Accomplished Technical Support Engineer with a proven track record at Process Equipment Support Services, enhancing customer satisfaction through expert troubleshooting and effective problem-solving. Skilled in technical documentation and mentoring, I excel in transforming complex technical challenges into understandable solutions, significantly improving operational efficiencies.
Overview
20
20
years of professional experience
Work History
Technical Support Engineer/ Trainer
Process Equipment Support Services
11.2019 - Current
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Performed root cause analysis of reported issues to enact corrections.
Explained technical information in clear terms to promote better understanding for non-technical users.
Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Mentored junior members of the team on best practices in issue resolution techniques.
Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
Led training sessions for new staff to ensure high-quality technical support standards across team.
Senior Field Service Engineer
CVD Equipment Corp.
05.2015 - 05.2019
Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
Scheduled service calls according to customer location and urgency of need.
Maintained tools and equipment, parts inventory, and library of machine manuals.
Updated and maintained assigned machines per manufacturer specifications.
Tested equipment performance and demonstrated operation and servicing best practices.
Performed onsite installation, modification and maintenance of systems and equipment.
Technical Support Engineer/ Trainer
Process Equipment Support Services
05.2013 - 03.2015
Led training sessions for new staff to ensure high-quality technical support standards across team.
Explained technical information in clear terms to promote better understanding for non-technical users.
Performed Installation and startup of Veeco Ion Beam Etch and Deposition Equipment.
Performed Vacuum Maintenance Training Classes for customer maintenance technicians.
Senior Field Service Engineer
Veeco Instruments
05.2004 - 09.2012
Performed onsite installation, modification and maintenance of systems and equipment.
Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
Provided expert technical assistance during installation projects, ensuring proper setup and alignment of complex machinery components.
Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
Education
Associate of Applied Science - Electronics Technology
DeVry Technical Institute
East Brunswick, NJ
06.1984
Skills
Technical Support
Technical Troubleshooting
Problem-Solving
System Troubleshooting
Customer Support
Technical Documentation
Customer Service
Training and mentoring
Service Calls
Hardware upgrades
Training material development
Equipment Repair
Timeline
Technical Support Engineer/ Trainer
Process Equipment Support Services
11.2019 - Current
Senior Field Service Engineer
CVD Equipment Corp.
05.2015 - 05.2019
Technical Support Engineer/ Trainer
Process Equipment Support Services
05.2013 - 03.2015
Senior Field Service Engineer
Veeco Instruments
05.2004 - 09.2012
Associate of Applied Science - Electronics Technology
DeVry Technical Institute
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