Technical Support Lead, SelectOne, Buffalo, NY

About the Job: As the Technical Support Lead, you will be responsible for:

  • Team closely with the VP of Operations to develop OKRs that are laser-aligned with our company OKRs.
  • Become an expert on the third step of AM, post-printing, in order to quickly and effectively answer our customer’s questions and ensure they are utilizing our solutions
  • Develop a thorough understanding of our automated solutions that allows the development and deployment of comprehensive technical support. This will require close teaming and communication across the company and in particular with Development Engineering, FINISH3D, Application Engineering, Field Engineering and Sales.
  • Provide problem diagnosis and solution implementation using remote access tools.
  • Identify additional opportunities during discussions with our customers; then team with Sales to ensure proper follow-up to close additional Key Opportunities.
  • Identify and document areas for improvement while working with customers on issue resolution.
  • Serve as a liaison between Development Engineering and our customers.
  • Team with the Training Department to help refine materials (print, digital, video) that will allow our customers to quickly learn how to effectively utilize our solutions.
  • Team with Technical Writing & Marketing to ensure Customer Documentation (QuickStart & Troubleshooting Guides, Operator’s Manuals, Maintenance Manuals) is up-to-date and customers have the latest revisions of all docs.
  • Build a team of customer obsessed Technical Support Specialists that consistently deliver exceptional customer satisfaction.
  • Participate in customer meetings at headquarters and travel occasionally to customers’ AM operations to learn from first hand observations of customers utilizing our solutions.
  • Determine what tech support processes need to be developed and deployed to build the foundation to achieve $100m+ in global revenue in 2022. It’s imperative that these processes allow us to continue to be nimble and move at lightning speed.
  • Work with Finance to develop Technical Support KPIs and meet or exceed these metrics monthly.
  • Meet monthly OPEX budget and constantly look for ways to optimize ROI.
  • Continually enhance technical support skills and industry knowledge by attending workshops, reviewing publications and participating in relevant industry associations.

Minimum Requirements:

  • Bachelor’s degree in a technical discipline is preferred
  • Experience in a Technical Support role, preferably with a software or manufacturing company.
  • Experience bringing new technology to market is beneficial
  • Proven leader that has led customer facing technical support teams.
  • Experience working with CRM programs such as Salesforce and/or Solve.
  • Experience in an early stage, high growth company is beneficial.

Salary: $70,000 base salary plus equity!
Job Status: Direct Hire