Field Service Engineer - (Houston / Katy, Texas)

Velo3D is a technology company that provides the industry's most advanced fully integrated metal 3D printing solution for mission-critical parts.

Some of the most pioneering companies, including Honeywell and Lam Research, use the Velo3D solution to drive defense innovation, improve aerospace applications, enhance transportation efficiency, and produce critical oil & gas applications.

While conventional 3D printing and traditional manufacturing methods impose strict design and performance limitations, Velo3D supports true design freedom and allows engineers to build the complex parts they need without compromising performance or quality for manufacturability. In our quest to support tomorrow's innovations, we enable parts to be printed to exact standards of consistency, quality, and repeatability.

Velo3D has been named to Fast Company's prestigious annual list of the World's Most Innovative Companies for 2023. For more information, please visit velo3d.com, or follow the company on LinkedIn or Twitter.

The Field Service Engineer (FSE) is responsible for installing, repairing, upgrading, and servicing 3D printers along with their supporting equipment for our external customers. This role demands a blend of technical acumen, hands-on problem-solving skills, and a commitment to customer satisfaction. The ideal candidate will work both independently and collaboratively, providing expert support and ensuring our equipment meets rigorous performance standards.

Essential Functions

Testing, Operation, and Maintenance:

• Follow established procedures to test, operate, and maintain 3D printers and related equipment.

Assembly & Testing:

• Assemble and test mechanical, electrical, pneumatic, and optical sub-assemblies.
• Demonstrate mastery in at least one of these specialized areas.

Technical Interpretation:

• Interpret manuals, schematics, and wiring diagrams to diagnose and resolve equipment issues.

Equipment Repair:

• Utilize hand tools and test instruments to repair equipment effectively.
• Order and replace parts as necessary to ensure continuous equipment operation.

Collaboration & Troubleshooting:

• Work closely with engineering teams to test, tune, upgrade, and adjust equipment.
• Consult with engineering to resolve complex problems or propose product improvements.

Installation & Commissioning:

• Install and commission equipment according to detailed specifications.

Customer & Team Training:

• Provide training and technical instruction to customers, coworkers, and contract manufacturers.

Preventative Maintenance:

• Schedule and perform preventative maintenance (PM) activities to minimize downtime.

Communication & Reporting:

• Communicate daily activities, status updates, and performance metrics.
• Advise management regarding customer satisfaction and product performance.

Documentation & Process Development:

• Contribute to the development of processes, procedures, and documentation as directed.

Team Collaboration:

• Actively participate in team meetings and other assigned sessions.

Additional Duties:

• Perform other duties as required to support the organization's objectives.

Requirements

• Bachelor's degree from an accredited university in an applicable field such as Engineering, Computer Science, or a related discipline.

• A minimum of 5 years of experience in:

• Operating and maintaining complex machinery in lab or manufacturing environments.
• Customer-facing field service roles.
• Hands-on repair and calibration of advanced equipment.

• Independent operator: Demonstrated ability to perform independently at customer sites, recruiting additional experts only as required. The candidate should be team-oriented, but also self-directed (escalate only after troubleshooting fully) and display a high level of accountability. Must have a valid drivers' license and be able to rent vehicles with their own credit card. Ability to travel for extended periods.

• Effective communicator: Ability to clearly articulate problem descriptions, action plans, priorities and results to customers and internal team members verbally and in writing. Has good computer skills to enter data and record information in reports and databases.

• Attention to details/focus on quality: Aptitude to follow process instructions. Quickly develops understanding of procedures. Mindful of details and acts with accuracy. Ability to maintain a safe and clean workspace, including cleaning and protecting their own tools.

• Committed to results: The Field Service Engineering organization is measured by its ability to maintain machine availability. Candidates should provide examples of completing tasks fully instead of leaving work for others to finish. They should be willing to perform repetitive tasks such as calibrations or preventative maintenance. The ability to work long hours when required to get the job done.

• Technical aptitude: Has prior experience in machine troubleshooting and operation. Demonstrated education or experience in electrical, mechanical, optical, software or another related discipline that strengthens the team. Learn quickly when facing new problems. You can learn and process information from diverse fields. Connect the dots quickly.

• Safety mindset: Demonstrated experience following established safety rules and regulations such as OSHA and LOTO. Can describe why periodic recertification and site-specific requirements are important to customers. Prior experience with CPR, AED, Fire extinguishers or ERT are pluses.

• Cool under pressure: Understands and reacts appropriately to customer escalations, potentially diffusing tense/stressful situations through active listening, note taking, empathy and redirecting conversation toward problem solving and resolution. Acts quickly to address problems and communicates status throughout the process.

• Acts with Integrity & Trust: Widely trusted, direct, truthful and is a person of high character. Acts consistently and in line with a clear and visible set of values and beliefs. Shares appropriate information at the right level with the right parties at the right time. Passes all background checks.

• Ability to be authorized for work in government and medical facilities. Current or past security clearances are a plus.

Desired:

• Startup experience.
• Military service background.
• Active security clearance.
• Experience with semiconductor manufacturing equipment.
• Familiarity with 3D additive manufacturing (AM) markets.

Physical Demands

• Working at a desk in an open office environment for extended periods of time
• Able to lift a maximum of 100 pounds and stand for extended periods of time
• Must be able to travel 75% of the time to customer sites
• You must wear steel-toed boots and protective eyewear
• You must wear a respirator for certain tasks
• May require hearing protection
• High frequency of computer keyboarding
• High frequency of viewing a computer monitor
• Other personal protective equipment as applicable

About the Company:

Velo, Velo3D, Sapphire and Intelligent Fusion are registered trademarks of Velo3D, Inc. Without Compromise, Flow, Flow Developer, and Assure are trademarks of Velo3D, Inc.

With the only SupportFree laser powder bed fusion capability, we enable on-demand manufacturing of production quality Titanium, Inconel, and Aluminum parts with an unprecedented degree of design freedom and quality control. The VELO3D award-winning solution includes an integrated offering of hardware and software: Sapphire metal AM production printer, Flow print preparation software, Assure quality assurance and control system, and an integrated manufacturing process that runs throughout the printing operation.

Our team enjoys excellent benefits including healthcare coverage and 401(K) employer contributions. We believe in transparency and recognizing exceptional efforts through our monthly all-hands meetings and team member appreciation awards.

Our job titles may span more than one career level. The starting base salary for this full-time position is between $100,000 and $120,000. This salary range reflects the minimum and maximum target for this position in the U.S. The actual base pay is dependent upon many factors, such as work experience, job-related skills, related education, work location, and market demands. The base pay range is subject to change and may be modified in the future. In addition to a competitive base salary and a comprehensive benefits package, this position may be eligible for other forms of compensation such as participation in a bonus and equity program, as applicable.

Velo3D provides equal employment opportunities to all employees and applicants for employment without regard to, and prohibits discrimination and harassment based on, race, color, religion, age, sex, national origin, disability, medical condition, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.