Customer Service Maintenance
Resume:
Jeremy Gossen
**** ** ******* *** #***, Hillsboro, OR 97124
********@*****.***
OBJECTIVE:
Seeking a position with a company that can use my experience and skills to further their standing in today’s competitive market.
CAREER SUMMARY
Over 15 years’ experience in electronics, comprising progressive experience in leadership and supervising personnel in a repair department environment. Knowledgeable in the use of flow charts and problem solving diagrams to determine least cost facilities and logistics while maximizing customer experience. Excellent leadership skills, knowledgeable in directing cross-functional teams in the design and deployment of manufacturing and customer service best practices.
Excels at forming and preserving superior relationships with customers, subordinates, peers, and senior leaders.
CORE SKILL AREAS:
Leadership
- As a SCANDO (LEAN) Process leader, spearheaded the establishment of a one-stop resource “Sharkcage”, combining several tools into a mobile single point-of use on demand toolset.
- Led an eight-member team to reduce repair times of high-demand amplifiers after customer complaints of severe delinquency. Streamlined processes to cut extraneous actions - cutting turnaround times by 50%.
- Organized and managed the cell’s point of use inventory. Reduced manpower costs and lowered spending by 30 percent.
- Led a three-member tiger team to improve unit process flow of amplifiers from receiving to repair, reducing turn around time by half.
- Guided the activities of seven electronics technicians, coordinating between management and team members while supervising daily output of units. Increased communication between shifts, by prioritizing and assigning workers to ensure the cell exceeded monthly goals.
- Spearheaded the reorganization of test area output of units. Using LEAN, streamlined product flow by reducing distance between test equipment. Reduced set up and tear down times by 65 percent.
- Led the implementation of Achieving Competitive Excellence (ACE) program within 51-member cell. Championed ACE to peers and trained new personnel on 5S processes. Improved over-all appearance of cell and dropped number of inspection turn-backs by over 50 percent in three months.
- Hand-picked to participate in an improvement team to increase the production of amplifiers and reduce the number of over-all failures. Revamped process to stop improperly installed components. Increased monthly output and reduced operating costs by $30,000.
- Led a 5-member crew in the tear down, clean-up, and installation of new roofs. Reduced amount of time need to complete jobs from two days to one. 50% savings in overall costs generated performance-based bonuses for crew on a regular basis.
Supervisory
-As a Maintenance Supervisor, led 3-6 technicians in daily repair and upkeep of semiconductor manufacturing equipment, enabling Intel yield to meet projected daily goals.
- Coordinated the efforts of eight individuals while directing the modification of amplifiers for data collection during Alpha and Beta tests. Personally established the training, inventory, repair, and operations processes two months ahead of schedule.
- Coordinated interdepartmental efforts between two different plant sites to ensure early start of production of amplifiers.
- Established strategic plans and processes for organizational self-assessment to improve maintenance processes for a 22 member organization.
- Spearheaded tech room department to ensure better flow of units. Minimized impact of downtime and maintenance support and ensured completion of movement two months ahead of schedule.
- Re-engineered daily, weekly, and monthly meetings to oversee production and increase quality and quantity of work.
Training
- Trained 11 shift personnel over a 6-month period in the use and implementation of Intel computerized LEAN metric programs to accurately predict maintenance down time.
- Guided team of 18 technicians and operators while directing on-the-job training for department personnel, ensuring continuous support despite high personnel turnover.
- Reduced cycle time of repair to a 36 hr period while maintaining a repair quality higher than 97 percent.
- Trained new personnel in Safety Inspection walk-through’s of cell. Ensured 100 percent on-time inspection rate. Identified and corrected seven major safety and unsafe conditions - prevented zero recordable infractions in 18 months.
- Effectively supervised the cross-training of technicians from one technical cell to the next.
- As member of a technical team utilizing effective communication skills, including leadership role and interaction with higher-level leadership and customers, actively promoted team decision making.
Employment History
Intel Corporation, 2011 - 2015, Manufacturing Technician
-Performed scheduled and unscheduled maintenance on 126 semiconductor manufacturing tools.
-Employed Six Sigma/LEAN principles daily in achieving factory quarterly yields, financial goals, and production goals. One of six individuals recognized for expert SCANDO organization practices.
-Certified Production floor expert for Hitachi Etch and Tel-Etch toolsets, solid technical contributor and peer mentor. Certified periodic maintenance maintainer for Hitachi on HME, ICE, NSE, and STR toolsets. Responded to tool errors, vacuum pump and wafer alignment issues when they happened.
-Certified in fabrication "wet/gas "operations including liquid refrigerant replacement, toxic and inert gas replenishment, confined space management, and lockout/tagout of hazardous energies.
-Optimized area productivity through identification and resolution of Intel Specification and Checklist inaccuracies, providing solutions to critical operations.
-Recognized as a F11X Fabrication plant role-model in areas of safety, production, and operational metric tools affecting wafer starts and yield.
Hamilton Sundstrand, (United Technologies Corporation), 2006 – 2010, Test Technician
- Worked on production and test equipment, did monthly preventative maintenance on machines to ensure equipment ran smoothly as production was ramped up to meet customer needs.
- Trained and implemented new procedures for new test techs depending on monthly/quarterly goals
- Cell guide for ACE and 5S activities
- Volunteered to participate on the facility’s Safety Team, Evacuation Team, and Fire Brigade Team, ensured on-site emergency response for over 500 associates.
Rockford Fosgate, (Rockford Corporation), 1999 - 2006, Test Technician
- Met and/or exceeded daily/monthly goals for test department
- Effectively utilizing test equipment, schematics, and computer diagnostic software for troubleshooting to component level, repairing, and final testing of car amplifiers and source units
- Worked on assignments requiring considerable judgment and initiative.
- Managed a monthly budget of $10,000 for tools and equipment
- Member of the Safety Committee
EDUCATION
DeVry University, Phoenix, Arizona
- Bachelors of Science in Technical Management, October 2005
- Associates in Applied Electronics, November 1998
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