Partner Support Specialist

We promise you can be yourself at Protolabs

Don’t meet every single requirement? Go ahead and apply anyway! Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification and we think this sucks. We are an Equal Opportunity Employer and we are committed to building a diverse team that feels that they are valued in the workplace. If you’re looking at our page and you do not identify yourself, don't be discouraged to apply. You can help make our Protolabs even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams and it's one of our biggest secrets of success.

We are transforming the manufacturing industry as you know it and we’re on the lookout for makers, doers and re-thinkers to join us on this mission.

Protolabs Network provides engineers and designers access to more than 250 extensively vetted manufacturing partners. As part of Protolabs’ global services, we specialize in on-demand 3D printing, CNC machining, injection molding and sheet metal fabrication. Trusted by some of the most innovative companies in the world (NASA, HP, Audi and more), we are the world’s fastest and most comprehensive digital manufacturing solution. Some of the parts we’ve produced are even floating in space!

In this role, you will oversee the fulfillment of orders from some of the biggest companies in the world. To be successful, you need to be highly organized, time-efficient, and not afraid to get your hands dirty. In return, you’ll get acquainted with the wonders of engineering and online manufacturing all while being surrounded by awesome co-workers eager to share their knowledge.

Sounds good? Keep reading!

What you'll do:

• Work closely with our network of Manufacturing Partners during the production phase to ensure orders are sourced and fulfilled on-time and as-specified
• Monitor all open orders with our US/Mexico Manufacturing Partners, proactively reaching out to customers and/or Customer Success Representatives to be sure everyone is kept up-to-date of any changes that may occur during production
• Answer any questions from Manufacturing Partners during and after production using our in-house software, over both email and phone
• Efficiently resolve customer disputes by analyzing quality issues and arranging reprints when needed
• Build relationships with our Manufacturing Partners to increase engagement, improve on-time rates, and decrease disputes
• Collaborate with a cross-functional team of Mechanical Engineers, Supply Chain Managers, and Customer Success Representatives to ensure requests and issues are resolved as quickly as possible

What it takes:

• Technical knowledge of 3D printing, CNC processes and materials
• Engineering background and/or technical knowledge of other manufacturing technologies ( Sheet Metal, Injection Molding, etc.)
• A desire to ensure our customers and Manufacturing Partners have the best possible experience when using Protolabs Network
• The ability to work in a fast-paced environment and meet strict delivery deadlines while managing a large number of different orders at the same time
• Strong analytical skills and the ability to solve problems under pressure
• A desire to improve efficiency and workflows
• An ownership mindset - you stick with an issue until it’s solved
• Strong written and verbal English language skills

What's in it for you?

• Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter. 
• Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.
• Flexible and hybrid working arrangements! (we try to accommodate where it’s possible, so feel free to ask us more about this)
• We offer a 401k plan and you’ll get 24 PTO days per year
• Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.
• Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues’) furry friends in the office
• Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
• Dedicate 20% of your work time to learning or joining projects! Whether that’s one of our Employee Resource Groups or time spent on our in-house LEARN platform. From 3D printing to woodworking - there’s something for everything.
• Regular team events, socials and annual regional team trip
• Follow us on Instagram to see what Life at Protolabs is all about!

The Recruitment Process:

• Our recruiter will have a quick chat to make sure the role is what you think it is, learns more about you and your career ambitions, and cover our interview process and next step
• Then we'll schedule a chat with the hiring manager to learn more about how we do things and a deeper dive into the role itself and exciting challenges
• After that, we'll have the assignment to cover your skills. The assessment involves a take-home assignment and you will go over the answers with the hiring manager
• Finally, you'll have a short talk with one of your team member and one of our cultural ambassadors

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds. 

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate. 

What to expect in the hiring process

Initial call

Kick-off with an initial screening with one Talent Acquisition Partners, not really an interview, but the chance to learn more about how we do things, our process and a chance for you to ask all the things you want to know

A deeper dive into the role, what we're looking for and for you to get to know one another

Put your skills to the test. Depending on the role, you may be asked to work on a take-home challenge or a presentation to us. We know this won't show us all of your talents, but we can get a nice insight into how you work and vice versa.

Team Meeting

In most scenarios, you’ll get to meet your teammates or a member of the leadership team. This is a great chance for us to see how you fit into the wider organisation

Meet the culture ambassadors

Our culture is unique and so are you! Check your ego at the door because these cats are not interested in whether you're the best engineer. We want to hear all about the things that get you out of bed each morning, the special interests you have or random skills that you can teach us. Now's the time to show us your authentic self, no holding back. This is also your chance to ask about the behaviours that make us who we are, warts and all - because hiring is a two-way street!

Protolabs Network maintains ITAR-compliant operations in all of our United States-based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer