Velo3D1mo ago

Field Service Engineer - (Houston / Katy, Texas)

HoustonRegular, Full Timemid

Field Service EngineerSkilled Trades & Field Services

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Quick Summary

Requirements Summary

Understands and reacts appropriately to customer escalations, potentially diffusing tense/stressful situations through active listening, note taking,

Technical Tools

Field Service EngineerSkilled Trades & Field Services

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.

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.

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

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.