3D Printing Services Operations Manager
About The Position
The 3D Printing Services Operations Manager is responsible for leading the operational execution of services across the region, ensuring customers receive a world-class service experience throughout the lifecycle of HP's 3D printing solutions. This role drives operational excellence by overseeing service operations programs, onboarding, technical training, partner service readiness, and cost optimization initiatives while leading a team of functional experts. The role manages a team consisting of Operations Program Managers, a Training Manager, Onboarding Lead, and a Cost Reduction Lead, working cross-functionally with Sales, Sales Ops, Customer Success, Engineering, Product, Supply Chain, and Service Delivery teams to ensure successful customer deployments and continuous operational improvement. Willing to relocate candidates from Barcelona to the US-Alpharetta.
Requirements
- Bachelor's degree in Engineering, Operations Management, Business, or a related technical field.
- 8+ years of experience in service operations, technical services, manufacturing, industrial equipment, or related industries.
- Experience managing complex customer deployments and service organizations.
- Experience working with channel partners or service partners.
- Strong project and program management skills.
- Excellent communication and stakeholder management skills.
- Proven ability to lead operational transformation and continuous improvement initiatives.
Nice To Haves
- Experience in industrial 3D printing, additive manufacturing, or capital equipment.
- Knowledge of Lean, Six Sigma, or operational excellence methodologies.
- PMP, Lean Six Sigma, or similar certifications.
- Experience with global service organizations and technical training programs.
Responsibilities
- Lead and develop a team of Operations Program Managers responsible for regional service operations.
- Oversee the planning and execution of customer installations, system ramp-ups, upgrades, relocations, and recertifications.
- Ensure operational readiness and coordination across internal teams, partners, and customers to deliver projects on time and with high customer satisfaction.
- Define and monitor operational KPIs to drive service excellence and continuous improvement.
- Identify operational risks and implement mitigation plans to ensure business continuity.
- Continuously improve training content, delivery methods, and certification processes to support new product introductions and operational excellence.
- Own the end-to-end service training strategy and execution.
- Lead the development and delivery of training programs for Customer operators, HP Field Service Engineers, HP Remote Support Engineers, and Partner Field Service Engineers.
- Manage technical certification programs and ensure engineers maintain required certification levels.
- Own the operational relationship with regional service partners.
- Ensure partners meet service readiness, training, certification, and performance requirements.
- Monitor partner operational KPIs, service quality, and customer satisfaction.
- Drive continuous improvements in partner service delivery through governance, performance reviews, and corrective action plans.
- Support partner onboarding and expansion activities from a service operations perspective.
- Lead regional service cost reduction initiatives while maintaining customer experience and service quality.
- Identify opportunities to optimize labor, logistics, spare parts utilization, travel, and service processes.
- Partner with Finance and Global Operations to track savings initiatives and measure impact.
- Promote Lean methodologies and operational best practices across the organization.
- Lead, coach, and develop a high-performing team including: Operations Program Managers, Training Manager, Cost Reduction Lead.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Establish clear objectives, performance metrics, and career development plans.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
