Customer Support Manager

Boston, MA, United States

**Customer Support Manager**

at Fortify 75 Hood Park Drive, Boston, MA 02129 Fortify is a dynamic venture-backed 3D printing startup with a passionate team of engineers and business professionals who are at the forefront of bringing new technologies to market. Founded in 2016 and located in Boston, Fortifys team is transforming the 3D printing industry with its patented DCM (Digital Composite Manufacturing) platform, enabling new material properties and components which can't be made using other additive or traditional manufacturing processes. Fortify was recently recognized as one of the BostonInno companies on Fire by Boston Business Journal and featured in Forbes. To learn more about Fortify visit, .

**Summary of Position**

As Fortifys Flux Printer platform launches into production, we are building out a support team to keep pace with our expanding customer base. The Customer Support Manager will be responsible for a team that is focused on providing optimum service to customers from initial equipment installation through field maintenance activities and beyond. This role will work closely with both the Applications Engineering team and the Systems Product Development team to develop necessary information to enable successful customer support. The ideal candidate will have experience managing teams and direct customer service experience supporting complex electromechanical systems. An ability to work autonomously, take initiative, exhibit organized project management skills and when necessary, get hands on with the product and processes are keys to success in this role.

**Duties and Responsibilities**

* Manage field service personnel who perform on-site equipment installation, maintenance, and repair activities

* Develop customer support quality standards, skills certification criteria, performance objectives and metrics related to field service

* Participate in enabling and maturing the existing customer service workflow

* Support assessment and implementation of tools to maintain complete and accurate records of customer support activities

* Coordinate scheduling of onsite customer service activities and periodically participate in such activities

* Support development of customer service contracts

* Develop and own customer support team budget, year to year

* Coordinate scheduling, shipping, and delivery of material and equipment to meet customer orders including printers, consumables, and repair parts

* Maintain and track consumable and service material inventory

* Communicate and coordinate with internal engineering teams to stay current with software, firmware, and electromechanical design changes

**Candidate Prerequisites**

* 5+ years of experience, including time as a field service representative for a hardware related product, ideally with industrial equipment

* Strong communication skills, with an ability to represent the company in front of customers

* A customer focused attitude with an appropriate sense of urgency and attention to detail when handling customer issues

* Excellent written and oral communication skills, comfortable interacting at all levels of the organization

* Ability to effectively prioritize and schedule activities of self and direct reports

* BS/MS Electrical, Mechanical, Industrial Engineering or equivalent

**Benefits of Working at Fortify**

* Competitive Salary and Stock Options

* Employer Paid Premium Medical and Dental

* FSA and Commuter Benefits available

* Paid Parental Leave

* Flexible PTO/WFH Policies

* Monthly Wellness/ Lunch Stipend

Covid Procedures are currently in place and include mandatory masking and social distancing in office and flexible wfh.

Our offices are located in the heart of Charlestown within Hood Park and directly next to the Hood milk stack. The park is currently undergoing a major transformation to include retail, dining, and green space (check out the plans ).

* Please note this role is based in our Charlestown, MA location. It is not remote. While there is some flexibility to work from home, most responsibilities of this position will require you to be onsite.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Fortifys Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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OMB Control Number 1250-0005

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP

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