Objectives of this role:
The Maintenance and Field Support Manager is Mill’s lead technical point of contact for Mill products in the field. You will work across internal functions to develop documentation and track key improvements to our customer experience. In addition, you will help Mill grow by selecting and managing external partners for nationwide technical maintenance support. This is a great opportunity to work with an incredible team with exciting, impactful products!
This role will be responsible for:
- Creating and updating the Mill Commercial Owner’s Manual
- This document will contain all relevant information on installation, startup, maintenance and troubleshooting
- Cross-functional alignment with Engineering and Support to incorporate learning from early Pilot customers as well as internal testing
- Technical escalation for Mill Field Support (both Consumer and Commercial), triaging new issues and making recommendations for warranty or repair actions
- As needed, manage technical feedback from Field Trials
- Developing all training documentation and materials for new users as well as third party Maintenance partners
- Identification, selection and negotiation of maintenance contracts with nationwide third-party Maintenance Contractors
- Developing metrics and owning continuous improvement of the performance of Maintenance Contractors
- Tracking and prioritization of improvements to Maintenance customer experience via design, manufacturing and software
Education & Experience
- 5+ years experience in Manufacturing Operations or Field Support, especially on large hardware products requiring hands-on maintenance
- Experience managing vendor relationships with service providers
- Program management experience with hardware products
- Start-up experience desired
- Ability to travel domestically and internationally
The estimated base salary range for this position is $185k to $210k, which does not include the value of benefits or a potential equity grant. A wide range of factors are considered in making compensation decisions, including but not limited to skill sets, market conditions, experience and training, licensure and certifications, and business and organizational needs. At Mill, it is not typical for an individual to be hired at or near the top of the range for their role.
