Manager, Fulfillment Services

stratasys•Belton, TX

About The Position

The Manager, Fulfillment Services leads the Fulfillment Services team in supporting pre-sales activities and managing customer orders from quotation through production handoff. This role partners closely with Sales, Operations, and customers to ensure accurate quotations, seamless order execution, and exceptional customer service. The Manager is responsible for developing and coaching team members, driving process excellence, and fostering a high-performing, customer-focused team.

Requirements

High School Diploma or equivalent
8 years of customer facing and/or project manager experience
One year of leadership experience managing employees
Minimum of 3 years’ experience in product design, engineering, manufacturing, inspection/quality requirements or related industries.
Exceptional management and leadership skills
Understanding of or experience with SDM product and services, other manufacturing processes and Computer Aided Design and Manufacturing Software
Ability to read 2D Drawings and understand GD&T
General familiarity with the additive manufacturing and CAD industries
Thorough understanding of Microsoft Office products i.e., Word, Excel, Outlook
Must be self-motivated and be able to work effectively on projects with minimal direct supervision
Ability to independently organize and prioritize multiple duties required
Good verbal and written communications skills and the ability to resolve technical issues while maintaining a good working relationship with the Account Managers, customers and internal employees is required
This position requires a customer-focused attitude with a high sense of urgency and attention to details when handling processes and machine related issues

Nice To Haves

Bachelor’s degree in engineering, business or a related field
Rapid prototyping experience
Creativity and willingness to gain an advanced understanding of rapid prototyping applications are desired attributes
Project leadership and project management skills highly desired

Responsibilities

Manage all processes and operations of the Fulfillment Services Department and respond to staffing requirements
Address Fulfillment Services site or pod issues as they arise, including internal and external escalated situations
Work with other departments to help achieve company business goals
Develops and maintains knowledge of the company’s engineering, manufacturing, sales, product management, business systems, legal, quality, fulfillment services, accounting, and marketing functions. Effectively interfaces with these functions in performing assigned project activities towards compliance and operational efficiencies
Help in development, testing and implementation of new processes and software
Review and verify outside vendor products/services, customer contracts for acceptance and negotiate changes as needed
Manage NCRs & CAPAs process for team members, assuring they are assigned and completed appropriately and closed within allotted time frames
Oversee and assist project engineering staff with contract review during the quote and order stage
Demonstrate continuous growth in his or her field of expertise that creates opportunities for advancement in the department and the company
Implementation and training of ISO 9001:2000, ISO13485 and AS9100 quality system and procedures
Use predetermined metrics to evaluate and review Fulfillment Services staff
Train the entire Fulfillment Services staff on: Customer interface, SDM capabilities, Additive and Traditional manufacturing, Quoting procedures, Various company software, Determining customer’s needs and requirements, Recovery plans, Nonconformance procedures, Job and Time Management
Focus on difficult and complex customer opportunities
Create new or modify work instructions and product flow processes
Manage daily operations of a Fulfillment Services team, including employee activities such as performance management, disciplinary action, and recruiting, with special regard to the following areas: fairness, attendance; accident or injury prevention; turnover; employee relations
Monitor and direct the workload balance of the department
Ensure employee training requirements are kept up to date and employees are trained in a timely manner
Responsible for interviewing, hiring, developing, and retaining qualified staff
Assist in projecting headcount requirements for the department based on department business plans
Follow all company safety policies and procedures
Attend all required company training
Demonstrate commitments to Stratasys Behaviors by leading, acting, and modeling these values
Other Responsibilities as assigned by the department or manager