Customer Experience - Dental Lab Technician, Removables (AU)
Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
About the Role
Dandy is hiring a Clinical Support Trainer & CX Expert in Removables to drive clinical adoption and customer excellence as a cornerstone of our new market launch team. This hybrid role blends high-impact training with advanced clinical support, ensuring practices adopt digital workflows confidently while receiving expert guidance on complex cases.
You will serve as the localized clinical authority for both training and CX—delivering live onboarding, coaching clinicians through digital workflows, and resolving the most technical clinical issues. This is a high-autonomy, high-impact role that shapes customer success, market readiness, and long-term digital adoption.
This role includes up to 50% travel for in-practice training and support.
What You’ll Do
Training Delivery & Adoption Coaching
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.
Clinical Support & Case Quality Expertise
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.
Operational Autonomy & Cross-Functional Support
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.
What We’re Looking For
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.
For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!
Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our Privacy Policy and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests.