Steve Walters
Baltimore,MD
Summary
Logical Service Engineer & Technical Support Engineer with extraordinary troubleshooting and problem-solving skills. Offering over 20 years of experience performing equipment installation, inspection, and assembly. Well-versed in monitoring installed equipment and maintaining equipment in proper condition throughout product life-cycle. Highly effective Service Engineer, skillful in managing technical relationships with customers and liaising internally to identify and communicate solutions. Adept in creation of resolution strategies for business and project needs. Offering over 20 years of customer support knowledge-based experience. Skillful in generating support tickets using remote support tools. Documented proficiency in Windows, Salesforce & CRM database administration.
Overview
31
31
years of professional experience
Work History
Product Specialist Engineer
Applied Photophysics, LLC
Charlotte, USA
06.2024 - 12.2024
- Served as a Product Service Specialist for Circular Dichroism, Stopped Flow Spectrometers and Differential Scanning Fluorometers for biophysical characterization of biomolecules
- Developed expertise in optical detection accessories for absorbance & fluorescence measurements of varied optical photo-detection design. Accessory attachments include CCD Detectors, PMT’s, Avalanche Photo Diode (LAAPD)
- Deployed light control technology using precision fiber optics, optic filters and lenses for energy targeting & optimization
- Perform system validations, IQ/OQ/PQ’s, instrument calibrations, PM’s & repairs
- Tracked customer inquiries, support requests, and scheduled service visits via Salesforce CRM
- Researched product's technical specifications and accurately communicated information.
Applications & Service Engineer
Analytik-Jena US LLC
Tewksbury, USA
06.2021 - 06.2024
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions
- Install, repair, upgrade & qualify scientific instrumentation for Bio-Pharmaceutical, Medical Device & Clinical Lab clients
- Perform critical system validation for Real Time PCR, Bio-imaging instrumentation & Robotic Liquid Handlers
- Proactively identified potential service contract & instrumentation sales opportunities, driving revenue generation and business growth
- Provided product specialist service expertise for OEM instrument partners at strategic healthcare facilities
- Developed a comprehensive training program for junior engineers, fostering professional development within the team
- Upgraded, deployed and integrated Clinical & Scientific systems and networks.
Field Engineer III
VOLT Technical/QUEST International
Irvine, USA
09.2020 - 12.2020
- Perform installation, networking, calibration, preventive maintenance, and repair of Medical X-ray CBCT and Imaging Cell Sorter Devices & RAID RFID Inventory Medical Devices
- Researched emerging technologies to stay current with industry trends and maintain a competitive edge in service offerings
Sr. Field Service Engineer
MICROMERITICS Instrument Corp.
Norcross, USA
02.2019 - 09.2020
- Perform comprehensive full service for field & in-house service and technical support
- Participate in Engineering Project Teams for custom units and manufacturing
- Service as lead for Particulate Systems & novel powder rheometer platform
- Service & support atmospheric ionization Mass Spec, Laser Diffraction, & Coulter-Counter technologies for Materials Analysis applications
- Developed PLC ladder logic programs instructions of Pilot Scale Micro Reactor with PLC Control
Senior Field Service Engineer
Acea Biosciences Inc.
Vista, USA
06.2017 - 04.2018
- Provided in-house quality control for new orders and oversaw installation and repair of electro-mechanical hardware, computer and scientific application problems
- Perform upgrades & service of Flow Cytometer analysis systems
- Conducted troubleshooting of instrument system failures for laser optics, fluidics and micro-flow electromechanical issues
- Worked closely with Scientific Applications and Sales/Marketing teams on pre- and post-sale Customer Support
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences
Field Service Engineer II
Tosoh Bioscience Inc.
San Francisco, USA
06.2015 - 04.2017
- Played key role in stabilizing, streamlining and integrating the Field Service for polymer analysis technology into the Clinical Diagnostic's larger Field Service Organization operation system
- Delivered cross training and integration of the scientific Field Service with Clinical Diagnostics Field Service leading to significantly improved infrastructure, response time and customer satisfaction
- Provided expert technical assistance during installation projects, ensuring proper setup and alignment of complex machinery components
Field Service Engineer Specialist
Nexcelom Biosciences Inc.
Lawrence, USA
06.2010 - 05.2015
- Lead Service Engineer for Cell Cytometer in North America & Europe
- Oversaw installation, maintenance, troubleshooting diagnostics & repairs of electro-mechanical Cell Cytometry Imaging instrument systems & Sample Storage Robotics Systems (hydraulic, pneumatics & electro-mechanical technician controls)
- Performed LED Optical Electronic optimizations & upgrades, Designed Field Service Engineer maintenance & training curriculums for Global Distributor Field Engineers
- Provided National & Global field service for scanning image cytometer including installs, hardware & software upgrades and refurbishments
Senior Field Service Engineer
Bio-Rad Laboratories Inc.
Hercules, USA
02.2009 - 02.2010
- Remote Field Service engineer for Mid-Atlantic region performing installation, maintenance and repairs of Flow Cytometers, Real Time PCR, Molecular Imaging Systems and Bio-Separations Systems
- Performed installation qualifications (IQ), operations qualifications (OQ) and performance qualifications (PQ)
- Resolved Real-Time PCR Instrumentation & Flow Cytometry System applications & operation issues
- Employed advanced engineering techniques for laser optics, pneumatics, fluidics and robotic sub-assemblies to validate Flow Cytometer dispersion X-Maps for biotech instrument systems
Field Service Engineer / Technical Support
Aperio
Vista, USA
07.2008 - 07.2009
- Provided effective service & training instruction to customers in Aperio Digital Scanning Microscopes, Image View software Pathology Informatics databases
- Configured and installed Pathology Informatics Network Servers in Microsoft Server 2003/2008 format in customer IT functions
- Identified robotic subassembly electro-mechanical root cause failures for glass slide autoloader & implement reliability measures
- Developed training presentations with application specific content for Digital Pathology image analysis, PACS Imaging Database-Image Analysis System, and Microscopic Imaging System tools
- Improved equipment reliability by conducting thorough field service repairs and maintenance tasks
Senior Field Service Engineer
GE Healthcare Life Sciences Inc.
Piscataway, USA
01.2000 - 04.2008
- Installed, repaired and maintained multi-mode Laser Fluorescence scanners and Fluidic Separations Instrument systems for biotech and process applications
- Conducted FDA Compliant IQ/OQ/PQ services for Vaccine Production Facilities & Pilot-Scale new drugs
- Provided technical reports and root cause analysis of onsite system failure issues to R&D Engineering and Technical Support functions
- Played significant role in driving 15% average annual growth in region over 8 years, doubled installation service base, and influenced customers to upgrade to multiple service contracts
- Managed inventory of spare parts, ensuring availability of components for efficient repair operations while minimizing costs
- Identified process application failures & implemented resolution strategies accordingly
Project Engineer II
Johnson Controls
Durham, USA
04.1994 - 12.1999
- Trained engineers, using factory authorized instrument service procedures
- Developed spectroscopy & fluorescence detector service expertise in support of ‘in-house’ capabilities
- Collaborated on interdisciplinary projects, showcasing adaptability and versatility as a Project Engineer
Education
Associates Degree in Electronics Engineering - Electronics Technology
Durham Technical College
Durham, NC05.1997
Bachelor of Science - Chemistry
Appalachian State University
Boone, NC05.1983
Skills
- Technical & Applications Support
- Installation & Qualification
- System Validation & Compiiance Testing
- System Diagnostics and Root Cause Analysis
- Customer Training Provider
- Preventive maintenance
- Pre & Post Sales Support
- Spectroscopy & Fluorescence Scanners
- Laser, LED & Optics Expertise
- Bio-Imaging System Technician
- Robotic Automation Service
Timeline
Product Specialist Engineer
Applied Photophysics, LLC
06.2024 - 12.2024
Applications & Service Engineer
Analytik-Jena US LLC
06.2021 - 06.2024
Field Engineer III
VOLT Technical/QUEST International
09.2020 - 12.2020
Sr. Field Service Engineer
MICROMERITICS Instrument Corp.
02.2019 - 09.2020
Senior Field Service Engineer
Acea Biosciences Inc.
06.2017 - 04.2018
Field Service Engineer II
Tosoh Bioscience Inc.
06.2015 - 04.2017
Field Service Engineer Specialist
Nexcelom Biosciences Inc.
06.2010 - 05.2015
Senior Field Service Engineer
Bio-Rad Laboratories Inc.
02.2009 - 02.2010
Field Service Engineer / Technical Support
Aperio
07.2008 - 07.2009
Senior Field Service Engineer
GE Healthcare Life Sciences Inc.
01.2000 - 04.2008
Project Engineer II
Johnson Controls
04.1994 - 12.1999
Associates Degree in Electronics Engineering - Electronics Technology
Durham Technical College
Bachelor of Science - Chemistry
Appalachian State University
Personal Information
Title: Field Applications & Service Engineer
Awards
- Glaxo-Welcome Project, Superior Performance Award for Custom Automation Interface HPLC/ Mass Spec hybrid systems
- Superior Academic Achievement from Durham Technical College
Personal Information
Title: Field Applications & Service Engineer
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