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Manager Customer Service

San Diego, California, United States
April 24, 2018

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Paul Eisan

***** ******* ***, *** *****, CA ***** 858-***-****


Operations Staff Manager with twenty years experience in the RF, NPI, and production environments. Versatile skill set with experience leading technical, engineering and IT teams.



Operations Manager, Staff. San Diego, CA 3/05 - Present

Responsible for managing a 24/7 Test Operations team for several labs running NPI for Qualcomm’s current and next generation chipsets. Directly supervised support engineers, mechanical engineers, IT developers and management of the technician teams on the test floors. Responsible for oversite and scheduling of 80+ System on Chip testers including manpower, automation equipment, and work instructions. Also responsible for scheduling 200+ lab benche projects, staffing and automation.

Led teams that supported RMA testing, hardware bring-up, handler analysis and buyoff, handler kit design and quality inspection for integrated chips.

Led a project to streamline the data capture of method of hardware. Took four in house tools and expanded their functions to capture first time failure of hardware, SAT (Semiconductor Assembly House) and in-house repair data. Setup protocols for the SAT’s to send repair data to a warehouse to update the in-house Asset Manager with current hardware status. The system also created first pass results of hardware and captured repair data which was broken down to responsible parties to improve future builds.

Was a key contributor for: The test instruction database for engineers and technicians which reduced overall errors in both written instructions and technician execution of tests. Tester Allocation System (TAS) designed as an international scheduling tool which flagged staff and equipment shortages and tracked department charges. The Test Data Record System used for capturing test data results and recording issues during tests. Materials Quality Data System (MQDS) that streamlined the QA process inspecting and monitoring chip progress before customer shipment. All these systems were integrated to pull data through the production process and was tied into Agile. Integrated a maintenance work order database with SharePoint to create work orders and log books for a low cost solution with many features.

Was a key contributor to develop on a project with an outside vendor to create a warehouse system tool from initial design through software launch that integrated storage locations and vertical lift modules for easy checkout, tracking and status of inventory. I was then responsible to duplicate the system at three other test centers.

Was a key contributor on a team for a 10-million-dollar build-out of a new test floor within Qualcomm to accommodate additional ATE testers, handlers and probers. Also, led many projects using WorkFront application.

Using Workfront, I streamlined the weekly and monthly reporting, KPI and employee review and self evaluation process. This also streamlined projects and the review process for all reports as well as organized the work of the key players within Operations.

Took responsibility of the Maintenance team due to the team’s poor performance, customer service, and morale. Made the team respected and appreciated by our customers and increased overall morale. Overhaled the maintenance system by creating an automated system first in SharePoint and then creating specs for an IT build. Was a key player in merging the Digital and Analog test teams into one, which reduced overhead and allowed for shared resources.

Launched and released a 5S program on our test floors.

Worked on a team for service contracts for Qualcomm’s SOC testers.

Twice received the highest recognition reward, once for increasing world wide utilization of systems and another for managing a last minute commercial shoot request.

Kyocera Wireless/Qualcomm Personal Electronics

Lead Manufacturing Supervisor San Diego, CA 10/96 - 3/05

Directly supervised 40 to 140 employees as manufacturing supervisor for seven years. Assessed problem areas and developed procedures to quickly and efficiently remedy repair and manufacturing issues. Supervised production lines in a fast-paced, goal-oriented environment. Hired technicians and employees to set up new technical areas.

Worked closely with engineers to provide root cause diagnoses of failures and solutions to increase production yields and capacity. Assigned repair duties and positioned personnel to best utilize their skills or resolve defects. Provided feedback to other departments to improve yields and alert them of poor workmanship, defective parts, and manufacturing errors. Established new processes that have increased the efficiency of the repair team such as new scrap procedures, a more efficient data entry system, and rework processes that increased capacity and reduced headcounts on the projects.

News/Sports Microwave

Technician and Machinist Spring Valley, CA 3/94 - 10/96

Assisted in the design and production of concealment surveillance systems for several law enforcement and government agencies. Responsible for two major systems in production, design, and maintaining technical information. Provided support to engineers and advised best methods for creating parts. Adapted to changes in requirements of the company by welding, machining, designing, assembling, and troubleshooting mechanical and electronic devices. Transferred machine parts into drawings and created bill of materials.

United States Navy

Fire Control Technician Norfolk, VA 1/90 - 1/94

Trained and gained experience in the RF (radio-frequency) field and electro-mechanical fundamentals. Responsibilities included troubleshooting and maintaining the tracking/illumination (AN/SPG-55B) RADAR Missile Control System.


University of Redlands San Diego, CA

Bachelors of Science in Business Science and Management

United States Navy Dam Neck, VA

AN/SPG-55B (tracking/illumination RADAR) training

United States Navy Great Lakes, IL

FC (Fire Control) “A” School - Advanced Electronics

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