Clinical Support Lab Expert (ITA)

Clinical Support Lab Expert (ITA) 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. Dandy is hiring a Clinical Support Trainer & CX Expert 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 50% in office in Milan. 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; experience with 3Shape CAD/CAM design or similar systems is a plus. - 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 ... (truncated, view full listing at source)