Field Service Engineering Director
Velo3D
Remote
Posted on Thursday, August 31, 2023
Velo3D 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.
Velo3D has been named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2023. For more information, please visit velo3d.com, or follow the company on LinkedIn or Twitter.
POSITION OVERVIEW
The Field Service Engineering Director will be responsible for continuing to build, train, and optimize a world-class Customer Support organization that onboards new customers and delivers installation, preventative maintenance, and repair of Velo3D equipment to global customer locations.
NEAR TERM DELIVERABLES
- Complete classroom and hands-on technical training within the first 6 weeks
- Establish relationships within the Customer Service department and cross-functionally
- Partner with the VP of Customer Support to create a plan to increase fleet availability and Net Promoter Score (NPS), leading to repeat sales with customers.
ESSENTIAL FUNCTIONS
- Hire, train, and manage service team members, to support growth
- Provide technical instruction and leadership on installs, repairs, operations, and calibrations.
- Coordinate team member tasks, as well as service schedules and work orders
- Ensure ongoing safety training is provided to team members, and drive a safety culture
- Participate in the sales process by presenting the expected customer service experience
- Engage with TAMs to deliver customer onboarding training
- Conduct daily priorities meetings with FSEs
- Communicate activities, status, and metrics including availability and utilization to management
- Participate in quarterly business reviews with customers
- Advise management regarding customer satisfaction and product performance
- Act as support and an escalation point for customer issues and needs
- Prepare quotes and process purchase orders for spares, consumables, upgrades
- Review and collaborate with the Operations department to maintain appropriate inventory stocking levels
- Participate in developing and maintaining processes, procedures, and documentation
- Participate in team and other assigned meetings
- Other duties as needed or required
EDUCATION
- 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 mechanical engineering, business administration, or a related field.
EXPERIENCE
- Required:
- Minimum of 10 years’ experience building and leading customer service organizations for complex capital equipment products sold to industrial customers requiring high quality and criticality
- Experience in hardware customer service: installation, training, field service, maintenance & repair, spares management, and preventive maintenance consulting
- Desired:
- Startup experience
- Military service
- Experience with semiconductor manufacturing equipment
- Experience in the 3D AM markets
About the Company:
Velo, Velo3D, Sapphire and Intelligent Fusion are registered trademarks of Velo3D, Inc. Without Compromise, Flow and Assure are trademarks of Velo3D, Inc.
Our team enjoys excellent benefits including healthcare coverage and 401(K) employer contributions. We believe in transparency and recognizing exceptional efforts through our monthly all-hands meetings and team member appreciation awards.
Our job titles may span more than one career level. The starting base salary for this full-time position is between $140,000 and $165,000. This salary range reflects the minimum and maximum target for this position in the U.S. The actual base pay is dependent upon many factors, such as work experience, job-related skills, related education, work location, and market demands. The base pay range is subject to change and may be modified in the future. In addition to a competitive base salary and a comprehensive benefits package, this position may be eligible for other forms of compensation such as participation in a bonus and equity program, as applicable.
Velo3D provides equal employment opportunities to all employees and applicants for employment without regard to, and prohibits discrimination and harassment based on, race, color, religion, age, sex, national origin, disability, medical condition, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.