Field Service Engineer

Velo3D is a metal 3D printing technology company. 3D printing—also known as additive manufacturing (AM)—has a unique ability to improve the way high-value metal parts are built. However, legacy metal AM has been greatly limited in its capabilities since its invention almost 30 years ago. This has prevented the technology from being used to create the most valuable and impactful parts, restricting its use to specific niches where the limitations were acceptable.

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

The Field Service Engineer (FSE) installs, repairs, upgrades, services and trains customers on our 3D printers and supporting equipment at our customer sites. While the role is home based, with a primary focus at our local customer in Bordeaux, traveling to support other customers and team members within the EMEA region is critical for success.

**Near Term Deliverables - First Year**:

- Become a driver for customer success
- Demonstrate competency in 2 or more subsystems within 3 months
- Complete all Level 2 (or higher) training within the first 6 months
- Complete all Level 3 (or higher) training within the first year
- Deploy to customer site for dedicated on-site assignment

**Essential Job Functions**:

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Follow procedures to test, operate and maintain 3D Printers and related equipment
- Assemble and test mechanical, electrical, pneumatic and optics sub-assemblies; demonstrate mastery in one of these areas
- Interpret manuals, schematics, and wiring diagrams to solve problems
- Repair equipment with hand tools and test instruments
- Order and replace parts as needed through our ERP system
- Collaborate with others to test, tune, upgrade and adjust equipment
- Consult with engineering when needed to resolve problems or to suggest product improvements
- Install and commission equipment according to specifications
- Follow protocols for security, safety, access, scheduling, and communications
- Provide specific training and instruction to customers, coworkers, and contract manufacturers
- Schedule and perform Preventative Maintenance (PM) activities
- Communicate daily activities, status, and metrics through our CRM system
- Advise management regarding customer satisfaction and product performance
- Participate in developing processes, procedures and documentation as directed by supervisor
- Participate in team and other assigned meetings
- Other duties as needed or required

**Education**:

- Required: Electromechanical higher-level qualification, or similar discipline within the field of engineering.
- Desired: Undergraduate degree from an accredited university in an applicable field such as engineering, computer science, etc.

**Experience**:

- Required
- 5 years of demonstrated experience:

- Operating and maintaining complicated machines in a lab or manufacturing environment
- Customer-facing field service positions
- Hands-on repair and calibration of equipment
- Desired:

- Startup experience
- Experience in the 3D AM markets
- Experience with semiconductor manufacturing equipment
- Military service
- Active security clearance

**Other Requirements**:

- 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.
- 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.
- 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. Learns quickly when facing new problems. Can learn and process information from diverse fields. Connects 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, showing ability to diffuse 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 Integri