Field Service Engineer - Detroit

at  Velo3D

POSITION OVERVIEW:

The Field Service Engineer (FSE) installs, repairs, upgrades, and services 3D printers and supporting equipment for both internal and external customers. This Detroit role will support a customer base local to Detroit and travel through the surrounding East region as needed.

EDUCATION

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• Required: 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.

EXPERIENCE

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• 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
• Military service
• Experience with semiconductor manufacturing equipment
• Experience in the 3D AM markets

OTHER REQUIREMENTS

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• 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 (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.

OTHER PHYSICIAL REQUIREMENTS

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• Must wear steel-toed boots and protective eye-wear

• Must wear 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

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• 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
• 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
• 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