Site Prep Specialist

Redwood City
Customer Success
Full-time
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 industry 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 support team works to ensure that customers love us and love our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Site Prep Specialists will guide customers through the site requirements and ensure customers’ sites are prepped prior to printer installs. The focus for this position is our dental business unit. This is one of the fastest-growing business unit in Carbon and, the Site Prep Specialists will be customers’ direct point of contact for any site preparation questions and will be expected to help balance multiple customers efficiently. Site Prep Specialists will also need to stay informed of all changes that could affect site prep and own the documentation provided to our customers. Carbon is a dynamic work environment and Site Prep Specialists will need to be flexible and adapt to dynamic business with ever changing needs and priorities.

Responsibilities:

    • Ensure customers complete all site prep requirements for safe and efficient workspaces prior to installation
    • Operate as the lead point of contact for customers on all site preparation questions and activities
    • Work with multiple contacts at a customer site to ensure the facility is prepped prior to installation
    • Communicate clearly the progress of each customers’ site prep to internal stakeholders
    • Meticulously document progress of each customers’ site prep and update installation schedules
    • Successfully transition customers to their Relationship Managers once site preparations are complete
    • Stay up to speed on all product changes that affect site preparation requirements
    • Own customer-facing site prep documentation, including verifying content accuracy, keeping the content updated, making it easier to internalize requirements and improving verbiage, diagrams and visual assets
    • Work with subject matter experts, if needed, to help customers optimize their workspaces

Required Skills:

    • Excellent customer-facing/interpersonal skills
    • Excellent problem solving skills
    • Experience in a customer-facing facilities or IT role
    • Proven ability to manage multiple projects at a time while paying strict attention to detail 
    • Very strong organizational skills    
    • Excellent verbal and written communications skills, including working with customers over the phone
    • Ability to successfully adjust to daily and weekly schedule & priority changes 
    • Ability to embrace change and work well in a fluid and dynamic business environment adjusting with changing customer requirements and expectations   
    • Ability to learn quickly and have a solution oriented mindset
    • Strong operational rigor
    • BA/BS degree or equivalent

Preferred skills:

    • Experience in prepping customer sites for capital equipment installations
    • Experience with DLP, SLA or FDM 3D printing technologies
    • Experience working in small company
    • Experience in a customer facing role