Field Service Engineer

Field Service Engineer - Greater Los AngelesVelo3D 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 SpaceX, 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.The Field Service Engineer (FSE) installs, repairs, upgrades, and services 3D printers and supporting equipment for external customers.Near Term Deliverables – First YearParticipate in on-call rotations immediately (with help from team)Demonstrate competency in 2 or more subsystems within 2 monthsComplete all Level 2 (or higher) training within 6 monthsComplete all Level 3 (or higher) training within 9 monthsDeploy to customer sites for on-site assignmentEssential FunctionsFollow procedures to test, operate and maintain 3D printers and related equipmentAssemble and test mechanical, electrical, pneumatic and optics sub-assemblies; demonstrate mastery in one of these areasInterpret manuals, schematics, and wiring diagrams to solve problemsRepair equipment with hand tools and test instrumentsOrder and replace parts as neededCollaborate with others to test, tune, upgrade and adjust equipmentConsult with engineering when needed to resolve problems or to suggest product improvementsInstall and commission equipment according to specificationsFollow protocols for security, safety, access, scheduling, and communicationsProvide specific training and instruction to customers, coworkers, and contract manufacturersSchedule and perform Preventative Maintenance (PM) activitiesCommunicate daily activities, status, and metricsAdvise management regarding customer satisfaction and product performanceParticipate in developing processes, procedures and documentation as directed by supervisorParticipate in team and other assigned meetingsOther duties as needed or requiredEducationRequired: Undergraduate degree from an accredited university in an applicable field such as engineering, computer science, etc.Desired: Master's degree from an accredited university in engineering, business administration or a related field.ExperienceRequired: 5 years of demonstrated experience:Operating and maintaining complicated machines in a lab or manufacturing environmentCustomer-facing field service positionsHands-on repair and calibration of equipmentDesired:Startup experienceMilitary serviceActive security clearanceExperience with semiconductor manufacturing equipmentExperience in the 3D AM marketsOther RequirementsIndependent 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 (escalates 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. 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. 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, 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.Physical DemandsWorking at a desk in an open office environment for extended periods of timeAble to lift a maximum of 100 pounds and stand for extended periods of timeMust be able to travel 25% of the time to customer sitesOther Physical RequirementsMust wear steel-toed boots and protective eye-wearMust wear respirator for certain tasksMay require hearing protectionHigh frequency of computer keyboardingHigh frequency of viewing a computer monitorOther personal protective equipment as applicableWork EnvironmentWork is performed at customer facilities. Work may be performed in emergency and stressful situations and may include handling of hazardous materials.