RPS Service Engineer

Velo3D•Fremont, CA

7d•$105,000 - $140,000•Hybrid

About The Position

The On-Site Service Engineer installs, repairs, upgrades, and services 3D printers and supporting equipment for our internal print shop, "Rapid Production Solutions." Reporting directly to the Field Service team, this engineer will treat the internal shop with the highest standard of customer service—troubleshooting issues, identifying root causes, and rapidly implementing solutions to minimize downtime. The primary goal of this role is to maximize the utilization and production availability of our printers. While primarily based at the Lakeview site, this role requires up to 20% travel to support other locations or field needs as required.

Requirements

Undergraduate degree from an accredited university in an applicable field such as engineering, computer science, etc.
5 years of demonstrated experience: Operating and maintaining complicated machines in a lab or manufacturing environment
5 years of demonstrated experience: Customer-facing field service positions
5 years of demonstrated experience: Hands-on repair and calibration of equipment
Independent operator: Demonstrated ability to perform independently at customer sites, recruiting additional experts only as required.
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.
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.
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.
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.

Nice To Haves

Master’s degree from an accredited university in engineering, business administration or a related field
Startup experience
Military service
Experience with semiconductor manufacturing equipment
Experience in the 3D AM markets
Prior experience with CPR, AED, Fire extinguishers or ERT are pluses.
Current or past security clearances are a plus.

Responsibilities

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