically and professionally.
  • Proficient real-time communication with dentists via chat, phone or video; able to answer questions and gain trust quickly.
  • Proficiency with computer applications and excellent written and oral communication; translate clinical/technical feedback into actionable insights.
  • Experience in training and coaching as an SME and mentor to improve team performance.
  • Experience in quality inspection and ensuring standards compliance.
  • Independent problem solver with responsibility-taking attitude; proven ability to meet SLAs while maintaining high quality.
  • Strong organizational skills and meticulous attention to detail; able to review multiple cases and provide solid clinical recommendations.
  • Willingness to work hours that align with business operations.
  • Passion for working in a fast-growing, fully digital laboratory and contributing to a high-performing corporate culture.
  • Additional European languages (Italian, Spanish, Dutch, or French) are a plus.

Skills

Required:Clinical support and escalation managementDental CAD/CAM design with 3ShapeGerman and English bilingual communicationQuality assurance and SOP adherenceTraining and coachingKnowledge management / knowledge-base maintenance

Benefits

  • For full-time positions, competitive benefits including healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off; location-specific packages.
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Dandy

Your Fully-Modernized Dental Lab for Digital Dentistry - Dandy

Your full-service dental laboratory solution · Free scanner · Real-time communication · Easy case management · Fast turnaround times

digital dentistrydental labdigital workflowsintraoral scannerclinical support
Company profileWebsite

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