1. BARRY E. MIKOLUK
52 Stonegate Road
Chelmsford, MA 01824
(978) 387-7560
Solidscape, Inc.
1 / ’03 – present Director of Customer Service
Solidscape is a leading manufacturer of high-precision 3D printing systems.
I joined this organization to lead the service department from being a break-fix type
operation into becoming a world class Customer Technical Support operation
providing technical support, training and repair services to end users and channel
partners worldwide.
Responsibilities and achievements:
- Responsible for the day to day leadership of a technical support operation
providing “Best Possible Service” worldwide in support of over 5000 printers, 45+
Value Added Resellers and 2000+ end users.
- Oversaw the growth and development of a skilled technical support team
providing 2nd & 3rd level support.
o Established guidelines and departmental policies for case handling and
tracking in Sales Force
o Capturing failure data necessary for performance analysis, problem type,
call status, open/close data, parts usage and warranty/MSA/billable
information.
- Develop Technical Service strategies to help the organization achieve strategic
goals and objectives.
- Define and implement short and long-term tactical Operations plans in support of
channel development
- Guided development and implementation of the VAR Technical Training program
enabling our resellers to provide ‘Best in Class’ first line service to Solidscape
Users.
o Factory Training classes, technical certification program, annual regional
workshops
o Product and technical updates provided via webinars
o Implemented Advanced User Training program
- Responsible for developing and distributing Technical Alerts and Bulletins to the
field
o Software and hardware updates
o Establish a VAR Portal providing access to an online library of
maintenance, remedial and troubleshooting guidelines.
- Act as primary input into the company for VOC issues and concerns
o Develop and use metrics to monitor and determine product performance
in the field
 Out of Box, Early Life, Incident per Printer and Failure Pareto
tracking
 Manage and support problem escalation activities working
closely with internal teams to get to resolution
o Participate in several cross functional teams providing input for and
driving VOC issues to improve the overall customer experience with
Solidscape products
 PMT, NPI, R&D, Manufacturing and Engineering
o Making technical suggestions regarding modifications to documentation,
product performance and failure analysis.

2. o Established an in factory “True Customer Experience’ program intended
to provide early insights into field performance expectations allowing for
the rapid development of ‘fixes’ and enhancements to improve the
customer experience.
- Established guidelines and metrics to direct and monitor Return to Factory repair
activity
o Ensuring fast turnaround and detailed repair findings reported out to
customer , VAR and internal teams
- Developed and implemented a series of User Satisfaction Surveys to measure
service delivery as well as product performance and NPS metrics
o Out of Box Experience, 90 Day Experience and Annual Customer
Satisfaction Survey.
- Extensive personal travel meeting with resellers and customers worldwide each
year.
o Provides first person VOC exposure