Assistant General Manager; AGM; Dental Lab

Assistant General Manager

The Assistant General Manager (AGM) works hand in hand with the General Manager to support profitable growth and the day-to-day operation of the Bona Dent laboratory in Augusta, Georgia. This role is a hands-on leader who partners with the General Manager to drive on-time delivery, quality outcomes, customer satisfaction, and team development. The AGM helps coordinate workflows across departments, reinforces standard operating procedures, and serves as a key technical and relationship resource for dentists and internal teams, ensuring cases are completed to Bona Dent standards.

1) Laboratory Operations and Production Management

• Assist in managing daily lab operations, including review of incoming work, work distribution, scheduling, workflow, productivity, and quality control.
• Organize, prioritize, and plan daily workloads to ensure on-time delivery while maintaining quality.
• Track cases through production, identify bottlenecks, and coordinate the quick resolution of issues.
• Maintain and improve standard operating procedures (SOPs) and visual standards for technical departments.

2) Quality Control and Continuous Improvement

• Ensure QC checkpoints are performed consistently, and that fabrication meets Bona Dent standards.
• Personally perform and/or coordinate final quality checks for assigned accounts and high-risk cases.
• Identify trends in internal and external remakes; lead root cause analysis and implement corrective actions.
• Support training and development plans to close skill gaps and improve quality and consistency.
• Apply continuous improvement practices (for example, Lean principles) to improve safety, efficiency, and profitability.

3) Customer and Account Management (Technical Contact Leadership)

• Serve as a primary relationship owner for a defined group of accounts, as assigned.
• Communicate with dentists and office teams to confirm preferences, clarify prescriptions, and proactively address concerns.
• Field technical questions from customers and internal technicians; translate customer needs into clear production direction.
• Document customer communications, preferences, and commitments using CRM tools per company standards.
• Collect customer feedback and provide actionable recommendations to leadership on product, service, and process improvements.
• Support sales growth and retention through proactive outreach, follow-up on remakes, product upgrades, and satisfaction check-ins.
• Represent the Augusta laboratory professionally in customer meetings, office visits, and presentations, as assigned.

4) Leadership and People Development

• Lead by example with a positive, accountable, service-focused mindset.
• Help set daily and weekly priorities; reinforce expectations, goals, and accountability.
• Promote teamwork, communication, and collaboration across technical departments and customer-facing partners.
• Serve as acting site leader in the General Manager's absence, as assigned.

5) Safety, Compliance, and Facility Readiness

• Reinforce proper safety protocols, equipment use, and maintenance practices across the laboratory.
• Promote a clean, organized, and professional workplace that supports quality and productivity.
• Assist with inventory control of key materials and supplies to ensure uninterrupted production.

Other Duties

• Perform other duties and projects as assigned to support laboratory operations and business needs.

Performance Measures:

• On-time delivery and workflow reliability
• Internal and external remake ratios and root cause resolution
• Customer satisfaction, retention, and account growth
• Employee productivity, training progress, and engagement
• Safety compliance and readiness of equipment and work areas
• Contribution to gross profit and cost control goals

Requirements

• Associate degree in business management or a closely related field, or equivalent experience.
• 3+ years of dental laboratory experience.
• 2+ years of leadership experience (team lead, supervisor, department lead, or similar).
• Demonstrated ability to coordinate workflow, prioritize competing demands, and solve problems quickly.
• Strong customer relationship skills, including expectation setting, proactive communication, and issue resolution.
• Strong analytical, written, and verbal communication skills.
• Proficiency with MS Office (Outlook, Excel, Word, PowerPoint); experience with CRM tools preferred.
• Highly organized, detail-oriented, and comfortable working in a fast-paced environment.
• Ability to conduct oneself in a professional manner at all times.

Physical and Work Environment (Position Requirements)

• Work is primarily performed in a dental laboratory environment with exposure to typical lab materials and equipment.
• Must be able to move throughout the facility, work at a desk and on the production floor, and occasionally lift or move materials consistent with a lab environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.