Steve Walters
Field Service & Applications Engineer
Tucker,Georgia
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.
Highly-effective Service Engineer skillful in managing technical relationships with customers and liaising internally to identify and communicate solutions to meet customer, business, and project needs. Offering over 20 years of customer support knowledge-base experience. Skillful in generating support tickets using remote support tools. Documented proficiency in Windows, SalesForce & CRM, Linux OS & database administration and troubleshooting and system information analysis.
Overview
30
30
years of professional experience
Work History
Applications & Service Engineer
Analytik-Jena US LLC
06.2021 - Current
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Perform National service coverage for Liquid handling robotics, Real Time PCR and Bio-Imaging Instrumentation in Life Science/Biotech Sector
- Install, repair, upgrade & qualify scientific instrumentation for R&D, Medical Device/Clinical, and biotechnology clients
- Perform critical system validation for RT/PCR, Bio-imaging & robotic liquid handlers
- Proactively identified potential service contract opportunities, driving revenue generation and business growth.
- Conducted detailed failure analysis reports for critical incidents, contributing towards continuous improvement initiatives within the organization.
Field Engineer III
VOLT Technical/QUEST International
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.
Sr. Field Service Engineer
MICROMERITICS Instrument Corp.
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
- Matlab/Simulink programming interface for custom program control of Pilot Scale Micro Reactor with PLC Control.
Field Service Engineer (Electro Mechanical Engineer Technician)
Acea Biosciences Inc.
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.
Senior Field Service Engineer
Tosoh Bioscience Inc.
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
Field Service Engineer Specialist
Nexcelom Biosciences Inc.
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 Opto-Electronics optimizations & upgrades, Designed Field Service Engineer maintenance & training curriculums for Global Distributor Field Engineers
- Provided National & Global field service for scanning image cytometer (installs, upgrades (hardware/software & refurbs)
Senior Field Service Engineer
Bio-Rad Laboratories Inc.
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
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
- Fabrication, CAD, & electro-mechanical sub-assembly testing
- Identified robotic subassembly electro-mechanical root cause failure 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.
Senior Field Service Engineer
GE Healthcare Life Sciences Inc.
01.2000 - 04.2008
- Remote Field Service Engineer for Southeast region
- Installed, repaired and maintained multi-mode Laser Fluorescence scanners and Fluidic Separation Instrument systems for biotech and process applications
- Conducted FDA Compliant IQ/OQ/PQ services for Vaccine Production Facilities & Pilot-Scale new drugs
- Delivered corrective action repairs to scientific instrument system failures
- 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.
Project Engineer II
Johnson Controls
04.1994 - 12.1999
- Trained engineers, using factory authorized instrument service procedures
- Serviced multi-vendor HPLC, ICP-MS, GC & automation of LC/Mass Spec instrument systems
- Electro mechanical fabrication with LabView, CAD Mechanical & Electronic
Education
Bachelor of Science in Chemistry / Biology -
Associate Degree in Electronics Engineering - undefined
Skills
Technical & Applications Support
Installation & Qualification
System diagnostics
Report Preparation
Suggestive Selling
Root Cause Analysis
Laser, LED & Optics Expertise
qPCR Service & Support
Flow Cytometry & Imaging Service
HPLC, LC/MS & Liquid Handling Service
Robotic Automation Service
Preventive Maintenance
Awards
- Glaxo-Welcome Project, Superior Performance Award for Custom Automation Interface HPLC/ Mass Spec hybrid systems
- Superior Academic Achievement from Durham Technical College
Timeline
Applications & Service Engineer - Analytik-Jena US LLC
06.2021 - Current
Field Engineer III - VOLT Technical/QUEST International
09.2020 - 12.2020
Sr. Field Service Engineer - MICROMERITICS Instrument Corp.
02.2019 - 09.2020
Field Service Engineer (Electro Mechanical Engineer Technician) - Acea Biosciences Inc.
06.2017 - 04.2018
Senior Field Service Engineer - 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
Appalachian State University - Bachelor of Science in Chemistry / Biology,
Durham Technical College - Associate Degree in Electronics Engineering,