Product Support Specialist

Company: Alo, LLC.
Location: Redwood City
Posted on: May 22, 2023

Job Description:

Working at the intersection of hardware, software, and molecular science, we are committed to delivering on the promise of 3D printing, enabling commercial customers to go beyond basic prototyping to 3D manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industries around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. The Product Support team ensures that customers love us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Carbon is looking for a Product Support Specialist to join our talented team in Redwood City, CA. The ideal candidate shall advocate for the customers, following up and managing all technical inquiries. PSSs will be expected to listen carefully, learn quickly, respond promptly, and anticipate customer needs across a broad spectrum of industries. PSSs will also need to delight and support their customers while efficiently balancing all of their customers' needs. Carbon is a dynamic work environment and PSSs will need to be flexible and adapt to a dynamic business with ever-changing needs and priorities. We are looking for an individual who is a quick learner, passionate about helping customers adopt new technology, and focused on helping our customers be successful with DLS. This role can be hybrid, but we require the first 6 weeks be onsite in our Redwood City, CA office for training and expect about 2 to 3 days a week working in the office. In this role you will work primarily with our install base in the US. Responsibilities:

• Build and maintain strong, long-lasting customer relationships
• Take ownership of customer issues, including initial troubleshooting, identification of root-cause, and issue resolution or escalation
• Assist with high-severity requests or issue escalations as needed
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Liaise between customers and cross-functional internal teams to ensure timely and successful delivery of our solutions
• Collaborate with the Account Management team to provide insight on accounts from a technical perspective
• Excellent listening and presentation skills
• A tech-savvy individual with the ability to quickly and effectively learn DLS technology as well as complex hardware, software, and materials conceptsRequirements:
  • Excellent customer-facing/interpersonal skills; profoundly customer-focused
  • Excellent problem-solving skills
  • Experience in delivering customer-focused solutions based on customer needs
  • Ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent verbal and written communications skills, including working with customers in-person, over the phone, and through email
  • A tech-savvy individual with the ability to quickly and effectively learn DLS technology
  • Works well in a team to help customers be successful
  • Ability to be flexible with a dynamic, growing companyPreferred skills:
    • BS in Engineering or other relevant technical background or experience
    • 2+ years experience in a technical service or customer success role
    • Some dental or digital dentistry knowledge; specifically dental labs
    • Experience with DLP, SLA, or FDM 3D printing technologies
    • Experience working in a small company
    • Language skills preferred - Spanish, German, or Mandarin $66,997 - $101,005 a year At Carbon, we look at the person holistically and carefully consider a wide range of factors when determining compensation. The pay range for this position is $66,997 - $101,005. Your actual salary will be based on your experience, work location, certifications and the unique skills you bring to the role. This is an hourly (non-exempt) paid role. If you are not based in our Redwood City office, the range above will be adjusted for the geographical differential associated with your actual work location. Carbon also offers to our eligible employees a comprehensive total rewards package that includes equity, benefits, and time off programs. - You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. Carbon is an equal opportunity employer. By clicking the "APPLY FOR THIS JOB" button and submitting your job application, you agree you have reviewed the complete Privacy Notice for Employees, Independent Contractors and Job Applicants , which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information. Craig Carlson and Philip DeSimone
      Top 5% of Similar Sized Companies on Comparably Flex time off / unlimited PTO allows me to spend less time focusing on what hours I'm working and more on making sure I am producing quality outputs in a way that works for me. Employees are encouraged to be engaged and form alliances - we have a People of Color, Womxn's & Pride ERG. There is a lot of emphasis placed on making sure our culture truly lives up to the brand promise. Also our company-wide communication forums, such as #CarbonTalks and Carbon Connect, help employees feel included and informed. Carbon's Employee Net Promoter Score (eNPS) is 41, as rated by 367 employees. This means 54% of Carbon employees would encourage their friends to become coworkers today.5 Cool Reasons to Work at Carbon Mission-driven company: solving some of the toughest challenges to improve human outcomes Tech company with experienced leaders Work at the intersection of software, hardware, material science Culture: inclusive, diverse, and passionate creators

Keywords: Alo, LLC., Redwood City , Product Support Specialist, Other , Redwood City, California