DANIEL J. KOZACZUK
Hayward,California
Summary
Dynamic Engineer with a proven track record in the product support role at Roche Sequencing Solutions, excelling in technical training and project management. Adept at diagnostic troubleshooting and fostering customer relationships, I have successfully enhanced product performance and streamlined support processes, driving significant improvements in operational efficiency.
Overview
10
10
years of professional experience
Work History
Product Support Engineer
Roche Sequencing Solutions
Santa Clara, California
01.2019 - Current
- Managed multiple projects simultaneously while collaborating with diverse teams and stakeholders.
- Executed global laboratory installations, including technical training delivery to field personnel.
- Ensured compliance with industry standards when performing tasks related to product support operations.
- Generated comprehensive manuals that outlined how users should interact with supported products.
- Utilized diagnostic tools to identify potential problems within supported systems.
- Collaborated with other departments such as sales, marketing and engineering to ensure successful completion of projects.
- Reported system malfunctions to engineering team members to ensure prompt resolution of issues.
- Participated in training sessions to stay up-to-date with current trends in product support technology.
- Maintained accurate records of all customer interactions, including resolutions provided.
- Managed multiple projects simultaneously while ensuring deadlines are met.
- Analyzed customer feedback regarding product performance and identified areas for improvement.
- Developed and maintained customer service processes for product support operations.
- Assisted in the development of software applications used in product support activities.
- Provided guidance and assistance to junior staff members when needed.
- Resolved customer inquiries in a timely manner by providing effective solutions.
- Conducted regular maintenance checks on supported systems to ensure optimal performance.
- Met with potential customers to ascertain design and production requirements and prepared subsequent estimates for retention of design and production services.
- Developed dimensional and mechanical components for existing products.
- Collected, analyzed and reported on data for use in operational planning.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Developed Powershell scripts to collect logs for troubleshooting sequencing instruments.
- Acted as a customer advocate in cross-functional product meetings, influencing product development.
- Conducted technical design reviews and created documentation for service design requirements.
Engineer
Illumina Inc.
Hayward, California
04.2015 - 01.2019
- Developed and implemented instrument computer test fixtures at supplier site in Guadalajara, Mexico.
- Participated in team meetings to discuss project progress updates.
- Documented all engineering activities according to established procedures.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
- Analyzed design or requirement information for equipment or systems.
- Designed engineering experiments.
- Communicated with clients and coworkers about analysis results.
- Analyzed system-level failures of DNA sequencing machines, focusing on fluidic and electromechanical systems.
- Collaborated on creation of DNA sequencing machine test fixtures for electrical, mechanical, and fluidics components.
- Established new Product Refreshment process and corresponding work instructions.
- Contributed to formation of new department aimed at enhancing product manufacturing quality.
- Utilized diagnostic equipment such as oscilloscopes and signal generators for testing purposes.
- Validated latest version of manufacturing testing software to ensure reliability.
- Organized incoming rework material in collaboration with supply chain and team management.
Education
Bachelor of Science - Mechanical Engineering
University of California, Davis
06.2014
Skills
- 3D CAD modeling (Autodesk Inventor, SolidWorks)
- Technical documentation
- Diagnostic troubleshooting
- Customer relationship management
- Technical training
- Problem solving
- Risk management
- Effective communication
- Team leadership
- Conflict resolution
- Time management
- Training and mentoring
- Network administration
- Hardware support
- Software installation
- CAD software proficiency
- Product development expertise
- Timeline management
- Product improvements
- Project management
- Process mapping
- C/C programming
- Matlab analysis
- PowerShell scripting
- Design for manufacturability
- Geometric dimensioning and tolerance (GD&T)
- Microsoft Office Suite proficiency
- SAP software expertise
- Manufacturing process knowledge
- Quality system procedures understanding
- Documentation development
- Technical service cost analysis
- Troubleshooting and root cause analysis
- Trello project tracking
- Jira issue tracking
- IP networking and addressing
- Multi-functional systems experience
- Technical solution development
- Subassembly testing
- Product lifecycle management
- SQL database
- Technical troubleshooting
- Server maintenance
Timeline
Product Support Engineer
Roche Sequencing Solutions
01.2019 - Current
Engineer
Illumina Inc.
04.2015 - 01.2019
Bachelor of Science - Mechanical Engineering
University of California, Davis
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