Maintenance and Field Support Manager

Halcyon Labs 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 Halcyon Labs’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 Halcyon Labs 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 Halcyon Labs, we are passionate about building easy-to-use, beautifully designed technologies that keep food in the food system and out of landfills. Objectives of this role: The Maintenance and Field Support Manager is Halcyon Labs’s lead technical point of contact for Halcyon Labs 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 Halcyon Labs 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! This role will be responsible for: Creating and updating the Halcyon Labs 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 Halcyon Labs 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 Education & Experience 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 $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 Halcyon Labs, it is not typical for an individual to be hired at or near the top of the range for their role.