Summary of Position

As Fortify’s 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