System Deployment Project Manager – Desktop Metal main office at Burlington, MA

Desktop Metal is revolutionizing 3D printing of metal parts. Our system’s robust build processes create complex parts beautifully at a price attainable by any design and manufacturing team and can be used within an office environment. We are seeking a talented and self-motivated Customer Support Specialist to join our expanding team: Provide sales partners technical and on-site support for all Desktop Metal product lines. Ensure customer satisfaction, sales partner success, and knowledge. Assist in the launch of new products. Ongoing troubleshooting and technical support, remote and on-site at sales partners. Provide R&D, Engineering, and Software teams feedback to continuously improve Desktop Metal Products.

The System Deployment Manager will lead the planning and coordination of our Single Pass Jetting system deployment in the field while interfacing directly with customers and internally at the leadership and technical levels. The successful candidate will be responsible for managing the complete lifecycle of the customer’s deployment project including consulting on available product options, analyzing requirements to make configuration recommendations, identifying and managing project changes & risks, and ultimately delivering projects on time and within the budget based on the system specifications and site requirements.

Responsibilities:

• Develop, track and communicates detailed project plans to enable proper deployment, leveraging internal and external inputs
• Coordinates cross-functional efforts both internally and at customer’s organization to ensure deployment is done on time, on budget and sets up the company and client for success
• Acts as the main liaison between Desktop Metal and the customer after the contract has been signed and represents the company effectively across a diverse audience from working teams to senior business technical leadership
• Takes ownership and responsibility for issue management, risks, decisions and the overall success of a project
• Prepares operational schedules and coordinates Engineering, Manufacturing, Customer Support, Sales and Product activities to ensure company readiness and to meets specifications
• Maintain a high level of customer satisfaction throughout the life cycle of the deployment
• Anticipates potential delays or roadblocks (internal or external), communicate them promptly to the right audience and help identify and assess potential solutions
• Able to keep the scope of the deployment on track based on a signed contract with the customers and a thorough understanding of Desktop Metal product
• Contributes to the development of PMO tools and processes and develop standard work and documentation
• Inspects machines and equipment to ensure specific operational performance and optimum utilization before and after deployment
• Assists with the delivery and installation of our systems
• Works on multiple projects simultaneously

Basic Qualifications:

• BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
• Demonstrated ability to develop a deep understanding of end-user needs quickly, and proficiently translate those needs into the right technology solution
• Ability to solve complex issues in creative, efficient, and effective ways
• High degree of independence and autonomy in addressing and resolving issues as they arise
• Able to provide the customer and company-wide perspective to detailed technical decisions
• Knowledge of Negative Pressure and Cleanroom Principles and Techniques
• Knowledge of quality systems and standards
• Knowledge of health and safety standards and compliance
• Knowledge of process improvement techniques
• Knowledge of UL, CE and other safety requirements
• Knowledge of business, finance and management principles
• Up to 50% travel required

Preferred Skills:

• Experience with Powder Bed Fusion / Binder Jetting metal additive manufacturing
• Experience with industrial construction project management
• Customer Success focused
• Able to organize and prioritize a workload
• Knowledge of German, Spanish, Mandarin or Japanese