Customer Project Specialist, Manufacturing

• About the job: Customer Project Specialist, Manufacturing - Night Shift

Fictiv exists
to help product innovators create

Fictiv is a global manufacturing company that simplifies sourcing for custom manufacturing, from prototype to low-volume production. Through its highly-vetted manufacturing network, AI-powered technology platform, and global operations centers across the USA, Mexico, India, and China, Fictiv delivers fast, high-quality custom manufacturing services from quote to delivery. Fictiv’s capabilities span the full mechanical bill of materials, including Injection Molding, Compression Molding, 3D Printing, CNC Machining, Die Casting, and Sheet Metal. To date, Fictiv has delivered more than 30 million commercial and prototype parts for early-stage companies and large enterprises alike, helping them innovate faster, free up precious resources, and drive profitable growth.

Don’t just take our word for it. See for yourself how we’re shaping the future here

Job Description

Are you ready to shake up the world of customer service? Do you thrive on making connections and finding creative solutions? If you’re passionate about putting customers first in a dynamic, non-traditional environment, we want YOU on our team!

In your role as Associate Customer Project Specialist, you will be working directly with our US-based customers, and you’ll be using your agility, problem-solving skills, and customer service advocacy to help our customers increase the velocity and quality of products delivered. You will collaborate with the cross-functional teams to resolve customer pain points, address customer needs, and help manage customer projects end to end. You will support multiple customers across a variety of manufacturing orders to be fulfilled in different regions around the world.

Hybrid working arrangement- Two days remote/three days in the office with night shift timings9am-5pm US Pacific Time (Mon-Fri).There is a requirement to work from the office for the initial 6 months which would be the training phase before the hybrid schedule.

What you will be doing:

• Customer Management: You will be our customers’ best ally at Fictiv. Work closely with our customers to ensure a seamless and high-quality experience. Nurture relationships and resolve issues to help drive customer loyalty.
• Case management: Concurrently manage a variety of manufacturing orders with multiple customers and the internal operations teams. Prioritize and resolve top user requests to address their product development needs and meet customer expectations for timing and quality.
• Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements to ensure the orders will be delivered on time and in full
• Collaboration: Collaborate with sales and the manufacturing operations teams to ensure successful delivery to the customer and advocate on their behalf - through the project lifecycle, including post-delivery exceptions.
• Program Management: Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline.
• Continuous Improvement: Identify improvement areas and collaborate with the cross-functional team to prioritize and define solutions to increase our efficiency.

What we look for

• Bachelor’s degree in Mechanical Engineering (or a degree, with strong academic credentials) and three (3) - six (6) years of relevant experience in the manufacturing industry, preferably in a client-facing role.
• The work is fast-paced - you will be working in an operations environment with tight deadlines and high standards. You will need to be organized with good time management, prioritization skills and great attention to detail.
• We obsess over our customers - you will need to be personable and have outstanding communications skills (both written and verbal) and be able to adapt your communication style effectively. Must be fluent in written and spoken English. Proven experience working directly with US-based customers and/or during US business hours is preferred.
• This role requires a self-starter mentality. We want you to be excited by a hands-on, high-performing, results-oriented role and driven to exceed expectations for our clients. Accountability is everything; you say what you do and do what you say.
• The basic project management/operations knowledge- scope, timing and quality. logistics, RMAs, change requests, invoicing.
• Aligned with our culture centered around continuous learning- bring passion to learn about the manufacturing ecosystem and the New Product Development process.

What is in it for you and how will you be rewarded?

Skill development- within your first 12 months in this role you will grow your skills in the following areas;

• Manufacturing Industry Knowledge: Gain a deep understanding of the manufacturing sector, including its challenges, trends, and innovations. You’ll learn about key processes, technologies, and the industry's impact on global supply chains.
• Business Acumen: Develop a strong sense of business strategy, enabling you to make informed decisions that help drive company performance. You’ll learn how to assess opportunities, manage risks, and evaluate business metrics critical to success.
• Customer Relationship Management: Work directly with customers from a diverse range of industries, from innovative startups to established, multibillion-dollar enterprises. This experience will sharpen your ability to understand customer needs, address challenges, and deliver tailored solutions that enhance customer satisfaction.
• Cross-Regional Collaboration: Partner with manufacturing teams across global regions. You will develop a nuanced understanding of regional differences, learn to navigate cultural considerations, and effectively collaborate with international teams to achieve common goals.
• Networking and Relationship Building: Expand your professional network and build lasting relationships with clients, industry leaders, and subject-matter experts. You'll hone your ability to deliver a high-touch customer experience that fosters trust, loyalty, and long-term partnerships.
• Cross-Functional Collaboration: Work alongside diverse teams across the organization, including Sales, Marketing, Operations, and R&D, to bring customer solutions to life. This experience will enhance your ability to collaborate across functions, understand different perspectives, and drive collective success.

Career growth opportunities- You can expect clear performance goals and recognition for your contributions. You will be presented with opportunities to follow the defined CPM career ladder, or, depending on your aspirations, grow your knowledge by transitioning into a different customer/operations role with the organization that may interest you.

Competitive Compensation- We believe in rewarding top talent for their contributions. That’s why we offer compensation packages that are 15%- 20% higher than the industry average for associate to mid-level roles

Supportive benefits/perks-

• Restricted Stock Unit (RSU)
• Time Off: Benefit from x days of paid time off (PTO), 11 fixed holidays, 1 floating holiday, and x casual leaves.
• Learning & Development: Access to unlimited courses via our Learning Management System (Absorb) for continuous development. Additionally, a dedicated budget supports studies and job-related qualifications.
• Medical/Health Insurance: Health insurance reimbursement up to INR 36k per annum. Coverage includes self, spouse, children and parents
• Group Personal Accident Cover: Medical care and compensation benefits up to INR 25L for accidental injuries.
• Term Insurance: Term insurance premium reimbursement up to INR 12k per annum to secure your family’s financial future.
• Health & Wellness: Health and wellness benefit reimbursement up to INR 10k per annum for gym memberships, fitness classes, equipment purchases and sports court bookings.
• Employee Assistance: Interest-free loans up to INR 2L for emergency financial burdens, repayable over 12 months.
• Dinner Allowance: INR 250/day for office days
• Cab Facility: For same safe hassle free, timely commutes to and from the office Snacks & Refreshments: Stay energized with daily snacks, tea, and coffee provided.
• Fun at Work: Holiday celebrations, happy hours, birthday/anniversary celebrations and many more surprises. Recognition & Rewards: Earn gifts through our quarterly employee recognition program

Interested in learning more? We look forward to hearing from you soon.