Senior Manager of Product Support Specialists, Carbon
$144-216k
3D printing technology company
Job no longer available
3D printing technology company
501-1000 employees
Job no longer available
$144-216k
501-1000 employees
Company mission
To help businesses to create better hardware products more quickly, offering 3D as it's meant to be.
Role
Who you are
- Demonstrated ability to build and manage a global team
- Experience defining, monitoring and making decisions from operational metrics
- Excellent customer-facing/interpersonal skills
- The ability to learn customer specific solutions and train customers on technical subjects in order to adopt our technology and be successful with our products
- Excellent verbal and written communications skills, including working with customers in-person, over the phone, and through email, presenting technical concepts, and communicating to senior leadership
- Experience troubleshooting complex problems
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- 8+ years of relevant experience, with a focus on managing a customer support team
- The ability to be flexible with a dynamic, growing company
- The ability to travel up to 15% of the time
Desirable
- BA/BS degree or equivalent, prefer degree in engineering or other technical areas
- Experience in a technical service or customer support role
- Experience with DLP, SLA, or FDM 3D printing technologies
- Experience working in a small company
- Language skills preferred - Spanish, German, or Mandarin
What the job involves
- Create and maintain a culture to meet or exceed customer expectations on response quality, timeliness, and overall customer experience for a regional customer support team
- Establish and refine training processes for onboarding new support team members as well as keeping current team members up to date on technical changes
- Assist with high-severity requests or issue escalations as needed
- Work with other support team managers to ensure a consistent customer support experience globally
- Set strategic direction for support organization to efficiently manage growing install base while maintaining high levels of customer satisfaction
- Proactively propose process changes and product improvements based on voice of the customer and aggregate data on key improvements in order to make the Carbon experience better
- Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions, with a specific focus on working with the sales and onboarding teams
- Clearly communicate the state of support and progress on initiatives to internal and external stakeholders
- Have excellent listening and presentation skills, including the ability to present technical information to key stakeholders and decision-makers
- Be a tech-savvy individual with the ability to quickly and effectively learn DLS technology as well as complex hardware, software, and materials concepts
Our take
Initially, 3D printing struggled to find its way into manufacturing because it was hard to scale. However, Carbon's proprietary system (Digital Light Synthesis technology) helped bridge the gap and massively speed up the 3D printing adoption process. It has built custom sneakers for Adidas, and proven that light-cured materials can be suitable for end-use parts. Previously, they were not considered durable enough.
Carbon has also already touched base in the automotive industry, working with Lamborghini and Ford, and the medical industry, with Johnson & Johnson. The applications of its technology are very broad, and should help companies reduce waste and energy usage, as well as make their processes more efficient. Any manufacturing industry can benefit from its offerings.
As 3D printing has grown in mainstream popularity, a range of companies, such as Protolabs and Dynamical 3D, have launched their own DLS 3D printed products fast and durable enough for end-use. However, with such a vast amount of manufactured products that could be converted to a suitable 3D printing process, Carbon has great potential for innovation and growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
-10% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2019
$260m
SERIES E
Dec 2017
$200m
SERIES D
Total funding: $682m
Company benefits
- Our comprehensive health benefits in the U.S. include medical, dental, and vision insurance for you and your family, as well as stand-alone mental health resources and family-forming benefits that include infertility, adoption assistance, and surrogacy. For our global employees, we offer company paid disability and life insurance coverage to provide you with financial stability when you are unable to wor.
- We offer a flexible time off policy with paid holidays and a year-end closure, and are proud of our parent-friendly culture that provides generous paid bonding leave for new parents. We also provide subsidies for your fitness/wellness memberships and your commuting costs.
Company HQ
Redwood Village, Redwood City, CA
Leadership
Joseph DeSimone
(Chairman)They were a Professor of Chemical Engineering at North Carolina State University for 25 years and University of North Carolina Chemistry Professor for 30. Having founded Liquidia in 2004, they co-founded Carbon in 2013, serving initially as CEO and Chairman since 2019.
Philip DeSimone
(Office of the CEO)Previously VP of Business Development at BUYSTAND before co-founding Carbon.
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