Lab Manager

4 days ago

Edmonton, Canada Smile Innovations Group Full time

**Lab Manager**

Reports to: Regional Manager/COO

**ABOUT CENTRELINE DENTAL**

We are hiring the right people for the right roles

As a cutting-edge dental laboratory located in Edmonton, Alberta, we are an industry leader setting ourselves apart from the competition, by delivering valuable technical expertise and service excellence to our clients. Experienced with the latest materials and techniques, all aspects of CAD/CAM technology, advanced esthetic cases, implant planning, and restorations, we have built a respected reputation within the industry, which continues to drive growth.

**Description**:
The Lab Manager is responsible for supervising and coordinating the activities of all laboratory staff. This position will also be responsible for process improvements and managing the lab process; works closely with the Customer Service Team to manage production numbers and quality outcomes; and work closely with all technicians as well as the Territory Manager(s).

**General Responsibilities**:

- Coordinates with team on work schedule, distribution, quality control, and other supervisors; serves as a liaison between other divisions/departments.
- Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
- Oversees customer service team and ensuring policies and procedures meeting call center operational standards.
- Directs case consultant relationships with customers in problem solving, planning, development, and execution of stated goals and objectives.
- Ensures customer retention and satisfaction.
- Ensures compliance with quality standards and standard operating procedures.
- Ensures technicians are trained when required for those that need further educational advancement.
- Conducts interviews and hires staff to maintain appropriate staffing levels in the department as directed.
- Handles employee relations matters including but not limited to working hours (time clock punches), performance management and enforcement of corrective or disciplinary actions.
- Responsible for laboratory costs management, including and not limited to, material usage, inventory, labour, and distribution costs, all of which affect P&L performance.
- Maintains the facility and oversees preventative maintenance plans.
- Involved in and supporting the standardization of products and materials.
- Ensures that research and development projects are supported, when required.

**Qualifications**:

- Technical School - Certification as a Registered Dental Technician **or** equivalent education and experience is an asset
- Three years of lead or supervisory experience; Minimum of 3 years of experience in dental technology.
- Must possess proficient English skills, both written and verbal.
- Must possess effective oral communication and interpersonal skills with ability to deal with all levels of personnel in a professional and effective manner.
- Proven experience in a service related management role, with strong client-facing and communication skills
- Proficiency in MS Office Applications and related Customer Service databases
- Ability to work in a fast-paced environment.
- Understands Lean manufacturing and is able to implement processes when required.

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