Our mission is to advance product innovation with metal 3D printing. Current metal 3D printers are out of reach for most engineers and designers. They are industrial, cost-prohibitive, and can be dangerous. We are making an affordable, office-friendly system so that every design and engineering team has the ability to 3D print with metal.

Desktop Metal is located 30min outside of Boston. We've raised over $200 million from investors that include Google, BMW, NEA, KPCB and GE, and have put together a talented team of engineers, materials scientists, and startup veterans. Join us as we change the way products are designed and produced with metal.

The Service Management Administrator will drive business analysis, optimization and customization of the ERP system, with a focus on improving customer satisfaction and delivering efficiency and effectiveness improvements within the Customer Success organization. This position will be responsible for implementing continuous improvement projects. Candidates must possess a strong analytic foundation, preferably within a contact center-oriented role. The Position is responsible for various real-time queue management duties within the contact center and requires a significant amount of interaction with contact center management, and contact center associates. Must have excellent verbal and written communication, interpersonal and presentation skills.

Responsibilities:

• Continuously update and upgrade the service management module in the ERP system for our customers success
• Compile and share weekly metrics for all processes
• Support partners’ and customers’ product service field activities
• Log and manage service incidents and service request orders
• Manage incident escalation process
• Manage parts ordering fulfilment and shipping processes with Logistics and Manufacturing Depts.
• Work with materials and operations teams to insure adequate inventory levels to support SLA’s.
• Manage customer RMA process
• Up to 10% travel required
• May require international travel
• Other projects as assigned

Basic Qualifications:

• Knowledge and experience with ERP and CRM systems such as Infor, Salesforce.com, NetSuite, HubSpot, etc. and how to build business requirements for these applications.
• Excellent analytical, planning, problem solving, verbal and written skills to communicate complex ideas with proven experience in operational and data analysis required.
• Expertise in business process analysis and re-engineering
• Ability to document work flows, business and technical requirements
• Ability to handle multiple projects and tasks simultaneously
• Understanding of advanced call center metrics, processes, and practices
• Considerable organization, follow-up and issue resolution skills.
• Highly organized with excellent time-management skills.
• Self-motivated, able to work independently and as a team member
• Ability to adapt/openly accept change
• Excellent customer relation skills

Preferred Skills:

• Bachelor’s Degree of Computer Information Systems, Economics, Statistics or equivalent Is highly preferred
• 5 + years’ experience in a service management role
• Infor Cloudsuite Industrial Service Management ERP experience preferred
• Ability to meet multitask and complete projects on time
• Strong people skills and ability to collaborate in a team centric environment
• Must have excellent problem-solving skills and enjoy a good challenge
• 3D printing / Additive Manufacturing
• Able to organize and prioritize workload