Maintenance and Field Support Manager

United States·San Brunomid

OtherSupport Manager

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Overview

Mill is a waste prevention technology company reimagining what it means to eliminate waste, starting with food. We build smart systems and infrastructure for homes, businesses,

Technical Tools

OtherSupport Manager

Mill is a waste prevention technology company reimagining what it means to eliminate waste, starting with food. We build smart systems and infrastructure for homes, businesses, and municipalities that transform food scraps from landfill-bound waste into valuable resources, including chicken feed. Tens of thousands of Mill’s residential food recyclers are already helping households divert millions of pounds of food scraps every year, paving the way for our upcoming launch of Mill Commercial—the industry’s first end-to-end solution for managing, understanding, and preventing food waste in commercial environments (e.g. grocery, restaurants, food services). At Mill, we are passionate about building easy-to-use, beautifully designed technologies that keep food in the food system and out of landfills.

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!

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

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.