Maintenance and Field Support Manager

<div class="content-intro"><p><span style="font-weight: 400;">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.</span></p></div><p><strong>Objectives of this role:</strong></p> <p><span style="font-weight: 400;">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!</span></p> <p><strong>This role will be responsible for:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Creating and updating the Mill Commercial Owner’s Manual</span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">This document will contain all relevant information on installation, startup, maintenance and troubleshooting</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Cross-functional alignment with Engineering and Support to incorporate learning from early Pilot customers as well as internal testing</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Technical escalation for Mill Field Support (both Consumer and Commercial), triaging new issues and making recommendations for warranty or repair actions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">As needed, manage technical feedback from Field Trials</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Developing all training documentation and materials for new users as well as third party Maintenance partners </span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identification, selection and negotiation of maintenance contracts with nationwide third-party Maintenance Contractors</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Developing metrics and owning continuous improvement of the performance of Maintenance Contractors</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Tracking and prioritization of improvements to Maintenance customer experience via design, manufacturing and software</span></li> </ul> <p><strong>Education & Experience</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">5+ years experience in Manufacturing Operations or Field Support, especially on large hardware products requiring hands-on maintenance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience managing vendor relationships with service providers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Program management experience with hardware products</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Start-up experience desired</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ability to travel domestically and internationally</span></li> </ul> <p><em><span style="font-weight: 400;">The estimated base salary range for this position is $160k to $200k, 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.</span></em></p>