Nobel Biocare customer service — expert operational guide

Overview: what to expect from Nobel Biocare support

Nobel Biocare is a global provider of dental implants and digital prosthetic workflows; clinicians and laboratories depend on their customer service for clinical support, warranty claims, digital manufacturing issues, and logistics. In practice, support covers four main domains: product/clinical inquiries, digital workflow and CAD/CAM technical support, returns/RMA and warranty processing, and order/shipping support. Teams are structured regionally (EMEA, Americas, APAC) to match local regulations and language needs.

From a practical standpoint, clinicians should expect a structured intake: initial ticket creation, document submission (photos, radiographs, batch/lot numbers), technical review by a clinical engineer or product specialist, and a resolution decision. Typical service-level targets used across the dental device industry and mirrored by major manufacturers are 24–48 hours for first contact, 7–21 days for technical investigation, and up to 30 days for full warranty adjudication and part replacement depending on shipping and regulatory constraints.

Primary contact channels and response expectations

Start with the official site: https://www.nobelbiocare.com — the support section provides region-specific contact options, downloadable documentation, and login to practitioner portals. For urgent clinical issues (intraoperative questions, suspected defective implants during surgery) use the phone/clinical hotline option shown on the site for your country. For non-urgent matters (orders, technical questions, warranty claims) the web ticket or email channel is more appropriate and allows attachment of case files.

Response expectations: first acknowledgement within 24–48 hours, triage and specialist assignment within 72 hours, and an expected resolution timeline stated in the ticket. If you need a same-day answer during surgery, note that escalation to a clinical educator or on-call clinical support is required — make this explicit in the subject line and call the local emergency number where available.

Documentation checklist before contacting support

• Order & invoice numbers: include purchase order or invoice (e.g., PO# 123456, Invoice 2024-07-001) and date of purchase — this speeds warranty validation.
• Product identification: full product name and code, implant diameter/length, lot/serial number (lot numbers are typically 6–8 characters printed on the blister), and manufacturing date if present.
• Clinical data: surgery date, patient age and relevant medical history (abbreviated), periapical/CBCT DICOM or JPEG radiographs, intra-oral photos, and a timeline of events (e.g., day 0: implant placement, day 14: mobility observed).
• Laboratory/digital files: STL/OBJ files, implant library versions used (e.g., NobelClinician vX.Y), scanbody IDs, and order numbers for prosthetic parts. Include software screenshots if a CAD/CAM error occurs.

Providing these elements at first contact reduces back-and-forth and shortens resolution time by an average of 40–60% compared with incomplete submissions. Use ZIP files or secure portals to transfer large data sets; avoid unsecured email for DICOM containing patient data unless encrypted or consent is confirmed.

Warranty, returns and RMA process — practical details

Most issues requiring a physical replacement follow a standard RMA (Return Material Authorization) workflow: initiation via the support portal, preliminary clinical review, approval/denial, and logistics for return shipment. Expect requests to register the implant incident within a defined window after clinical discovery — in standard practice, manufacturers typically ask for notification within 30 days of event discovery for faster processing.

Timelines and outcomes vary: simple inventory defects can be resolved within 7–14 days with a replacement part shipped under credit; clinically significant adverse events will undergo clinical review and may require lab testing or regulatory reporting, extending processing to 30–90 days. Keep a photocopy of the implant packaging and the lot number until the case is closed — losing this information is the most common cause of delayed claims.

Technical support for surgical and digital workflows

Nobel Biocare support includes clinical educators and digital specialists to troubleshoot surgical protocols, drill sequences, torque specifications, and guided-surgery components (e.g., NobelGuide planning and surgical guides). When reporting a surgical issue, include drill serials, torque wrench calibration date, and any deviation from the standard protocol. Providing exact torque values (e.g., 35 Ncm) and implant insertion speed is useful for root-cause analysis.

For digital workflows (NobelProcera, scanbodies and CAD libraries), always specify software version numbers and the exact implant library used. Common causes of prosthetic misfit are outdated libraries or scanbody mismatch; these can usually be resolved by updating libraries (typical update frequency: quarterly) and re-checking scanbody seating with verification jigs before sending files to the lab.

Escalation path and practical tips

• Tier 1 — local customer service (order confirmation, shipping, basic troubleshooting): expected response 24–48 hours.
• Tier 2 — clinical/product specialist (warranty triage, clinical protocol questions): expected response 48–72 hours; provide full documentation at Tier 1 to expedite.
• Tier 3 — clinical affairs or regulatory/medical safety (adverse event, investigation, reporting): response varies, investigation typically 7–30 days with regulatory notifications as required by country law.

Practical tip: always capture and keep the ticket or RMA number, and set calendar reminders for follow-up at 7, 14, and 30 days. If a replacement component is time-sensitive, request temporary workaround components from local inventory (some regional branches hold emergency stock for clinicians), and document the need for urgent shipping with a clear clinical justification.

How much do Nobel Biocare sales reps make?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A Nobel Biocare sales representative’s total compensation can vary significantly, but you can expect a potential annual range of $73,000 to over $180,000, with base salaries for a standard Sales Representative ranging from approximately $58,000 to $92,000 and total compensation (including commission, bonuses, and stock) reaching $100,000 to $160,000 or more, depending on the specific role and seniority.  Salary Breakdown 

• Base Salary: . Opens in new tabThis is the fixed portion of your pay. For example, a Territory Representative’s average base salary is around $79,000, while other roles might have base salaries starting from $58,000.
• Additional Pay: . Opens in new tabThis component includes commission, bonuses, profit sharing, or tips, and can significantly increase your total earnings. For a Territory Representative, this additional pay can be substantial, sometimes reaching $44,000 or more annually.

Factors Influencing Salary

• Role: Specific job titles, like “Inside Sales Representative,” “Sales Representative,” or “Territory Sales Representative,” all have different salary ranges and compensation structures. 
• Experience: More senior positions, such as Sales Manager, have higher potential earnings, with some managers making over $200,000 annually. 
• Location: Salaries can differ by geographical location, though these figures are for the United States. 
• Performance: Sales roles often have a significant commission component, meaning your earnings can directly correlate with your performance and ability to meet sales targets. 

AI responses may include mistakes. Learn moreTotal salary range for Nobel Biocare Sales Representative – GlassdoorNobel Biocare pay FAQs. How does the salary as a Sales Representative at Nobel Biocare compare with the base salary range for this…GlassdoorHow Much Does Nobel Biocare Pay in 2025? (203 Salaries) – GlassdoorSales. Business. Engineering. Product & Project Management. Other. Operations. Healthcare. Finance & Accounting. Retail & Food Ser…Glassdoor(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

Does Nobel Biocare have a lifetime warranty?

Smiles should last a lifetime. That is why Nobel Biocare offers lifetime warranties on dental implants and restorative components. In addition, we offer a 10-year warranty on custom-made NobelProcera® prosthetics.

How do I email Nobel Biocare customer service?

Should you have any further questions regarding your online experience, please contact customer support at 800 322 5001 or email us at [email protected].

What is the return policy for Nobel Biocare?

You may return Products purchased from Nobel Biocare within sixty (60) days from the invoice date of the respective Products. 5.2. The purchase price for returned Products will be credited to your Nobel Biocare customer account.

Who is the CEO of Nobel Biocare?

As President of Nobel Biocare, Stefan Nilsson leads Envista’s premium implant brand, known in the industry for being first to market with unmatched quality, excellent training, and commitment to an esteemed community of customers.

What is the success rate of Nobel Biocare implants?

Choose NobelActive for implants – More than 15 years’ clinical experience: 97.5% mean survival rate in 85 clinical studies published, 21,000 NobelActive implants, 5,500 patients with follow-up of up to 12 years.