In the evolving landscape of the manufacturing industry, metal 3D printing stands as a relatively recent innovation. With its emergence, few individuals boast a career spanning a decade—let alone two—like Keith Dubose, the Global Director of Technical Account Management at Velo3D. Over his 16-year tenure in additive manufacturing, Keith has amassed invaluable expertise. Today, we engage with Keith to delve into his journey within additive manufacturing and explore how his versatile skill set contributes to Velo3D’s customer support strategies, ultimately fostering customer success.
Also, one of my passions is building organizations. I have worked for many startups, and it takes a lot of work to get a company from a technology provider to a business unit. During these times, it’s very much a struggle, but it’s also extremely rewarding because you make an impact on the organization and the people in it. Most people that have the drive to get through these difficult times in a company’s history will always look back and remember these as the “Good Ole Days.”
We’ve learned about your extensive experience in additive manufacturing. Could you elaborate on your background and your journey into this industry?
Having served nearly a decade in the US Navy as a Fire Controlman, I transitioned into the technical sector post-enlistment, focusing on high-powered lasers. Soon after, I made a swift move into 3D printing, albeit before it was commonly termed as such or known as additive manufacturing. During that era, it was referred to as Direct Metal Laser Sintering, with some machines utilizing CO2 lasers in their technology. However, the resulting products were often unusable due to their high porosity and lack of density.
Over the span of nearly two decades, I have immersed myself in various technical roles within the customer service industry. My journey began as a Field Service Engineer and evolved through roles including 2nd Level Technical Support, Maintenance Supervisor, Technical Training, Regional Service Manager, Technical Support Manager, Head of Service, and Senior Technical Account Manager. Recently, I’ve been honored with a promotion to Global Director of Technical Account Management at Velo3D.
So, you’ve been in the additive manufacturing industry for quite a while. What made you decide to come to Velo3D?
Blame Alwyn Pryse! Alwyn and I have worked together for 16 years. He reached out to me and said there was a great opportunity for me at Velo3D where I could help shape the company. I really enjoy working with customers and developing long-term relationships with them. This position gives me the opportunity to continue in a customer facing capacity.
Also, one of my passions is building organizations. I have worked for many startups, and it takes a lot of work to get a company from a technology provider to a business unit. During these times, it’s very much a struggle, but it’s also extremely rewarding because you make an impact on the organization and the people in it. Most people that have the drive to get through these difficult times in a company’s history will always look back and remember these as the “Good Ole Days.”
Keith and Alwyn
What was the biggest surprise about coming to work at Velo3D?
The collaboration to support the customer is like nothing I’ve seen before. I have worked for several companies in the industry, and I have never seen a team that works together this closely—top to bottom—to resolve issues. The entire organization is willing to work directly with the customer to make them successful and root out underlying issues. It is not unusual to have calls with customers that include Service, Process Engineering, Hardware Engineering, Applications as well as management. Customer centricity is a slogan for a lot of companies, but here it is a culture.
Customer centricity is a slogan for a lot of companies, but here it is a culture
Can you elaborate on why it has been uncommon to observe such collaboration at previous companies?
At my previous workplaces, there were occasions where despite knowing that a machine was operating within specified parameters, other departments hesitated to address an issue until exhaustive efforts were undertaken to validate our initial assessment. This approach often resulted in internal discord and eroded trust with the customer.
However, here at Velo3D, our engineers, scientists, and support teams collaborate seamlessly, demonstrating a proactive and unified approach to addressing challenges. For instance, during a recent incident with a customer encountering issues with newly released hardware, our process team swiftly engaged. Recognizing that the hardware introduced additional variables beyond the customer’s preparedness, our team coordinated multiple discussions with the customer. Together, we devised a comprehensive action plan. We have since initiated rigorous testing to validate the hardware revision, ensuring customer satisfaction.
This level of interdepartmental cooperation is unparalleled in my experience. It not only facilitates problem-solving but also fosters a supportive environment, even during the most demanding situations. It’s always a TEAM approach at Velo3D.
You recently assumed the role of Global Director, Technical Account Management. Could you provide insight into what your day-to-day responsibilities entail in this new position?
My main responsibility is ensuring customer success. Most days, I spend my time talking to customers and coordinating with them on installations, maintenance, and support requests, as well as ensuring the right people are engaged when they have questions. I work very closely with my Sales Directors and Business Development counterparts with the mutual goal of making our customers successful. Ultimately, my goal is to streamline and standardize our practices across the organization and elevate the level of support the whole organization provides to the customer.
What’s been your favorite project you’ve worked on here at Velo3D?
Working with the Technical Account Management team and specifically Gerry Matarazzo to develop a training program for customer awareness was very rewarding. It’s been helpful in educating newer employees in working with customers through the troubleshooting process, and escalating issues as needed. I have a lot of experience in this area and “experience” is never gained by doing the right thing. It takes a lot of bumps and bruises along the way to learn what to say or do (and what not to say or do). If I can contribute to the skill set of the team and keep them from having to learn things the hard way, I feel that “experience” was worth it.
It’s always a TEAM approach at Velo3D
What motivates you in your work in customer success?
I genuinely enjoy seeing customers succeed with their solutions. A wise man once told me “Keith, it’s all about parts in a box.” That means that if the machine runs and the parts make it through the printing, finishing, and quality processes, they will then get to the shipping department packed in the box.
When our customers put parts in a box, that’s when we are successful, and that’s what motivates me!
Call out text “When our customers put parts in a box, that’s when we are successful, and that’s what motivates me! “
Can you share something unique about yourself that most people may not know?
I love adventure. I am really a thrill seeker at heart, even though my old body doesn’t keep up as well as it used to. I rode bulls in high school as part of my quest for adrenalin. This contributed greatly to “my old body.”
I am also the 7th of 7 children. My parents had 6 kids then 14 years later had me. It was great to grow up in a big family and when we all get together it’s quite a sight. With spouses and kids, we have nearly 50 people in my direct family.
I understand you have a passion for leatherworking. Could you elaborate on that hobby and shed light on how you unwind outside of your duties maintaining Sapphire printers?
I have a lot of hobbies. One of them is leatherworking.
As a Technical Account Manager, there’s never really a finish line—No light that comes on when your job is done. You’re always working towards the next thing, solving the next problem. I like working with my hands and I started making belts, wallets, and bags. It gives me a satisfaction that I don’t get in my work life. I can get a finished product and find that finish line. It’s a good balance.
I cherish moments with my family, although with both my daughters now off to college, we find ourselves craving more of that time together. I have a profound love for the outdoors, particularly being on the water, where I enjoy fishing from my kayak. Staying active is important to me, and I typically hit the gym 5-6 days a week. To balance the intensity of workouts, I find solace in regularly cooking barbecue! My favorite thing to cook is pulled pork.
