Customer Service Technical Support
Resume:
Michael P. Ray
**********@*******.***
SENIOR MANUFACTURING SUPPORT
Manufacturing and technical engineering support
Summary:
Product and customer support specialist with companies' known as leaders in
yield management solutions, Centrifugation innovation and discovery, and
Medical training devices. 28+ years of experience in the semiconductor,
medical simulation training, and manufacturing industries.
. 17+ years in the Manufacturing and Technical engineering role.
. 11+ years in the Customer service group
. Production supervision.
. Supplier development.
. Experienced in all phases of manufacturing life cycle (PLC).
. Proficient in J.I.T. and D.F.T. production technologies.
. Experienced in all phases of service life cycle (SLC).
. Skilled in all phases of Document control.
. Customer escalation processes.
. ECO packages such as, Microsoft Office, MS project.
. CDC change orders (ECR, ECN, and ECO).
. AMAPS (Reflections), EDMS, Deltek, and Cost Point (document manager).
. Sales Force, NetSuite, CPData, Lotus Notes, Oracle, SAP and Sherpa.
Work accomplishments:
. Created over 150 + manufacturing in-process testing and work
instructions.
. Created and documented test and removal procedures for customer
installed isolation systems, resulting n a customers saving in system
down time of 25%, with an additional internal labor savings of 15%.
. Created and documented test and removal procedure for customer
installed "Z' axis assemblies, resulting in a customer saving in
system down time of 15%, with an additional internal labor savings of
10%.
. Designed and implemented new design of a power harness, which reduced
unit costs by $400K per year.
. Implemented reduced Inspection for units that did not require 100%
inspection resulting in an 80% labor cost reduction.
. Revised completed unit test procedure, reducing cycle time by 50%.
. Created documentation, tooling/fixtures, and assembly knowledge
transfer to new plant personal and to external manufacturing vendors.
Certifications:
. Certified Technical Support for CAE Healthcare Surgical simulation
trainers.
. Certified Technical Support for KLA-Tencor High Resolution Metrology
Inspection system (HRP).
. Certified Technical Support for KLA-Tencor Resistivity Inspection
System (RS).
. Certified Technical Support in GEM/SECSIII.
. Certified Technical Support for Wafer Fab Factory Automation.
. Certified Technical Support for KLA-Tencor Automated Handler systems
(200mm, 300mm).
. Certified Technical Support for KLA-Tencor Automated Handler system
(Phoenix 300mm).
. Certified Demand Flow Technology (DFT).
. Job Effectiveness for Lead Personnel.
. Problem Solving in the Work Place.
. ISO trained.
Employment History:
CAE HEALTHCARE San Jose, CA, Sarasota, FL 2010 - 2014
Medical simulator training device manufacture
. Senior Product Support Specialist
o Manage remote technical support to internal and external customers
in the operation, installation, modification, retrofit, diagnosis,
troubleshooting, repair and software application for medical
training devices. EndoscopyVR (Bronchoscopy and Colonoscopy
surgical simulator), LapVR (Laproscopy surgical simulator), EV
Cathlab (Endovascular surgical simulator), ProMis (Laproscopy
simulator), Caesar (on-site, field full body designed traumatic
medical treatment simulator), Vimedix ultrasound heart, abdominal,
and OBGYN trainer.
o Responsible for manufacturing support.
o Creation and updating manufacturing and customer support work
instructions.
o Computer and software integration.
o System assembly.
o System integration.
o Final system acceptance testing.
o System demo support. Customer systems refurbishment.
o System refurbishment.
IMMERSION MEDICAL San Jose CA 2009
-2010
Medical simulator training device manufacture
. Senior Product Support Specialist
o Managed remote and on-site technical support to internal and
external customers in the operation, installation, modification,
retrofit, diagnosis, troubleshooting, repair and application of
medical training devices, EndoVR (Bronchoscopy and Colonoscopy
simulator), LapVR (Laproscopy simulator), and EV (Endovascular
simulator).
o Responsible for manufacturing support.
o Creation and updating manufacturing work instructions.
o Computer integration.
o System assembly and integration.
BECKMAN COULTER Palo Alto, CA 2007 -
2009
Centrifuge equipment manufacture
. Senior Technical Operation Engineer for manufacturing
o Responsible for manufacturing support.
o Creation and updating manufacturing work instructions for 109
process flows.
o Confirm/create that tooling/fixtures are properly documented.
o Order tooling/fixtures as needed to support manufacturing.
o Insure product knowledge transfer to outside manufacturing
vendor.
o Insure timely transfer of manufacturing tooling/fixtures to
meet outside manufacturing vendor needs.
o Create or update manufacturing and test drawings as required.
o Implement document changes using company E.O /E.C.R. process.
o Respond to outside vendor requests for appropriate
documentation.
o Product knowledge transfer to new hire Engineering staff.
o Advise current staff members to ensure complete plant closure
and transfer of documentation and knowledge to new plant
location and outside vendors.
o Attend weekly vendor update meetings.
KLA-Tencor San Jose, CA. 1988 - 2007
Wafer inspection equipment manufacture
. Worldwide technical support. 2001 - 2007
o Responsible for providing remote and on-site technical
support to internal and external customers in the operation,
installation, modification, retrofit, diagnosis,
troubleshooting, repair and application of semiconductor
wafer inspection systems on series of High Resolution
Profilers (HRP), Profiler (Pxx series) Flexus, Resistivity
Inspection System (RS and Alpha Step (AS) products and their
respective installed base.
o Respond to situations where the first level support has
failed to isolate or revolve problems in malfunctioning
equipment or software.
o Create and implement Plan of Actions (POA) for on site
support (Escalation process).
o Manage all of the escalation case levels and conduct daily
conference calls with regional, on site support, and
customers to bring issue to complete resolution.
o Managed development of training program and providing
training to customer, customer support engineers, technical
support engineers and other product support personnel.
o Manage the internal Cost of Service (CoS) program to reduce
overall costs to the company and to external customers.
o Implement 7-step analysis report as required.
o Update service manuals as needed.
o Interface with manufacturing engineering to implement new
testing and installation processes as required.
o Attend weekly service review meeting.
. Production assembly. 1988 - 2001
o Manufacture complete electromechanical assemblies (PCB and
all related hardware). HRP, Profiler, Flexus, Resistivity
Inspection System (RS) and Alpha Step systems.
o Manufacture and testing of the robotic 200mm wafer handler
assembly.
o Create and document assembly and test procedures where none
existed.
o Modify existing procedures as required.
o Troubleshoot non-functioning assemblies.
o Repair non-functioning assembles.
o Proficient in JIT and DFT production technology.
o Directed the bulk inventory section, ordering, stocking, and
delivery requirements.
. Manufacturing Lead. 2000 - 2001
o Lead a group of 8 people
o Lead of the High-resolution scanner head assembly area (HRP),
assembly and testing.
o Plan daily work schedule.
o Modify build plans as required.
o Dispatch personal to other areas as build plans changed.
o Attend daily management meeting.
. In-process testing/final test. 1990 - 2001
o Test all sub assemblies for proper functionality.
o Test completed assemblies for proper functionality.
o Troubleshoot and repair assemblies as required.
DSC Granger Associates Santa Clara, CA. 1982 - 1988
Telecommunication equipment manufacture (Analog to Digital/Digital to
Analog Trans-multiplex conversion devices)
. Production assembly. 1982 - 1987
o Manufacture sub assemblies.
o Manufacture complete final assemblies.
. In-process testing/final test. 1982 - 1987
o Testing of completed sub assemblies.
o System testing of completed final assemblies.
. Customer acceptance. 1984 - 1987
o Customer acceptance system testing of completed assemblies.
. Manufacturing lead. 1984 - 1987
o Lead over sub assembly area.
o Plan daily work schedule.
o Attend daily management meeting.
. In-process/final Q.C. 1987 - 1988
o PCB assembly inspection, component and soldering.
o Inspection of completed final assemblies, workmanship and
functionality.
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