Customer Service Engineer

Dennis E. Jackson

**** ******* **. ****** ** ****1

719-***-**** (home) email: ****************@*****.***

Summary of Qualifications

Equipment technician with years of experience using electronic equipment, lasers, computers and sophisticated computerized systems. Enjoys customer contact, quality control, long-range service planning and training co-workers and customers. Reputation for providing excellent customer service and satisfaction. Extensive experience equivalent to a Bachelor’s.

Professional Experience

Laser Maintenance Technician, Keysight Technologies 2015-

Calibrated and repaired EDI CO2, LS and ESI Yag lasers that were used to make custom semiconductor devices. Also maintained various rack mounted test equipment.

Customer Service Rep, Skyline Products 2011-2015

Tested electronic traffic management signs for state departments of transportation. Conducted training classes for government workers and private contractors on operating and maintaining signs. Provided phone and online support for field maintenance. Programmed, repaired and tested various controllers and circuit boards in house.

Maintenance Technician/Diffusion Operator, Atmel 2003- 2011

Repaired and maintained semiconductor memory test equipment. Operated semiconductor manufacturing equipment in diffusion and etch areas. Work involves loading and unloading equipment, then measuring wafers with various test equipment and recording results.

Field Service Engineer, KLA-TENCOR Instruments 1995-2002

Installed and maintained computer-driven semiconductor test equipment to operate to specifications agreed to by KLA-Tencor and customers. Worked with customer to diagnose equipment problems; traveled to customer sites to repair malfunctions and provide training.

Frequently acted as service manager to ensure experienced coverage during service manager’s absence.

Evaluated proficiency and provided additional training to new field service and tech support employees.

Customer Service Engineer, Park Scientific Instruments 1994-1995

Installed, diagnosed and repaired AFM and STM microscopes. Conducted on-site training for customers.

Implemented new phone support process to prevent unnecessary service calls and customer downtime.

Organized documents and schematics of older AFMs into manuals to reduce repair times.

Service Engineer, Sunrise Technologies 1991-1994

Provided on-site customer service, phone support, and depot repairs for medical lasers.

Presented key findings of service repairs at R&D meetings that enhanced accuracy of data used to upgrade and develop new products.

Provided upper management with direct feedback from customer sites.

Field Service Engineer, Meditec Lasers 1986-1990

Installed and serviced medical Argon, YAG and Dye lasers in the U.S. and Central America; provided customer training; traveled extensively.

Electronic Test Technician, Emerson Electric 1982-1985

Performed calibration and acceptance tests for the B-52s ASG-21-gun system; improved TOW Vehicle and the Depot Automatic Test Station for Avionics; repaired Line Replaceable Units and circuit cards using various test equipment and automatic test stations.

Military Experience

24 GIT, U.S. Army 1978-1982

Repaired Continuous Wave Acquisition Radar, Automatic Data Processor, Tactical Display Engagement Control Console, and Interrogator (IFF) Radar. Work involved troubleshooting with schematics and fault isolation procedures and replacing components and circuit cards, and use of test equipment. Honorable discharge, secret clearance.

Education

Network Administrator CBT * General Studies Degree (in progress)

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