Field Service Engineering / Application Engineering / Sales

Tom Joyce

San Jose, California ***** • 650-***-**** • ******@*******.*** • https://www.linkedin.com/in/tom-joyce-062918/

Field Service Engineer

Multifaceted Service / Sales / Apps Engineering career with a proven track record of innovation and success

Technically sophisticated engineering professional with a solid history of effective Field Service Engineering, Field Application Engineering, and Sales Engineering. Skilled in system service exhibiting meticulous detail in system repair, testing, calibration, integration, and patient with training and customer service. Highly focused and results-oriented in supporting deadline-driven operations; identify goals and priorities, and resolve issues in all stages of the sales life cycle. Possesses a true talent for aligning end-user needs with long-term resolutions to complex business challenges. Abreast with industry’s leading knowledge through market research and customer interaction. Effective in targeting customer specific needs with company products to draft presentations for generating new business. Strong history of effective communication with repeated success combining business strategy with emerging technology for customer portfolio growth.

Highlights in Expertise:

Field Service Engineering / Application Engineering / Sales Engineering / Account Development & Management /

Project Management / Customer Support and User Training / Technical Writing / Test Development

PROFESSIONAL EXPERIENCE

Field Sales Rep (10/2019 – Present) Allied Electronics & Automation, San Jose, CA

Develop and increase total spend of assigned account base (~1.6M+), by effectively executing marketing initiatives through account plans designed to increase revenue and brand loyalty.

Utilizing internal leads and collaborate with Supplier Reps on various promotional opportunities contact through effective business planning, forecasting, and budgeting.

Document in CRM all existing account interaction including follow up throughout every level of the sales cycle, and qualification of new and existing client leads to maximize pipeline opportunity recognition and closure.

Proactively use social media, cold calls, emails and face-to-face meetings to promote and present product specific presentations within various market segments.

Attend and conduct client product training, trade shows and quarterly business reviews with supplier reps to understand the business outlook, follow up on opportunities, and build relationships.

Maintain market awareness on competitor activities, industry trends and new concepts to identify potential opportunities for company growth.

Research and maintain alignment with customer needs, new product offerings, market conditions, and advertising trends.

Serves as client liaison and escalation point for all points of standard business inquiry, calling on other Allied functions as needed to support effective execution to resolve disputes or client complaints in collaboration with colleagues as appropriate.

*Furloughed 5/5/20

Field Sales Rep (8/2018 – 10/2019) TTI, Inc., Fremont, CA

Managed the Emerging Accounts (~$1.3M), and responsible for increasing Y2Y total spend.

Document in CRM all existing account interaction including follow up throughout every level of the sales cycle, and qualification of new and existing client leads to maximize pipeline opportunity recognition and closure.

Established customer specific product presentations for face-to-face meetings based on customer specifications of products, conference calls, emails, exhibits, and various promotional opportunities contact through effective business planning, forecasting, and budgeting.

Attended and conduct client product training, trade shows and quarterly business reviews with the suppliers to understand the business outlook and opportunities to build relationships with reps.

Maintained market awareness on competitor activities, industry trends and new concepts to identify potential opportunities for company growth.

Researched and maintained alignment with customer needs, new product offerings, market conditions, and advertising trends.

Served as client liaison and escalation point for all points of standard business inquiry, calling on other Allied functions as needed to support effective execution to resolve disputes or client complaints in collaboration with colleagues as appropriate.

Key Achievements:

Lead the increase of accounts and revenue for assigned territory by fostering strong relationships with key clients while on-boarding new prospects by compiling, qualifying and developing prospect leads from various sources and made cold calls that converted new opportunities into wins of new business.

*Left for Career Advancement

Sales Engineer (11/2016 – 03/2018) Nidec SV TCL, San Jose, CA

Managed the Base Accounts (~$1M), and responsible for increasing some of their Y2Y total spend.

Orchestrated customer specific product presentations for F2F conferences, exhibits, meetings, and various promotional opportunities.

Demonstrated exceptional understanding of Semiconductor Front End Wafer Fabrication Industry for Test Hardware products and services to customers.

o Products included Vertical and Cantilever Wafer Probe Cards, and PCB’s: Hardware solutions for sale of daughter Boards, Cable Interface Boards (CIB), DUT Interface Boards (DIB), Handler Interface Boards (HIB), and Direct Dock Boards DUT Board PCBs.

Researched and maintained alignment with product applications, technical services, market conditions, competitive activities, and advertising trends.

Key Achievements:

Lead the increase of accounts and revenue for assigned territory by fostering strong relationships with key clients while on-boarding new prospects by compiling, qualifying and developing prospect leads from various sources and made cold calls that converted new opportunities into wins of new business.

*Involuntary termination – new sales expectations not met in their timeframe

Field Application Technician (3/2015 – 11/2016) Smiths Interconnect, Milpitas, CA

Assistant to FAE Manager helping direct all aspects of onsite technical support of Semiconductor Back End Wafer Fabrication Industry for Test Socket hardware product line customers.

Performed real-time technical support for sales staff

Provided detailed reviews and approvals of technical drawings for Design Engineers for new and ongoing client projects.

Performed Technical Writing by modifying existing Account Order Form to capture an increased amount of technical data related to product offerings reflective of customer requirements.

*Left for Career Advancement

Field Service Engineer / Technical Support (2/2013 – 3/2015) Sciton Inc., Palo Alto, CA

Provided field service for all Sciton laser systems (advanced lasers and light sources to the aesthetic medical markets). Heavy motion control device with intricate alignment procedure including a multi-module set up using servo-motors by way of computer aided service tools and specialized hand tools.

Delivered technical leadership from the Service Call Center on all Sciton multi-module laser systems to International Distributors and US customers by managing designated live customer service requests from multi-faceted Fault Codes from down laser systems.

oThis included conveniently coordinate resolution parts arrival with national Field Service Engineers and facilitating sales support by creating Return Material Authorization (RMA) forms and Material Orders (MO) in tandem with a QAD database system.

Performed Technical writing by co-creating various new technical procedures of Sciton laser systems for deployment to customer sites to be used by FSE’s.

Created service center call resolution procedures for future training of personnel.

Served as a member of Sciton Safety Committee participating in regular routine safety evaluations.

*Left for Career Advancement

Engineering Technician (2/2011 – 8/2012) LumaSense Technologies Inc., Santa Clara, CA

Thermal Imaging Engineering Technician partly accountable for the seamless integration of new calibration software with next generation IR cameras during each phase of the system development life cycle.

Co-created new thermal imaging Assembly and Calibration procedures.

Trained Production Engineers on new thermal imaging Assembly and Calibration processes.

Provided customer support in Field Applications by performed root-cause testing and repair on faulty products.

Served as a member of LumaSense Safety Committee

Co-writing of Safety Handbook and routinely performed safety evaluations on site.

*Laid off - Downsizing

Field Service Engineer (11/2006 – 2/2011) Sight Path Medical, San Bruno, CA

Provided Western region (WA, OR, CA, ID, UT, MT, NV, AZ, NM) Field Engineering services as the face of the company to surgical, nursing staff, and their customers for Intralase Femtosecond Laser systems, Visx STAR S4 IR Excimer laser systems, and Hansatome Microkeratomes (mechanical flap creation).

Certified CA DOT driver as road warrior travel with temp regulated company truck containing laser system, tools, gases, and repair parts.

Routine tasks included arriving the day before LASIK cases to install, integrate, test, and maintain either the Intralase or VISX laser systems, then work in tandem with LASIK surgeons and staff during cases while maintaining a secure, safe, clean and healthy work environment.

o Solely responsible for any onsite repairs.

Performed scheduled Preventative Maintenance including but not limited to aligning pinhole targets, beam splitters, prisms, and optics, as well as using computer programs and associated hardware included to calibrate various aspects of the laser systems; items included were an Autocorrelator, Spot Size Cameras, and Z-Balance Tools.

Key Achievements:

Certified to operate Intralase laser system, VISX laser system, and Hansatome Microkeratome during the initial phase of LASIK surgery in tandem with Ophthalmologist surgeons.

Trained new Field Service Engineers on company policies and procedures within daily operation in the field.

Certified CA DOT Class B license

*Left for Career Advancement

EDUCATION AND TRAINING

Bachelor of Science in Electronics Engineering Technology, Concentration in Electronics

DeVry University, Fremont, CA Graduated 2006

Related Course Work:

AC/DC Circuit Analysis, Control Systems, Applied Calculus I & II, Microprocessor Programming, Digital Circuits/Systems, Physics I & II, Microprocessor Peripherals, Electronic Devices I & II, Analog Signal Processing, Advanced D.S.P., Embedded Microcontrollers, Wireless Communication

TECHNICAL PROFICIENCIES

Platforms:

Windows, MS Office, Databases: Xpress, Expandable, QAD data base, PcMRP, CRM: SAP (Bobj)

Tools:

C/C++, MPLAB Integrated Development Environment, MATLAB programming language, Electronics Workbench electronic circuit design, Turbo Assembler (TASM) assembly language compiler, Studio.Net code composer, WireShark, Q-switch laser diagnostics, BugTracker

Hardware:

Oscilloscope, Digital Multi-Meter, Micrometer, Lensometer, IR Viewer, Intralase FS2 Laser (Autocorrelator, Beam Profile Camera, Power Meter, Spot Size Camera, Range Balance Tool, Z-Scale Tool), Thermal Imaging Camera Operation, Thermal Black Box operation, Q-switched laser diagnostics (Sciton laser, Hand and Machine Tools

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