To enable the achievement of 3X growth in the company’s annual revenue, with 1/3rd of the revenue from recurring SaaS subscriptions by initiating global sales conversations with manufacturers who need to know how to detect and resolve the source of their bonding problem. While this may sound mundane, this is the challenge at the root of making products smaller, lighter, and of higher quality. This is a need that thousands of manufactures and product teams are challenged by daily.

Customers look to us to provide their unique instrumentation to understand how to create better products, as well as improve the quality of the products that they are already making. We are helping our customers understand their problem in new ways, leading to measurable, breakthrough performance.

We offer a patented solution that detects flaws that cause bonding failure with adhesives and coatings. Unlike other solutions, we find the issue where it happens and lead to faster root cause analysis. The solution from us allows for detection and analysis within an individual process, across company facilities, and across a supply chain or innovation network. The company already has relationships with some of the world’s most well-known technology and manufacturing companies.

We are embarking on a period of rapid expansion globally. The right candidate will have the opportunity for career defining growth.

Job Duties:

The Head of Support, Service and Production owns the processes of support our customers, service their instruments, and producing the instruments we sell. The leader will ensure we are staffed with the right talent for the right roles within the team. Previous support, service and manufacturing experience helpful as this role will be responsible for taking an established set of processes and continuously improve them to support the growth of our Software as a Service product

The Head of Support, Service, and Production will have a strong influence on optimizing key operational functions within the company. This role will be responsible for ensuring seamless coordination and efficiency across these areas to meet organizational goals and deliver exceptional results.

The position reports to the CTO and will provide opportunities for career advancement as the company grows.

What will I be doing?

• Developing and maturing our established process to reduce manual effort and increase customer satisfaction.
• Lead a small assembly and production teams to achieve production targets, quality standards and timelines. Implement best practices to enhance production efficiency, reduce costs and improve product quality.
• Oversee the shipping and receiving operations, ensuring timely and accurate processing of incoming and outgoing shipments. Implement strategies to minimize shipping errors and optimize parcel shipping.
• Lead customer support to deliver exceptional service and address customer inquiries, concerns, and issues promptly. Analyze customer feedback to identify areas for improvement and implement measures to improve customer satisfaction.
• Develop, implement, and monitor detailed capacity plans that match long term business goals. Identify bottlenecks in the production process and work collaboratively with Hardware & Software Engineering and Leadership gain alignment on solutions and implement the same.
• Act as International Service Partner program manager. Manage conflict resolution and problem-solving processes. Maintain strong, productive relationships with partners. Develop and share KPI’s and share monthly scorecard results.
• Develop and gain alignment for yearly department budgets.
• Set and achieve annual and quarterly Objectives and Key Results (OKRs)
• Understand how to prioritize and plan department’s work flow and its relationship to overall order fulfillment.
• Understand and comply with all Information Security and Quality Management System policies and procedures with a commitment to providing feedback and recommendations as appropriate
• Hiring the best people that help execute the Operational Vision and continuous improvement.
• Ensure that your teams are motivated, engaged and excited to do the work we do
• Manage career pathing, development, and progression planning for your team. Provide regular performance feedback and develop team members’ skills and encourage growth.
• Promote inquisitiveness within your team
• Independently identify and execute projects to improve the quality of life of the Operations Team.
• Continuously challenging the status quo.
• Other duties as assigned

We'd love to hear from you if you have:

• Bachelor’s degree preferred with 3-7 years of Support, Service and/or Manufacturing. Will consider an equivalent combination of relevant education and experience.
• 2 years of experience managing teams
• Experience with continuous improvement, developing realistic action plans, and cross functional team leadership.
• Track record of teams successfully designing and implementing improved workflows and procedures
• Live our core values: You have Integrity, good vibes, show up ready to grow, are a legacy builder, committed to our customer’s success, are a data driven decision maker, and are inquisitive.

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Cincinnati, OH (Required)

Work Location: In person