Eli Delgado
Scottsdale,AZ
Summary
Highly-qualified Laboratory Manager with top-notch leadership, planning and problem-solving abilities. Open and clear communicator with disciplined and thorough approach. Experienced Support Manager with over 10 years of experience in Dental. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
Work History
Technical Support Manager
Upcera Dental America
04.2023 - Current
- Managed all training and support for new customers purchasing CAD/CAM systems.
- Supported sales team to qualify potential sales leads needs in CAD/CAM.
- Supported sales team with all new product launches including training on new products.
- Managed inbound support calls using CRM system to assure customers issues are resolved promptly.
- Managed in house milling center for R and D and 100 no down time guarantee for customers with equipment issues.
- Technical Sales for sales team.
Operations Manager
Smile Now Arizona
10.2021 - 04.2022
- Managed cases for patients from Pre-OP to Final delivery.
- Verified that inter oral and photogrammetry scans were suffice for alignment and proceed to design.
- Worked with design and finishing team with any issues in production from 3D printing to milling of final prosthesis.
- Daily interaction with in house and external clinicians regarding case status and delivery dates.
- Troubleshoot any issues in laboratory from inferior scan data to milling machine issues.
- Quality assurance protocols for all outgoing cases.
Laboratory Manager
Digital Dental Lab
02.2019 - 09.2021
- Set and oversaw quality assurance guidelines for laboratory work.
- Kept laboratory in compliance with all applicable guidelines and laws.
- Trained staff, scheduled work hours and assigned projects for 20-person work group.
- Resolved issues with product development from inception through post-commercialization processes.
- Managed operational documents and produced weekly reports detailing activities.
- Collaborated with marketing and R&D groups to develop products with high demand.
Director of Service and Support
Digital Dental Lab
05.2008 - 01.2019
- Led global support initiatives within Tier 2 teams to address areas such as new product training, new process and tool training, new goals and standard methodologies.
- Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Contributed strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
- Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvements.
- Managed support team and made training schedule available for optimal customer experience.
- Assisted team members with escalated issues.
Education
Associate of Arts - Computer Numerically Controlled (CNC) Machinist Technology
NTMA Training Centers of Southern California
Santa Fe Springs, CA04.2008
Skills
- Laboratory Management
- Equipment Maintenance
- Customer service
- Conflict resolution
- 3Shape
- EXOCad
- Delcam
- Millbox
- Hyperdent
- DOF
- Leadership
- Supervision
- Interpersonal Communication
- Microsoft Office
- Training and mentoring
- System administration
- Vendor relations
- Technical troubleshooting
Languages
Spanish
Native or Bilingual
Timeline
Technical Support Manager
Upcera Dental America
04.2023 - Current
Operations Manager
Smile Now Arizona
10.2021 - 04.2022
Laboratory Manager
Digital Dental Lab
02.2019 - 09.2021
Director of Service and Support
Digital Dental Lab
05.2008 - 01.2019
Associate of Arts - Computer Numerically Controlled (CNC) Machinist Technology
NTMA Training Centers of Southern California
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