Meg Myers Kealey on Carving her Services Career Path
Meg Myers Kealey has been at Formlabs since July 2017. She started as a pro services agent, handling phone calls and cases and assisting with front line support. Six months later, she was promoted to squad captain and managed a small team of pro services agents while still working with customers. After nine more months, Meg grew into the direct services lead role, managing the squad captains and working with our chief business officer to set team goals and hire new Formlings.
Meg is now the global services operations lead. Her responsibilities include ensuring the services team is running smoothly by working with the systems team to improve their tools, writing an internal weekly newsletter, and equipping the team with resources for success.
Read on to learn more about her experiences at Formlabs, her best days at work, and see her favorite 3D print!
How did you find Formlabs?
I found Formlabs through Glassdoor. I was searching for positions at companies that were established, but still had the vibe of a startup. I wanted to have agency in my role and contribute to the growth and development of the company, but at a place that had been around for more than a couple of years.
What jobs did you have before starting at Formlabs?
I have a degree in mass communication, and I had part-time jobs since high school that were mostly in customer service. I really enjoyed helping people, so I found that interest early on. Before Formlabs, I worked as a sewing machine technician. In this role, I repaired sewing machines and taught classes on how to use them. As a machine tech, my role had elements of customer service, technical know-how, and teaching, which paired really nicely with the opportunity in services at Formlabs.
How has your role at Formlabs contributed to your career goals?
I discovered that I have a skill and passion for project management, which is something I didn’t have much experience with when I first started. As I’ve progressed through my roles, my lead has encouraged me to take on more responsibility in directing projects and to really own them. I can see myself growing into a project management position, which is something the team at Formlabs has helped me discover.
What was your favorite project you’ve worked on?
We recently redesigned the way the services team at the Somerville office answers support requests. Before the redesign, each agent would take a case and own it from start to finish. We found there was frequently an unequal distribution of caseloads among agents. To improve our team efficiency, the squad captains and I redesigned that system by creating a shared queue. Now, the next available agent can assist a customer right away instead of having the customer wait until the agent who originally responded is available. I really enjoyed this project because I was able to collaborate with other teams while improving a process I was passionate about.
Can you tell me about your best day at work?
I have two favorite days at work. The first was this past December when I visited our Berlin office for the first time. I was a little nervous at the time because I was adjusting to my new responsibilities as the services operations lead. As soon as I arrived, everyone in Berlin was welcoming and encouraging. They had already set up meetings for me to make sure I got acquainted with the team and ensure that I could hit the ground running. It was amazing to see that the Formlabs culture we have in Somerville is also in our Berlin office.
My second favorite day was when our sales and services teams had our go-to-market meetings recently. Both teams spent the day in breakout sessions to work on challenges our teams are facing — it was a time for everyone to share ideas and help us improve. At the end of the day, we went out to dinner in random groups. It was very rewarding to be able to collaborate and problem-solve while also meeting other employees who I hadn’t had the chance to interact with before.
How would you describe Formlabs in three words?
Growing, accepting, and fun.
Is there any advice you would give someone interested in applying to Formlabs?
Go for it! If you’re interested in Formlabs and the opportunities we have, just apply. Most importantly, let us know what you’re excited about, even if 3D printing isn’t at the top of the list. We are a team of passionate people and you don’t have to be an expert in CAD or 3D printing technology to be a top candidate. Let us know what drives you and excites you, and let your passions shine through.
What’s your favorite 3D print?
Buttons! I try to make everything I wear, including a jacket that I wear all the time. Finding fabric for my clothing is always easy, but finding buttons to match can be tricky. For my jacket, none of the buttons I had in the right color were the right size. So, I printed my own buttons in Black resin from a file I found on Pinshape.
Formlabs is growing quickly, and we’re always looking for talented individuals, like Meg, to join our team. Head over to our careers page to learn about opportunities at Formlabs, and help us build the future.