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Technical Customer Support Manager

Protolabs Nashua, NH
  • Posted: over a month ago
  • $85,000 to $100,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Position Overview:

The Technical Customer Support Manager supervises the day to day activities of the Customer Quality Engineering team. The position assists the Customer Quality Engineering Manager with the development and execution of policies, procedures, and work instructions to ensure consistent, accurate, and timely customer service to both internal and external customers. Serves as an escalation path for post-sales customer issues.

Specific Duties Include:

  • Supervises the day to day activities of the Customer Quality Engineering position at the Nashua, NH locations
  • Tracks and monitors key metrics for CNC/Sheet Metal Customer Quality Engineering team
  • Provides timely feedback to Customer Quality Engineer Manager regarding individual and team performance, skill level and opportunities/risks with Protolabs customers or staff
  • Coordinates activities of team including managing work schedules according to coverage, skill-sets, and workload capacity
  • Contributes to individual and team success through meetings, continuous evaluation, and coaching
  • Resolves issues diplomatically in a logical, non-emotional manner
  • Communicates with other departments and management to resolve problems and to expedite work
  • Proactively resolves anticipated production challenges
  • Assists in implementation of process improvement changes and documentation of work instructions
  • Provides technical guidance to the team, sales and external customers regarding process capabilities and limitations
  • Serves as escalated point of contact with sales, production, and other departments to achieve on-time delivery of quality parts
  • Assists Customer Quality Engineering Leads in developing and facilitating training material for onboarding, service enhancements, and new service launch content
  • Performs additional tasks as assigned

Minimum Qualifications:

  • Four year degree from an accredited college or university and 5+ years of experience in mechanical or manufacturing engineering or related field OR 8+ years of experience in mechanical or manufacturing engineering or related field
  • 2+ years of direct supervisory or lead experience required
  • Proven ability to provide feedback in a constructive manner
  • Confident verbal and written communication skills, across different levels of business professionals
  • Strong analytical and problem-solving skills
  • Strong background with Quality Control inspection techniques and documentation methods
  • Solid understanding of the pertinent Protolabs service offering (varies by location)
  • Proficient with measuring instruments including calipers, surface plates, pin and height gauges
  • Experienced with CRM and MS Office products

Education Requirements:

  • Four year degree from an accredited college or university and 5+ years of experience in mechanical or manufacturing engineering or related field OR
  • 8+ years of experience in mechanical or manufacturing engineering or related field

All Proto Labs facilities in the United States are ITAR-compliant operations. Due to ITAR regulations, Proto Labs is only able to employ U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire.

Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer

Protolabs

Why Work Here?

Growing Business, Opportunity, Meaningful Work, Great People, Make a difference, Healthy Business - Low debt, High Cash Reserves

We pride ourselves on being the catalyst for innovation, helping our customers transform product concepts into market-ready products, faster than ever before. We’re looking for you—a dynamic, smart, and engaging professional—to help us continue to grow and shape the future of manufacturing.

Address

15 Charron Ave Nashua, NH 03063
Nashua, NH
USA

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