Supervisor of Technical Services, Markforged
Americas
$88.1-117.5k
Office located in Waltham, MA
3D printing manufacturer
Be an early applicant
3D printing manufacturer
201-500 employees
Be an early applicant
$88.1-117.5k
Office located in Waltham, MA
201-500 employees
Company mission
To unlock the next 10x innovation in design and manufacturing.
Role
Who you are
- Bachelor’s degree or equivalent practical / field experience
- 4+ years of experience in technical support for capital equipment or multidisciplinary systems, customer success, or a related field, with some team leadership or mentoring experience
- Experience handling escalations and coordinating issue resolution across teams
- Strong organizational and communication skills, with the ability to manage multiple priorities
- Strong proficiency in data analysis, with experience developing and tracking support metrics such as MTTR and case management best practices
- Experience working with CRM or ticketing systems (e.g., Salesforce, Zendesk)
- Ability to work effectively with partners and internal stakeholders
- Hands-on and troubleshooting Experience in hardware, manufacturing, or a technical environment is a plus
- Willing to travel - 10-25%
What the job involves
- As Supervisor, Technical Services (AMER), you will oversee day to day technical support operations with a strong focus on escalation management, partner support, and team leadership
- You will ensure customer issues are resolved efficiently by coordinating across teams, maintaining clear processes, and driving accountability
- This role plays a key part in delivering a consistent, high quality support experience while ensuring documentation and workflows meet required standards
- Lead and manage a team of Customer Success Technicians, providing guidance, coaching, and support
- Own escalation management, ensuring critical customer issues are prioritized, tracked, and resolved in a timely manner
- Act as the central point of coordination for complex or blocking issues, facilitating communication between internal teams to maintain progress
- Support regional partners by ensuring they receive timely technical assistance and clear guidance
- Monitor and report on key support metrics, particularly mean time to resolution (MTTR), and drive improvements
- Ensure support processes, case management, and documentation are maintained and compliant with company standards
- Promote consistent use of tools and systems for case tracking, communication, and knowledge sharing
- Identify recurring issues and work with cross-functional teams to improve support workflows and reduce friction
- Contribute to maintaining and improving knowledge base content and internal documentation
Our take
Markforged develops and manufactures metal and carbon fibre 3D printers. There’s been a huge surge in 3D printing businesses as technology improves and demand grows, and so there’s plenty of competition for Markforged in the form of companies such as Desktop Metal, Formlabs and Stratasys.
3D printing has seen some strong growth in recent years, and that’s expected to continue as companies look to the technology to expand beyond the rapid prototyping for which it’s best known. Metal printing from the likes of Markforged and competitors including Desktop Metal are seen as an important step, offering far more durability than plastic deposits.
The business has strong clients, including Disney, NASA, Rolls-Royce, and the US Air Force. And in 2023, it launched the FX10, its first industrial 3D printer capable of printing both metal and advanced composites. Alongside this, the company is set for new growth, having recently been acquired by Nano Dimension. This merger will strengthen their position in the 3D printing market, combining expertise in composite and metal solutions with Nano Dimension's digital manufacturing innovations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2019
$82m
SERIES D
Nov 2017
$30m
SERIES C
Total funding: $137.9m
Company benefits
- Medical, Dental, Vision, Life & Disability Insurance starting day one
- 401(k) program with Employer matching contributions, financial wellness platform along with educational seminars
- Equity, Restricted Stock Units (RSU) offered to all eligible employees
- Six weeks paid spousal leave, with 12 weeks paid for the individual that gave birth
- Accountability is part of our culture. We trust and encourage you to take what you need to be your best self
- Access our fleet of 3D printers and print anything from toys to car restoration parts
- Virtual health & wellness classes for employees and families, free HQ gym along with a subsidized gym membership program, company-wide cooking and fitness challenges
- 24-hour assistance for employees and their families to help with any issue affecting overall health, well-being and life management
- Employees and family members receive discounts on home and auto insurance as well as pet insurance for your family members
Company HQ
The Highlands, Waltham, MA
Leadership
Shai Terem
(President & CEO)Formerly co-founded Camera51. They have an extensive history in finance and corporate operations. Prior to joining Markforged as COO, they were the President of Kornit Digital. They have been serving as the President & CEO at Markforged since October 2020.
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