Engineer Customer Service
Resume:
Lathtana Leslie Oudomvong
Pataskala, OH 43062
**********@*****.***
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Profile Summary
Experienced field service engineer who has worked in both lab and
manufacturing environments. Daily work included mechanical, electronic,
network, and software maintenance and troubleshooting. Extremely adept
with MS Outlook, Excel, Word, Power Point, SAP, and learned how to use many
different customer-developed data input and tracking software systems on
both Linux and Windows operating systems.
Work History
Mar 2001 - May 2010 Field Support Engineer II
Hitachi High Technologies of America
3935 NW Aloclek Place # C300
Hillsboro, OR 97124
Responsibilities:
Equipment Installation, Maintenance, Repair, and Demolition:
Scheduled and performed preventive maintenance of electron microscopes.
Diagnosed and repaired mechanical, electronic, network, and software
aspects of equipment malfunctions.
Responsible for managing the care of several small clients simultaneously,
before being assigned to manage one large client as part of a group.
Have been the primary FSE responsible for management on a large scale
retrofit installation project lasting several months.
Worked with our in-house software development group on installing a large-
scale beta project for automated synchronization of data to and from a
Linux server.
Created Power Point presentations of troubleshooting history for major
equipment or project issues for discussion in meetings.
Created and emailed the daily and weekly Excel status reports on customer
equipment status.
Have created documents containing the repair procedures (SOPs) for use by
other engineers upon resolving new problems.
Customer Management:
Multi-customer:
Called to schedule preventative maintenance. Answered calls to resolve
issues over the phone, or determine if I needed to make an on-site visit.
Occasional customer service health check calls.
Single customer:
Face to face daily morning meetings with the customer to discuss new
issues, any overnight developments in ongoing issues, and agree on the
action plan for the day. Communication of work in progress status via text
throughout the day. Phoned the customer at the end of day to relay end-of-
day equipment status and make tentative next day plans.
Inventory Management:
Calling and ordering parts, consuming them in the SAP data management
system, and quarterly auditing.
Training:
Assisted with on-the-job training of new employees.
Education
Nov 1997 - Mar 2001 DeVry University
Columbus, OH
Bachelor of Science Electronics Engineering Technology
Sep 1993 - June 1997 Connell High School
References
*Phone numbers can be provided upon request
Chris Leedle Sr. (West Regional Service Manager, RF Technologies)
Stefanie Molden (Engineer, Intel Corp.)
Chuck Lester (Sr. Field Support Engineer, Hitachi High
Technologies)
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