Kevin Fitzpatrick
Portland,OR
Summary
Technical support director with 30 years of experience in the semiconductor industry, specializing in global technical support and complex issue resolution. Demonstrated success in managing escalations and developing high-performing teams. Skilled in creating ownership models for consistent execution and fostering cross-functional collaboration to enhance product development and service readiness.
Overview
36
36
years of professional experience
Work History
Director of Technical Support
ASM America
Hillsboro, Oregon
02.2025 - Current
- Provided strategic and operational leadership for technical support organization to ensure effective customer support.
- Acted as executive escalation point for high-impact customer issues, aligning stakeholders for resolution.
- Defined escalation processes, ownership models, and service expectations across regions for consistent customer response.
- Partnered with product engineering and quality teams to influence roadmap reliability improvements and service readiness.
- Monitored key support metrics, identified gaps, and initiated continuous improvement initiatives to enhance efficiency.
- Developed team capabilities through coaching, performance management, and succession planning to boost effectiveness.
Technical Support Manager
ASM America
Hillsboro, Oregon
02.2021 - 02.2025
- Provided daily technical support for multiple products, resolving issues and managing escalations.
- Coordinated with engineering and quality teams as primary escalation owner for complex product challenges.
- Coached product support engineers on prioritizing workloads and adhering to support processes.
- Represented technical support in new product introduction discussions, ensuring service readiness and gathering feedback.
- Created, reviewed, and distributed technical bulletins and service documentation according to established processes.
- Advised senior management on best practices to optimize technical support operations.
Senior Technical Support Engineer
ASM America
Hillsboro, Oregon
01.2012 - 01.2021
- Led escalation for critical customer issues, coordinating cross-functional teams to develop and execute corrective action plans that resolve high-impact problems.
- Provided advanced technical support for semiconductor manufacturing equipment.
- Supported tool installations, retrofits, and upgrades, including NPI and first-of-a-kind or high-risk deployments, ensuring systems met performance and reliability specifications for optimal operation.
- Developed, reviewed, and maintained technical documentation, procedures, and knowledge-base content; captured and published lessons learned to enhance knowledge sharing across global teams.
- Train and mentor junior engineers and field service personnel through on-the-job training, technical reviews, and structured knowledge-sharing sessions
Site Service manager
ASM Ireland - China
Dalian , China
01.2010 - 01.2012
- Established and led local team of twelve engineers for ASM A412 300mm furnace group, enhancing operational capabilities.
- Work closely with Customer Equipment Engineer in identifying key areas of improvement in both tool performance and personnel. Addressing issues and compiling plans to improve areas.
- Assumed secondary role as install manager, coordinating installations and manpower scheduling for a team of eleven install engineers.
- Coordinate and support refurbishment of reused tools purchased by customer, provide micro schedule for both task completion and manpower schedule.
- Facilitated knowledge sharing sessions to improve skills and expertise of local ASM team.
Engineer in Charge
ASM Ireland
Leixlip , Ireland
01.2007 - 01.2010
- Liaised between factory and customer for escalations and new product introductions, ensuring alignment and effective communication.
- Managed floor operations for FSE support group on site, facilitating smooth workflow and issue resolution.
- Delivered second-level technical support to shift engineers, enhancing troubleshooting capabilities and operational efficiency.
- Coordinated engineer coverage and provided escalation support.
- Creation, scheduling and rolling out of FSE and Customer training packages.
Field Support Engineer
ASM Ireland
Leixlip, Ireland
01.2003 - 01.2006
- Delivered on-site technical support, resolving customer issues in a timely manner to minimize downtime.
- Installed and configured equipment to ensure optimal operation at customer sites across various locations.
- Performed routine maintenance and troubleshooting of complex systems to maintain system reliability and performance.
- Maintained 300mm vertical diffusion furnace systems, focusing on poly, cure, and oxidation processes.
Field Service Technician
Semitool
Cambridge, England
01.1997 - 12.2002
- Primary install and service technician for Semitool Vertical Furnace systems across a wide customer base in Europe
- Installed and maintained semiconductor manufacturing equipment on-site at client facilities.
- Diagnosed technical issues and provided timely troubleshooting support for equipment failures.
- Collaborated with engineering teams to implement system upgrades and enhancements.
Maintenance Technician
National Semiconductor
Greenock, Scotland
07.1990 - 12.1997
- Acquired expertise in semiconductor technology through a comprehensive 3-year apprenticeship program.
- Conducted routine service and preventive maintenance on diverse production lines to maintain operational standards.
- Conducted routine maintenance on production equipment to ensure optimal performance.
- Diagnosed and repaired electrical and mechanical issues in manufacturing systems, minimizing downtime.
- Collaborated with team members to improve equipment reliability and uphold safety standards.
Education
Higher National Certificate - Electronic & Mechanical Engineering
James Watt College
Greenock , Scotland Skills
- Team collaboration and leadership
- Customer escalation management
- Performance oversight and training
- Conflict resolution strategies
- Succession planning
Timeline
Director of Technical Support
ASM America
02.2025 - Current
Technical Support Manager
ASM America
02.2021 - 02.2025
Senior Technical Support Engineer
ASM America
01.2012 - 01.2021
Site Service manager
ASM Ireland - China
01.2010 - 01.2012
Engineer in Charge
ASM Ireland
01.2007 - 01.2010
Field Support Engineer
ASM Ireland
01.2003 - 01.2006
Field Service Technician
Semitool
01.1997 - 12.2002
Maintenance Technician
National Semiconductor
07.1990 - 12.1997
Higher National Certificate - Electronic & Mechanical Engineering
James Watt College