Customer Service Engineer

Relevant Skills

Organized self-starter with a sense of urgency; meets deadlines.

Prioritizes and plans work activities for the efficient use of time and resources.

Strong analytical skills; solves problems by analyzing all relevant information to create good effective solutions.

Excellent verbal/ written communication skills and able to project myself professionally.

Excellent interpersonal skills, providing leadership, encouragement and motivation to team members.

Proficiency and strong skills in UNIX, Windows XP, and Windows 7.

Work Experience

Accuray Inc. Sunnyvale, CA 2014-Present

Technical Support Engineer

Drive development initiatives to improve technical support operations. Lead ongoing improvements of technical knowledge and team communications.

Provide support to Field Service Engineers and Accuray customers for system issues.

Troubleshoot bugs and failures in existing systems.

Proficient with UNIX to navigate, copy, backup, and pull data logs for remote diagnostics.

Create work instructions and test documents for CyberKnife system.

Work cross-functionally with vendors and engineering groups to provide solutions for the CyberKnife system.

Accuray Inc. Sunnyvale, CA 2007-2010

Systems Installation Engineer

Led a team of installation riggers and techs to install the CyberKnife System, from the installation of system components, subsystem calibrations, to the completion of ATP.

Utilize DMM and schematics to troubleshoot any electrical or communication failures within the CyberKnife Components.

Resolved issues on site by identifying appropriate solutions for unacceptable tolerance, such as the beam power and beam accuracy, software error, and electrical failures.

Demonstrated strong customer service by clearly understanding and responding promptly to the needs of Site Coordinators and Medical Physicists.

Completed required documentation to ensure accuracy of work performed per installation guide specifications.

Submitted post write up of site installation, such as site issues and resolutions.

Collaborated with cross functional departments to assist as technical support of the CK system.

Coached, mentored and led personnel within a technical team environment.

Philips & Lite-On Digital Solution USA, Inc. Fremont, CA 2005-2007

Project Specialist/Tech Support

Maintained strong customer service satisfaction.

Oversaw the Return Merchandise Authorization process by analyzing products for negligence to reduce costs and cut losses.

Demonstrated fast, accurate and reliable service when performing responses to ad-hoc request from customers.

Clearly communicated issues resolution to customers and accurately document issue in customer tracking system.

Military Experience

United States Marine Corps Iraq/United States (NC & CA) 1999-2003

Sergeant/Platoon Sergeant

Supervised crew of 30 to fulfill missions by troubleshooting problems in vehicle engines and electrical systems.

Delegated tasks to maximize resources and relieved bottlenecks to ensure proper and efficient workflow.

Organized meetings to facilitate the completion of administrative duties.

Earned various awards for excellent service.

Education

San Jose State University San Jose, CA Graduated in 2012

Bachelors of Arts, Economics

GPA 3.54

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