Customer Service Engineer

ERIC W. KART

Address: **** ********* *****, ****# ***, Frederick, MD 21701 Phone: 804-***-****

Email: ***********@*****.***; LinkedIn: http://www.linkedin.com/pub/eric-kart/b/19b/95b

SUMMARY

An Electronics Engineer with experience in debugging, maintenance, repair, and testing of IVD

instrumentation and Semiconductor systems for over 15 years. A diligent results oriented person

who can provide reliable and innovative solutions to engineering and production issues.

AREAS OF EXPERTISE

Team Leadership / Technical Training / Production Support / Process Improvement / System Upgrades

/ Procedure Creation / Prioritization / Scheduling / Resource Organization / Root Cause Analysis

PROFESSIONAL EXPERIENCE

QIAGEN Sciences Inc., Gaithersburg, MD 2009 – Present

Sr. Service Technician promoted to Associate Manager, R&D Test & Support Engineering

Manage the in-house service and reliability engineering department in an FDA regulated

instrumentation R&D environment.

• Increased department capacity 33% while expanding role from installation and repair, to

configuration control and reliability testing. Department has released 200+ Service Bulletins

documenting installation, upgrade, and repair procedures.

• Led critical system upgrade for 24 R&D instruments. Organized resources from several

departments to complete upgrade 100% on-time and functional, receiving a QIAGEN Spot

Award.

• Working with US and international vendors to capture reliability issues verify their

resolution and document upgrades.

Infineon Technologies / Qimonda North America Corp., Sandston, VA 2004 – 2009

Metrology Equipment Technician

Maintained, troubleshot, documented, and corrected the entire Metrology equipment portfolio in the

front-end wafer memory-manufacturing environment.

• Point-of-Contact Supervisor for Rockwell Automation / Anorad PLC gantry systems internal

to the AMAT, Thermawave, and KLA-Tencor toolsets.

• Responsible Technician for decommissioning toolsets during insolvency

• Developed work around for software corruption due to Vendor software upgrade, keeping

equipment operational. Received an “On the Spot” award.

ParTech Microsystems, Austin, TX 2004 - 2004

Field Engineer

Enhanced the customer base with timely and accurate service of Networked Point of Sale

equipment. Operated within the inclusive areas of Austin and San Antonio Texas. Managed the

customer base and parts inventory with no direct supervision in area.

• Graduated at the top of the training class and fourth overall in the history of the training

program for the company.

• Assisted customer in getting store from down state to working order after the customer self-

implemented a software upgrade that failed. Register and network system was completely

down and workers were taking orders by hand on paper. Received a customer service award

for action, “Above and Beyond” the call of duty.

• Showed willingness to work extra hours to get the job done. Working 70+ hours a week

(January through April) as extra resources to assist were at a minimum.

Applied Materials, Austin, TX 2000 - 2003

Customer Engineer for Motorola MOS13

Tasked with taking care of the customer with installation, and optimization of their Semiconductor

Metrology equipment. Complete preventive/corrective maintenance on Metrology equipment,

writing procedures and relevant documentation.

• Demonstrated willingness to respond, when resource allocations were at a minimum.

Prevented lost equipment up time of greater than 50%, for a period of 45 days, on two

different platforms. Received a regional award for customer service.

• Responded to urgent production line down on SEM tool, while two million dollars’

worth of product was backing-up. Worked throughout the weekend, bringing the system up

and relieving the backlog. Received a regional award for customer service.

• Initiated the written documentation and validation of the preventive maintenance

procedure for the WF736 platform. This increased equipment up time and customer

confidence, by improving platform reliability and product quality.

• Substantiated correlation of equipment in order to alleviate differentiation of readings

across tools. Drastically improved up-time to above 90% levels and decreased false defect

detection 7%.

• Installed and evaluated equipment modification in order to alleviate chronic platform

issues. Increased customer satisfaction and confidence. Reducing vibration and induced

down time over 10%.

Anorad Corporation, Hauppauge, NY 1998 - 2000

Field Service Engineer

Provided for customer needs on-site by installing, training, correcting, maintaining, and upgrading

Anorad’s lines of computer controlled robotic motion platforms.

• Two most significant service calls were in Massachusetts and Virginia on two different

controller platforms. Virginia was an emergency line down, where the customer was losing

$100K in revenue per hour. Was Successful in the completion of both calls within 24 hours.

Received a company-wide recognition certificate.

• Provided the supervision, and support for the update of customer equipment in order for

them to meet their new performance capability specifications. Increased the accuracy above

5% and improved the reliability over 15% of older linear motor stage equipment.

• Designed and produced an interface between controller and stage motors for tool-building

customer. Due to the down system, was able to pool resources to expedite corrective

measures. Tool returned to production within customer’s holiday-shutdown period resulting

in 0% loss of customer up time.

TECHNICAL EXPERTISE

Computer Systems: UNIX, CNC & ACSPL / WINDOWS 98/2000/XP/NT/7, OS X, MS Office

Manufacturing certification: VCATS Certified

Troubleshooting & Repair of: Interferometer Setups, Rockwell/Allen Bradley PLC, Motor Drive

Systems, Encoders, Gantry Systems, Lasers and Optic Benches, Electronics, Electrical,

Electromechanical systems, Mechanical Assemblies, Pipettor Systems, Pneumatics, and Hydraulics

Other Skills: Blueprint Creation, Schematic Interpretation, Machining, Modifications

EDUCATION

DeVry Institute, North Brunswick, NJ 1995 - 1997

Associates in Applied Science in Electronics Engineering Technology with Honors 3.81/4.0

GPA

2

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