Additional Responsibilities:

• Face of Carbon in front of the customer for technical support and service issues: visits customers (anticipate 10% to 20% travel)-- one or two week-long trips/quarter, manage customer escalations.
• Communicate regularly with Customers, Engineering, and Operations to ensure critical issues are understood and plan to address are agreed on.
• Develop models and strategies for Carbon’s business, by refining and anticipating customer needs to develop and roll out additional offerings in our service portfolio.
• Develop techniques and best practices to cover our geographically distributed fleet of printers in as efficient and cost-effective a manner as possible.
• Develop reporting capabilities with our IT teams to track and publish critical metrics.
• Create resource planning models that anticipate Carbon growth and put the appropriate staffing plans in place to meet the business needs.
• Inventory management: regularly monitor the inventory levels of service trunk stock, including supporting Carbon’s Inventory Control team with stock counts, end-of-period transactions, etc. 
• Support strategies on global spare parts stocking.
• Investigate and implement tools for predictive service and support utilizing Carbon’s IoT framework.
• Uphold all Carbon values– ambitious, collaborative, innovative, accountable, integrity.

Requirements:

• 8 to 10 years of experience with capital equipment support and service organization (experience in both startups and established companies a plus)
• ISO 9001 experience a plus
• People management experience, including building and developing teams, performance management, compensation planning, etc.
• Excellent communication skills– able to effectively and tirelessly communicate critical issues to the key stakeholders and weed through the chaos to develop appropriate solutions.
• Love of learning and a continuous improvement mindset– proven track record of developing and refining processes to meet the team goals
• Business systems experience– developing, implementing, and improving service ticket systems, field service scheduling, and work order modules.
• Global experience strongly preferred, managing teams outside the United States
• Dedication to Carbon’s values (noted above) and commitment to a work environment that fosters DEIB initiatives.
• “Can do” positive attitude coupled with a sense of executional urgency.
• Ability to work in the US without sponsorship.