Carbon is looking for a Director, Global Field Service based out of our Redwood City, CA office. The ideal candidate shall advocate for and manage a workforce of distributed, diverse, technical professionals on a global level– currently FSEs in China, Japan, Europe, United States and Mexico–supporting Carbon’s industrial 3D printers and accessories. He/she shall manage embedded factory FSEs working directly at customer sites in Asia. Be an internal voice for the Field Service team, working with Product Support to ensure the appropriate documentation, tools and support structures are in place for FSEs to be effective.

Additional Responsibilities:

● Face of Carbon in front of the customer for service issues: visits customers (anticipate 10% to 20% travel)-- one or two week long trips/quarter, manage customer escalations.

● Communicate regularly with Engineering and Product Support to ensure critical issues are understood and plans to address are agreed on.

● Develop models and service strategies for Carbon’s business, both refining our standard strategy, but anticipating the market and customer needs to develop and rollout additional offerings in our service portfolio.

● Develop scheduling techniques and best practices to cover our geographically distributed fleet of printers in as efficient and cost-effective manner as possible.

● Develop reporting capabilities with our IT teams to track and publish critical metrics, (eg: response time, first visit repair, utilization), and labor and spare parts costs.

● 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 FSE truck stock, including supporting Carbon’s Inventory Control team with stock counts, end of period transactions, etc. 

● Support Hardware Planning with strategies on global spare parts stocking.

● Monitor time and material service orders, ensuring that the costs and POs are aligned appropriately for the work being performed by Carbon’s Service team.

● With Product Support, ensure that all service documentation, training and escalation flows are in place and right-sized for the organization.

● With Product Support, investigate and implement tools for predictive service around our IoT framework.

● Ensure compliance to Carbon processes, including EH&S, period transactions (expense reporting, inventory transactions), service reporting documentation.

● Uphold all Carbon values– ambitious, collaborative, innovative, accountable, integrity.

Requirements:

● 8 to 10 years experience with capital equipment 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 committed 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.

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