Customer Service Engineer

PROFESSIONAL EXPERIENCE

Product Service Engineer

Independent Contractor {4 years to date}

www.aom-services.net

July 2008 to Present. Santa Cruz, CA

• Responsible for providing comprehensive technical support service for aging Therma-Wave and Rudolph Focus equipment with limited original equipment manufacturer support.

• Provided Metrology Service Options for Mature Fabs per their investment in Therma-Wave and Rudolph measurement tools including but not limited to: Applications Support, Service Support, Fleet/Tool Performance Audits, PMs and Remote Analysis.

• Worked with customers to help with strategies to further stretch their resources either by performing parts refurbishments and procurement of 3rd party parts and components.

• Collaborated with external companies and functional groups (ISMI) to deliver Refurbishment Services, Parts Procurements per customer’s needs.

• Responsible for providing on-site and remote technical support for Therma-Wave product models: OP2600, OP3260, OP3290, OP5000, OP7000, TP400, TP420, TP500, TP620NT and Rudolph product models: FE3, FE4, FE7 Automated Scientific Measurement equipment. All 12 tools are State of the art Thin Film Metrology equipment capable of measuring thickness to the Sub-Atomic level (1/10 of an Ångström) utilized in the semiconductor fabrication process.

• Applications Support- Performed thin film recipe development and troubleshooting for new thin film products and special application projects. Configured tool software to suit customers’ specific application needs, conducted gauge studies for repeatability/reproducibility, characterized and analyzed data from metrology equipment to ensure operational quality and performed tool calibrations. Conducted training classes during tool installations and film stack development training of new process engineers.

• Equipment Support- Performed complete tool refurbishments to include sub-assembly components, optical alignments, inspections, repairs and calibrations of a variety of laser related optical technologies. These technologies consisted of: Visible Spectrometry, Broadband Spectrometry, Ultra Violet Spectrometry, Ellipsometry, Spectroscopic Ellipsometry, Beam Profile Ellipsometry, and Beam Profile Reflectrometry. Performed calibrations of sophisticated Vision Processing System software and wafer handling robotics. Also serviced and calibrated High Powered RF excited lasers used as Implant Monitor Tools which provide advance modulated optical reflectance measurements. Developed and implemented tool upgrades to update tools’ functionality.

• Coordinated, performed and ensured satisfactory completion of onsite engineering daily activities such as: equipment installations, preventative maintenance schedules, equipment utilization-reporting and management of all technical issues, identifying/forecasting of potential failures trends and administrative operations associated.

• Ensured customer’s production readiness and that key risk/mitigation factors for Metrology Instrumentation were identified and addressed. Executed multiple tasks and set priorities based on customer needs. Utilized NIST traceable standards to test systems and ensure equipment met customer’s historical Statistical Process Controls (SPC) and OEM specifications.

Field Service Engineer, Immunocytometry Systems

BD Biosciences {2 Years}

October 2006 to May 2008, San Jose, CA

• Responsible for providing on-site service support to BD customers that included installation, repair and preventative maintenance of Fluorescence Activated Cell Sorter (FACS) instrumentation. Clinical and Research Flow Cytometry laser based instrumentation and software. {Flow cytometry uses the principles of light scattering, light excitation and fluorochrome spectral emissions to generate specific multi-parameter data from particles and cells in the size range of 0.5um to 40um in diameter}

• Performed alignments, inspections, calibrations on a variety of optical components for various excitation laser wavelengths; 488, 633, 532, 407, 325, 355nm are most common. Calibrated and serviced water based cryogenic and fluidics peripheral supporting technologies.

• Worked on problems where analysis of situations and/or data required evaluation of identifiable factors and trends.

• Employed defined practices and policies such as ISO (International Organization for Standardization), CGMP (Current Good Manufacturing Practices) Standards, FDA/QSR [21CFR820] for Class II Analysis Instrumentation in order to select methods and techniques necessary to obtain operational quality standards set by the OEM (Original Equipment Manufacturer).

• Responsible for reporting quality control and other technical issues to Regional Manager.

• Provided feedback for continuous product and test process improvements. Also maintained data to ensure electro-optics systems met operating limits while establishing quality levels.

• Utilized solid judgment, diplomacy, while exercising tact to defuse and resolve difficult customer issues.

• Ensured customer’s needs were met thus imparting confidence.

• Collaborated with customers, colleagues and management to encourage an effective work environment based on the principles of teamwork and mutual responsibility for shared objectives.

Senior Field Service Engineer / Site Coordinator

Therma-Wave Inc.

November 2005 to October 2006. Fremont, CA. {1 Year}

September 1997 to September 2002. Austin, Texas and Rome, Italy. {5 Years}

• As Site Coordinator: Responsible for providing Applied Materials R&D laboratories in San Jose, CA with on-site technical support for Scientific Measurement equipment. State of the Art Thin Film Metrology equipment capable of measuring thickness to the Sub-Atomic level utilized in the semiconductor fabrication process.

• While assigned to Italy: I actively led the start-up of the regional service office; developed and defined in concert with European management a regional service and business plans to meet customer’s needs. Created an environment which achieved ultimate customer satisfaction through effective service and liaison thereby building strong customer service rapport.

• Performed alignments, inspections and calibrations of a variety of laser related optical technology. These technologies consisted of: Visible Spectrometry, Ultra Violet Spectrometry, Ellipsometry and Beam Profile Reflectrometry. Also serviced High Powered RF excited lasers used as Implant Monitor Tools which provided advance modulated optical reflectance measurements. Performed calibrations of sophisticated vision processing system software, optical-mechanical alignments and wafer handling robotics.

• Coordinated, performed and ensured satisfactory completion of onsite engineering daily activities such as: equipment installations, special application projects, preventative maintenance schedules, equipment utilization-reporting, management of all administrative operations associated.

• Responsible for preparing and maintaining, test logs, equipment status tracking reports, preventative maintenance cycles reports as well as implementing ECOs (Engineering Change Orders).

• Executed multiple tasks and set priorities based on customer needs and objectives.

• Applications Tasks Included: Performing thin film recipe development and troubleshooting for new thin film products and special application projects. Configured tool software to suit the customers’ specific application and needs. Conducted gauge studies for repeatability/reproducibility, evaluated, characterized and analyzed data from metrology equipment to ensure operational quality. Utilized NIST traceable standards to test systems and ensure equipment met customer’s historical Statistical Process Controls (SPC) and OEM specifications.

Instrument Service Engineer

Affymetrix, Inc. {2 Years}

March 2003 to October 2005, Dallas, TX

• Responsible for providing the Southwest Region of the United States (TX, LA, AK, OK, CO, UT) with technical systems support and post sales service for DNA analysis and Genetic Expression Profiling equipment. Instrumentation which is utilized in multiple life sciences research applications.

• Validate and qualify the Genetic Expression profiling equipment to ensure functionality.

• Conducted maintenance, and installation of Micro Array Scanning equipment and Fluid Handling systems. Perform alignments, inspections, calibrations of laser related optics ensuring optimum assay signal intensity and uniformity.

• Evaluate, analyze and characterize image data to identify and correct intensity variables to ensure accurate sample quantitation and long term repeatability.

• Repaired and maintained Fluid Handling systems to provide prescribed reagent/dye exposure.

• Provided Laboratory staff with initial hardware and software orientation training during new equipment installation.

• Implemented and maintained equipment ECOs, OEM procedures and upgrades. Provided prompt answers to solve technical issues by conducting data analysis and assessing need for escalation. Prioritized, coordinated, and scheduled field service visits as needed for equipment repairs. Maintained spare parts stock levels and forecasted spare parts requirements.

Field Service Engineer

Rudolph Technologies Inc. { 1 Year}

May 1996 to September 1997, Austin, TX.

• Provided prompt technical support utilizing problem analysis, formulate options and implement solutions for Ellipsometric measurement instruments as utilized in the semiconductor processes in the state of Texas. Execute multiple tasks and priorities which were based on customer needs.

• While assigned to SEMATECH: Conducted gauge studies for repeatability/reproducibility, evaluated, characterized and analyzed data from metrology equipment to ensure operational quality. Worked jointly with SEMATECH scientist to establish an International Process Characterization (IPC) program, aimed at the development of process, analysis, and characterization technology to address critical challenges in nanoelectronics research. .

• Ensured the satisfactory completion of systems installations and special application projects.

• Performed optical and wafer handling alignments in conjunction with software and related optical calibrations.

• Utilized SPC historical data to provide accurate equipment evaluation and characterization. Ensured electro-optics systems complied with prescribed specifications.

• Implemented Engineering Change Orders (ECO) and provided an information base for product issues and improvements.

• Maintained spare parts stock levels, assessed and forecasted spare parts requirements.

National Field Service Representative

PSC/LazerData Corp., {2 years +}

November 1994 to May 1996, Dallas, TX

• Provided technical and customer support of Automatic Identification Systems utilized in Industrial Automation applications .

• Performed software configurations, alignments and inspections of laser related optics utilized in omni-directional bar-code scanners systems.

• Modified and apply strong troubleshooting techniques utilizing schematics of both analog and digital circuits to component levels.

• Implemented engineering changes, system performance tests and identified product related problems in order to recommend pertinent improvements.

• Was responsible for all operations of the Dallas, Texas Field Service Office.

Technical Support Manager

Datalogic Pty.Ltd. {1 Year}

August 1993 to September 1994, Mt Waverley, Australia

• Responsible for effectively managing all service related activities, special applications projects and software development. Coordinated and conducted installations, training and repairs for all branches thoughout Australia.

• Provide prompt customer support both on-site and telephonically utilizing problem analysis, formulating options and implementing solutions for bar-code scanners, RFID products, temperature controllers and photoelectric sensors and automation controller hardware/configurations.

• Optimize the operation of the Technical Support Center by implementing an effective “Tracking System” which improved turn around time and ensured customer satisfaction.

• Provide prompt answers to solve technical problems and forwarded technical data to customers. Maintain spare parts stock levels and forecasted spare parts requirement.

• Conduct training classes to update technical support center personnel. Interface with Corporate Technical Center based in Bologna, Italy to provided feedback on technical issues that improved equipment performance.

• Introduce and implement an “Extended Warranty Program” which generated additional revenue through effective customer service.

Systems Technician

PSC/LazerData Corporation {2 years +}

January 1991 to July 1993, Orlando FL

• Performed alignments and inspections of laser related optics systems utilized in Omni-Directional Bar-code Scanners. Strong emphasis applied to decoding circuits, interface data transmission circuits and video processing circuits

• Assembled, modified and applied advanced troubleshooting techniques utilizing schematics of both analog and digital circuits to component levels. Knowledge of a wide range of semiconductors devices.

• Worked closely with Electronic Engineers, Senior Laser Engineer and Senior Software Engineer to implement test for validation/verification of products.

• Responsible for providing feedback for continuous product and test process improvements. Also maintained data to ensure electro-optics systems met operating limits and established quality levels.

• Performed Customer Service Administrator duties for a period of a year including providing timely and accurate technical information to ensure customers’ needs were met. Coordinated activities with internal departments, provided necessary follow-up correspondence, received and prioritized units for repairs. Utilized Quantel system for MRP tasks, coordinated field service activities and performed repairs.

Personnel Administrative Clerk

United States Army {6 Years}

June 1984 to January 1990, Schofield Barracks, HI

• Responsible for preparing manifest, administrative evaluations, payroll transactions and maintaining personnel records with related computerized data-input transactions. Prepared projection of losses and gains due to transfers and promotions. Implement considerable skills in the management of all operations related to customer query and ensured corrective action transactions.

ACHIEVEMENTS1

Spansion Semiconductor: Instrumental in providing $800,000.00USD in cost avoidance within the first 6 months of service contract by performing subassemblies refurbishments.

Played Key role in gaining and retaining strategic global accounts for: LazerData in Florida, Texas and U.K., Rudolph Tech in Dallas, TX and Therma-Wave in Italy.

Developed and implemented a “Return Goods Authorizations Program”; DataLogic, Australia.

Developed and implemented Products/Systems Maintenance Contract Program. DataLogic, Australia.

Received LazerData's "Quality Star Award” for the first quarter of 1993 for outstanding implementation of ISO9000 standards.

5 Army Achievement Medals, 2 Army Commendation Medals, Good Conduct Medal, NCO Professional Development Ribbon (see DD214).

• 1See attached letters of recommendation for above listed achievements.

• Fluent in the following languages: English, Spanish and Italian

EDUCATION

Currently pursuing a Bachelor of Science in Computer Information Systems.

Florida Tech Online, expected to complete in January 2013

Associates of Science in Electronics Engineering Program;

Seminole Community College; Sanford, Florida June 1993

Electronics Technician Program, August 1991

Seminole Community College; Sanford, Florida

TRAINING

• BD Bioscience’s training courses on both Clinical and Research Cytometry Instrumentation.

• Training on ISO (International Organization for Standardization) and CGMP (Current Good Manufacturing Practices) standards and FDA/QSR [21CFR820] for Class II Analysis Instrumentation.

• Affymetrix’s 5 Instrumentation courses, including optical alignments, calibrations and instrumentation interaction with biological assay samples.

• Therma-Wave’s 7 product line courses on principles of Metrology, calibrations, alignments of various types of optical based instruments, vision processor calibrations and robotic calibrations.

• Training on Class 1 clean room protocols for various work sites such as Intel, Motorola, AMD, Texas Instruments, ST-Microelectronics and Applied Materials.

• Completed Lasertripsy didactic program in the principles of laser physiology and tissue interaction; July 1993, Lasertripsy Center LTD., Orlando Florida.

• U.S. Army: Professional in-service training included Personnel Administration Specialist Course, Tactical Army Computer Command Systems, and Primary Leadership Development Course.

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