Jessy Norwillo

As a Technical Support Engineer specializing in Molecular vapor deposition technologies at KLA's SPTS branch, I performed the following key responsibilities:

• Molecular vapor deposition Troubleshooting:

Diagnosed and resolved technical issues related to MVD equipment, including plasma etchers, reactive ion etchers (RIE), and other semiconductor processing tools.

Collaborated closely with field engineers to troubleshoot complex optical, electro, and mechanical systems specific to MVD processes.

• In-Depth System Knowledge:

Developed a deep understanding of MVD equipment operating principles, including gas chemistry, plasma physics, and process parameters.

Applied this knowledge to address challenging problems efficiently and effectively.

• Global Support and On-Site Assistance:

Traveled both regionally and worldwide to provide on-site support for escalated MVD-related issues.

Responded promptly to critical situations, ensuring minimal downtime for customers.

• Documentation and Reporting:

Created detailed troubleshooting documentation, technical findings reports, and postmortem analyses.

Contributed to best-known methods (BKMs) for MVD equipment maintenance and optimization.

• Installation and Upgrades:

Assisted in the installation, relocation, and upgrade of MVD tools, ensuring seamless integration into customer fabs.

• Technical Training:

Conducted training sessions for field engineers and customers, sharing insights on MVD processes, tool maintenance, and best practices.

Additionally, I actively contributed to writing technical documents and consolidating information in the technical database:

• Technical Documentation:

Authored and maintained user manuals, troubleshooting guides, and service bulletins.

Ensured clarity, accuracy, and completeness in conveying complex technical concepts.

• Technical Database Consolidation:

Compiled and organized technical data related to MVD equipment, process parameters, and maintenance procedures.

Contributed to a centralized technical database for easy access by field engineers and support teams.

• During the six-year tenure, I led a dedicated team, overseeing critical operations in machine and rotor shops, electro-polish, poly fabrication shop, SRD sub and final assembly, and SRD final test. My commitment to delivering exceptional customer technical support and comprehensive performance reports has been unwavering.
• Customer Technical Support: Provided top-tier technical assistance to customers, ensuring their needs were met promptly and effectively.
• Engineering Support: Delivered robust engineering support to address and resolve technical issues, enhancing customer satisfaction.
• Daily Production Coordination: Managed daily production activities, ensuring efficient scheduling and seamless departmental planning.
• Order Management: Coordinated new orders, reviewed customer delivery dates, and implemented efficient production scheduling to meet customer demands.
• Problem Solving : Identified and implemented effective solutions to technical problems, minimizing downtime and enhancing operational efficiency.
• Inventory Management : Maintained optimal inventory levels to support production needs and customer requirements.
• Team Leadership : Managed a team of 10-12 direct reports, overseeing critical operations and ensuring high-quality output.
• Inter-Department Coordination : Facilitated smooth inter-department functions for various SRD production models, ensuring cohesive operations.
• Production Planning : Orchestrated departmental planning, material availability coordination, job release, and production planning to support production goals.
• Continuous Improvement : Spearheaded continuous improvement initiatives and lean manufacturing techniques to perfect production processes.
• Reporting : Led bi-weekly work center backlog reports and spare production reviews to keep stakeholders informed and aligned.
• My focus on technical support and customer service has been integral to my role, ensuring that customer needs are met with precision and care.

• At Shellback Semiconductor Technology, I held a pivotal role as a Customer Service / Engineering Lead Technician
• Key responsibilities included offering technical customer support via email and phone, autonomously resolving intricate issues, and training colleagues in supplying support across all system tool platforms
• Additionally, independently managed follow-ups with customers to address arising issues
• Evaluated processes, recommended necessary changes based on process analysis, and coordinated implementations.
• Managed escalated customer issues efficiently, maintaining excellent client relationships throughout the process.
• Reduced response times by streamlining communication channels between support staff and customers.
• Developed a robust knowledge base for internal use, enabling faster issue diagnosis and resolution by staff members.
• Mentored junior team members, providing guidance on best practices for delivering exceptional customer service in a technical setting.

• At Shellback Semiconductor Technology, I held a senior role involving diverse technical support and engineering responsibilities
• Key contributions included mentoring fellow technicians across all Systems Department functions
• Engaging directly with customers to resolve their issues promptly and effectively, conducting tool installations and repairs at customer sites,
• Completed quality assurance reviews and final inspections.
• taking ownership of specific tools, overseeing assembly, testing, source inspection, and installation.
• Improved quality control procedures, reducing the number of defects identified during product testing.
• Increased efficiency in engineering processes by streamlining workflow and implementing new software tools.
• Reviewed technical drawings for accuracy and adherence to specifications, ensuring high-quality outcomes at every stage of development.