THE PEOPLE OF U

Jack Hsieh – General Manager, Asia

Jack has been with Universal since April 2000 after previously being a UIC customer when working for SONY Video Taiwan. In his 25 year tenure, he has worked in the service department, transferred to sales, and was promoted to General Manager: Asia, in 2022, to oversee North Asia. Located in Taiwan, Jack is the head of our Global Equipment Sales for Taiwan, China and Northeast Asia.

When not working, Jack enjoys spending time with his family, whether that be enjoying a meal together, window-shopping, or simply lying on the sofa for a few minutes. He does not cook – not even the simplest dish – and typically enjoys going out to eat or bringing meals home from local restaurants, to the likes of Japanese food, Thai cuisine, Korean BBQ, Italian food, and more.

Tell us a bit about your background. Where did you go to school, what did you study, and where did you work before joining UIC?

I’ve been at Universal since April 2000. I was a UIC customer before I joined the company. I worked for SONY Video Taiwan at the factory for 4 years as a user of a machine platform named GSM. When UIC Taiwan was hiring field engineers, I started in the service department and was there for 1.5 years. In January 2002, I became a sales rep, initially in charge of the Taiwan market, and was promoted as sales supervisor the following year, in charge of our Taiwan, Philippines, and some Taiwanese accounts in China.

I took a brief break from late 2005 and returned in March 2006, stepping into the role of regional manager overseeing Taiwan and Taiwanese accounts in China, including one of the central China service teams based in Shanghai. In response to broader economic challenges following the Lehman Brothers crisis in late 2008, UIC began scaling back some of its operations in Asia. As part of the resulting organizational changes, my responsibilities shifted in October 2009 to include regions outside mainland China—specifically Taiwan, Korea, Japan, Thailand, and India.

In April 2013, I re-focused solely on Taiwan, Korea and Japan as the company decided to re-open their Southeast Asia operations. In July 2022, I was promoted to General Manager: Asia, to oversee North Asia. That’s my responsibility and role today.

How long have you been on the UIC team, and what do you do here? What’s a typical day like for you at UI?

I have been here 25 years total. Now that we have our new program called Global Equipment Sales (GES), I was named as GES Head for Taiwan, China, and Northeast Asia. Since April 2024, I have been quite involved in Delta meetings. I’m in meetings and on calls for Delta, IABG, E&S and AMBU, and more. Meetings & emails, day and night!

If you had to sum up UIC in just a few words, what would they be?

UIC was a technology-leading and U.S.-based company before the Delta acquisition. We specialize in the PCBA, automation and semiconductor packaging industry with over 100+ years operation.

If I talk to someone, I say UIC is a legend – king of the multi-function machine. High precision with high speed. When I was a field engineer, we were very proud of our products and still are.

What is something you’d like people to know more about when it comes to UIC? Think products, processes, our industrial footprint, company culture, etc.

UIC is a Delta company and a technology driven corporation with over 100+ years of long, historical industry experience with great competence & many patents. We have the Advanced Process Lab (APL) in the U.S. for new technology development. Our competitors have no such kind of advantage – we are unique in that sense.

How have the tariffs impacted you and your job, and what are some of the solutions you and your team have come up with to navigate them?

Due to recent tariffs, especially between China and the U.S., this will certainly have a big & bad impact to our business in China. Maybe not so severe to Taiwan or Korea at this moment, but from what I see right now, we need to find some quicker remedies or solutions on how to lower the impact on the tariff situation.

Based on my discussions with our U.S. leadership team, perhaps we will have a sub-station assembled in Taiwan or Thailand – it depends on where we ship the goods to. This is in an effort to prevent the direct tariffs due to U.S. cost of ownership. This is a study right now, an ongoing process we are troubleshooting.

Imagine a fun scenario: if you could step into someone else’s shoes at UI for a day, whose role would you choose, and why?

Because I was a service engineer in the past and had different sales roles, I would choose Phil Castoro or Shane Nunes because of our engineering and product teams. The engineering & product team has a heavy influence on the sales and services side. I’d want to know how they prioritize and make decisions for new product development, create road maps/directions, and those kinds of processes.

When you’re not at work, what’s your hobby or interest that might surprise people?

I have no real spare time right now. Relaxing to me is just lying on the sofa, looking for a movie on demand or listening to music. Accompanying my family for lunch, dinner or window shopping is enjoyable for me, too.

A movie I always go back to, since I was a teenager, is ‘The Last Mohicans’ from 1992. It’s old but I always keep it in mind if I ever have time for a movie.

What is your favorite local dish to cook? How were you first introduced to it?

I can’t cook – I don’t even make simple dishes. Some days my wife will cook but we only do that for a couple of meals a week. We usually will go out to eat or bring it back to the house.

I like Japanese food, Thai food, Korean BBQ, Italian food, even steak, U.S./western style. I am not a picky eater at all.

What is one piece of advice or guidance that someone gave you that’s stuck with you?

In my past 25 years with UIC, I’ve learned a lot from my associates, from here in Taiwan or in the U.S., and keep learning from them. In 2004, as a regional sales manager, the former GM of the Taiwan office, Toyokawa San, told me, “Use company money as your own.” I always remember this and try to share with colleagues to this day.

Another was when I was in the U.S. for sales training. Heinz Dommel, a former German district manager in late 2005, shared a book with me after I transferred from service to sales. It is called Who Moved My Cheese? by Spencer Johnson, M.D. The message I carry from that book is to be an honest person, support others’ needs, and always think high and wide to become irreplaceable at your job.

Andrew Cao, Ph.D. – Manager, AREA Consortium

Andrew joined the company in 2024. Previously, he had worked as a faculty member for 18 years at West Virginia University. Over time he lost interest in academic research and pivoted to industrial research where he could focus on solving specific problems and see immediate impact. His role at UIC as the R&D Manager of the Advanced Process Lab oversees the AREA consortium research program and team.

When he’s not at work, he enjoys hiking with his kids, following sports, and keeping up with politics & news around the world. He also likes to build things from old or used materials, resulting in a decoration or a science project at home.

Tell us a bit about your background. Where did you go to school, what did you study, and where did you work before joining UIC?

I received my PhD in Materials Science and Engineering from University of Florida and worked at GE Global Research Center in Schenectady, NY for 5 years after graduation. I then went into academia after that at West Virginia University as a faculty member for 18 years. Over time I lost interest in academic research and wanted to pivot to a more applied focus: industrial research. Industrial research is focused on solving specific problems, and we can see an immediate impact. So, I sought a career change, and started here at Universal in September 2024.

What do you do here at Universal? What does your typical day look like?

As the R&D Manager of the Advanced Process Lab (APL), I oversee the AREA Consortium research program and team, and ensure the successful operations of the Consortium, including membership retention and development.

My daily tasks also include writing research plans, reviewing technical reports written by staff members, updating the consortium website, and hosting interlock meetings with our customers. I am also trying to stay updated on the latest technology developments in the electronics and packaging industry by reading newsletters, review articles, technical literature published in journals, and attending webinars.

Depending on the time of year, since the Consortium meeting is held each Spring and Fall, my day-to-day varies. About 2 months before the meeting, we will start building the meeting structure and activities: scheduling, arranging, planning. My job is to create the meeting agenda, invite guest speakers, notify our members, orchestrate facility set up and meeting logistics, and of course host the meeting. We hope to make the meeting an enjoyable experience for our guests. After the meeting concludes, we post the technical content on our website for members-only access.

You just hosted your first Consortium meeting with Universal. Tell us about it – the process before, during and after.

The focus of the meeting is to review our research progress with project updates, results, and to discuss the upcoming research focuses with our members, we want to present the results in front of the members and a broader audience filled with potential partners, university students & professors. Our spring meeting this year featured six technical sessions focusing on materials, processes, and product reliability. The attendees also enjoyed Q&A sessions and offline discussion which offered opportunities for in-depth discussion and exchanging ideas.

We are in the planning stage right now for the Fall Consortium meeting. For the next 6 months we will have progress from continued projects as well as new projects forthcoming. At this point, we need to define new projects of interest to our members and prioritize those that create the most value. We work in a fast-paced research environment. Every 6 months we need to offer an update, which is different from typical academic research projects that projects that may last 3-5 years.

What can we expect to see from the Consortium meetings going forward?

In the future, regarding our consortium development, I’d like to spend more time discovering ways to expand our research portfolio, increase our member base, and hopefully bring more companies in from other parts of the world. I’d also like to investigate other opportunities for funding and resources. Currently, our research is mainly funded by the consortium membership. We are very interested in collaborating with university professors to seek external funding from state and federal agencies. Building long-lasting collaborative relationship requires complementary expertise and capabilities. The APL has comprehensive state-of-the-art production, testing, and analytical equipment set, and more importantly, we have a dedicated and experienced research team.

If you had to sum up UI in just a few words, what would they be?

We are the longest-standing electronics assembly company and a technology leader in the electronics manufacturing industry. The company’s success is a result of over 100 years of continued technological innovations and quality improvement.

Imagine a fun scenario: if you could step into someone else’s shoes at UI for a day, whose role would you choose, and why?

I’d like to step into our product design engineer’s shoes for a day. That would give me the opportunity to operate our most advanced assembly machine, gaining a better understanding of the precision automation solutions delivered by the combination of our cutting edge software and hardware.

In your leisure time, what are some of your hobbies and interests?

I enjoy hiking with my kids. I like to follow sports and global politics/news on tv. I like to build things – some unique stuff – based on old or used materials. Could be for decoration or some science project at home; that’s what is fun for me. I usually read scientific articles and books. Movies in 90’s and early 00’s, like “A Beautiful Mind” are most interesting to me.

What do you like to cook, and what type of food do you enjoy most?

At home I make some Chinese food, but I enjoy Mexican and Italian food as well. Traditional American buffet is enjoyable too – my family likes Golden Corral, where everyone gets something they like; my kids love the chocolate fountain especially. Locally I’ve been to Texas Roadhouse and that was good, too.

What is one lasting piece of advice or guidance that someone gave you?

One notion that I keep with me is, ‘Stay positive no matter what happens.’ I don’t know where I heard it from specifically – friends, parents, teachers – but I think it’s important to have a good, positive attitude and behavior during different times when you face challenges. View challenges as opportunities for growth and development. That’s very important: stay positive!

William Strusz – Recruiting Manager, U.S. Operations

Will joined the company in 2018. Prior to that, he worked in the technical Talent Acquisition field. He also built an active auto racing team, competing across the North Eastern U.S. He was approached with an opportunity to assist in developing a robust and scalable talent acquisition program and jumped at the chance after discovering the quality of the products and the people that make it happen. In his role, he can immediately see the impact of putting knowledge and skills together and being a part of the relationship-building process by placing the right candidates in the right job where they can thrive and grow. 

Outside work, he enjoys family outings in pursuit of state parks and hiking destinations. He also builds race cars, competes, and coaches drivers in asphalt short-track auto racing competitions.

Please describe your role in more detail.

My role functions within the Human Resources organization and oversees the Talent Acquisition program within Universal’s U.S. Business Unit operations. I have the pleasure of meeting candidates from diverse backgrounds and unique perspectives and taking steps to get to know them better, with the ultimate goal of placing them in the right job where they can thrive and grow. I also assist our hiring managers in defining the requirements, the skill sets required, and the appropriate salary level for the roles they are trying to fill. Then my team and I use a variety of tools (social media, website, networking, job fairs, and even word of mouth) to locate these candidates. I also prescreen the candidates, and once a candidate is chosen, we work alongside both them and the hiring manager in the steps required to bring them on board. 

What do you like most about your role/career?

What I like most about my role at Universal is being able to see the impact of putting knowledge and skills together on a team and being a part of the relationship-building process. Seeing it all come together gives a great sense of satisfaction and purpose.

Would you recommend Universal to others? 

Yes, absolutely. The company is filled with “helper” personalities across all levels and all functions. This leads to a sense of building skills and experience together as we go. There’s a blend of Sr. Level talent with product-specific knowledge, combined with Mid and Jr. level talent who bring different perspectives and methods to finding solutions. It all comes together, leading to inventive solutions to product introductions, advancement of existing technology and processes, and a sense of work satisfaction.

What advice would you give to someone who is just starting a role/career at Universal?

Keep an open eye, open mind, and an open ear for ideas and perspectives with new and existing projects, and take a stance of curiosity. In doing so, your overall knowledge and strengths, and best practices will flourish.

What is something about Universal that surprised or delighted you that you want people to know? 

The most surprising element I’ve realized is how technologically strong not only the product family is but how many incredibly bright, inventive minds are in the same building, each providing input that impacts an overall ecosystem.

Describe Universal in three words or less: 

Impressive technological development.

Aimee Orzel – Customer Order Specialist

Aimee joined the company in 2021. She previously worked at a financial institution for eight years and decided it was time for a career change. She was always intrigued by the manufacturing industry, and the move just felt right for her.  Aimee’s role as a Customer Order Specialist is to ensure that the customer’s needs and specific requirements are fulfilled. She works closely with both sales and manufacturing to track the progress of each customer’s order, from order placement to delivery at the customer site, communicating cross-functionally with many different departments, as well as the customer, along the way.   

She loves to spend time with her rescue dogs, cooking, and painting in her free time.

Please describe your role in more detail.

As a Customer Order Specialist, I ensure that the customer’s needs and requirements for their specific order are fulfilled. I work closely with both sales and manufacturing to track the progress of each customer order, from the receipt and processing of the customer’s purchase order through the order build process to the final delivery to the customer’s site. 

What do you like most about your role/career?

For me, this was a positive change in my career. I find the work we do here at UIC to be fascinating. It is unlike anything I have done before. I like that I play a key role in the customer’s satisfaction with our product by ensuring that what they order is built to their exact specifications and needs. 

Would you recommend Universal to others? 

Yes. There is a lot of crossover between business units/departments. Therefore, there is a lot of exposure to all processes within the company. It allows a new employee to get a good idea of the bigger picture and explore other potential positions for career growth.

What advice would you give to someone who is just starting a role/career at Universal?

Don’t be intimidated. Coming in, especially from a different background or fresh out of college – can seem very intimidating. But don’t feel discouraged; learning takes time.

What is something about Universal that surprised or delighted you that you want people to know? 

Our Advanced Process Lab does some groundbreaking work. I was enthralled by stories of the projects they have worked on.

Describe Universal in three words or less: 

Transformative captivating technology

Suzanne Austenfeld- Total Quality Project Manager

Suzanne joined the company in 2019 after working in various roles and industries, including manufacturing, healthcare, and utilities, with varying degrees of responsibility. She graduated with a BS in Computer Science from Binghamton University and an MBA from Syracuse University. Suzanne excels in cross-functional collaboration with multiple departments to help solve issues and ultimately deliver the highest quality to our customers.

In her free time, she enjoys staying active by walking her dogs, riding her bicycle, and going to the gym with her husband. She is also a dedicated volunteer with the American Red Cross, helping provide shelter to home, insecure people. She also recently coordinated a blood drive right and volunteers as extra security for the Dick’s Open, the PGA tournament held in Binghamton, NY.

Please describe your role in more detail.

In my role, I work with the other departments on project management, process improvement, problem-solving, and training initiatives. This brings together my previous positions in other companies operations, strategic planning, quality, customer service, and procurement.   

What do you like most about your role/career?

In this job, I’ve learned a great deal about the company in a short time, interacting with all levels of management and staff. As a result, I can readily see the impact I have on my work.

Would you recommend Universal to others? 

Yes, you are exposed to so many different design and manufacturing aspects. However, if someone likes variety in their job, they should join Universal.

What advice would you give to someone who is just starting a role/career at Universal? 

Learn – explore, ask questions, and be ready to learn about the products and where you make an impact, whether it be in engineering, manufacturing, or procuring parts for manufacturing.

What is something about Universal that surprised or delighted you that you want people to know? 

Universal is an international company, but with less than 500 people in Conklin and fewer in Rochester, Universal has a local, small-company feel.

Describe Universal in three words or less: 

We impact lives.

Zdenka Mitchell- Customer Order Center Manager EMEA

Zdenka joined the company in 1997 and has worked in a variety of different roles with varying degrees of responsibility, starting as an Administrative Assistant then being promoted to an HR Generalist, and finally to her current role as the Customer Order Center Manager, EMEA. She is multi-lingual and is fluent in several different languages including English, Slovak, and German as well as, some Russian.

In her free time, Zdenka likes to spend time doing yoga, walking, and traveling throughout the world with her husband, Richard – who is also a Universal team member.  

Please describe your role in more detail.

I, along with the support of my team, ensure our customers receive their orders satisfactorily by executing the sales and order management process from receipt of purchase to delivery at the customer site. This involves precise coordination between the customer and Universal’s sales and operations teams to ensure the solution is built to match the customer’s specifications.  I also help to manage the logistics and compliance requirements for shipping our machines and accessories across borders to our customers across all corners of Europe.  As part of a smaller regional team, I also act as the local HR Generalist, this requires a knowledge of labor and hiring practices for the many different countries of the European Union.   

What do you like most about your role/career?

Continuous change meaning that I have successfully worked in a variety of different roles. It’s always very challenging to learn new processes and to interact with new people throughout the organization. 

Would you recommend Universal to others? 

Yes, I would. Very flat structure, international environment, technology, and great people. 

What is something about Universal that surprised or delighted you that you want people to know? 

When I started in 1997 I was intrigued by technology and the people. The same holds true today.  

Describe Universal in three words or less: 

Great people.  Great technology.

Denise Kowal – Manager, Technical Publications 

Denise joined the company in 2005, with many years of broad-based experience in technical writing, and has worked at several different technology companies, including IBM. Universal appealed to her because the company puts great importance on customer documentation and product support. She has held a variety of roles in our Technical Publications Department, including as a technical writer and most recently as the Manager, Technical Publications.

In her free time, Denise likes to spend time with her family, Bible study, and baking. She also serves on the Board of Directors for the Binghamton Figure Skating Club. 

Please describe your role in more detail.

My role as the Technical Publications Manager is to provide support, guidance, and technical leadership to my team. My department is responsible for creating and maintaining detailed hardware and software documentation about all of our diverse products for our customers. Our goal is to provide our customers the information they need and to reduce calls to technical support. We also strive to continually develop world-class product information delivery systems. 

What do you like most about your role/career?

I enjoy documenting how to use our software and hardware, and I hope that what I do makes it easier for our customers to use our products. However, this is not an independent effort, and customer feedback enhances our content. After 16 years, I’m still learning new things; I never get bored.

Would you recommend Universal to others?

I would recommend Universal to others because you get to work on product development, not just push paper. I call it, “getting your hands in the dirt”…you don’t just plan the garden, you get to work in the garden. Our products are fascinating and high-tech. The work challenges you to learn and think creatively. The people we work with like what they do and are passionate about our products. Plus, this company has been in business for 102 years…how many companies can boast that?

What is something about Universal that surprised or delighted you that you want people to know?

The people. We all care about each other, we care about the product, and we are passionate about the work we do.

Describe Universal in three words or less:

Continuous learning.

Phil Castoro- Vice President, Engineering

Phil joined Universal in 2000 after graduating from Clarkson University as an entry-level mechanical engineer. Shortly after that, he advanced into a position as a lead mechanical engineer (while attending Binghamton University to pursue an MSME degree at the same time).  He moved to Shekou China for a 6-month assignment to manage a small cross-functional group of engineers. Upon return, he became a project manager and technical manager. In 2017 he was promoted to the engineering product manager for our Uflex and Automation product lines.  In 2020 he was promoted to Director, Platform Engineering responsible for both mechanical and electrical engineering, and then in 2021, he took the reigns as our VP, Engineering. 

In his free time, Phil likes to spend time with his family; coaching youth Ice Hockey; woodworking, boating & fishing.  

Please describe your role in more detail.

I manage the engineering organization which is responsible for the technical development and sustaining of all Universal’s standard products through their entire product life cycle. Our engineering organization consists of many engineering disciplines and spans 4 sites, including Conklin, NY (Headquarters), Rochester, NY, Charlotte, NC, Bratislava, Slovakia. 

What do you like most about your role/career?

I am a person who strives to make a positive impact on people and the organization. Given my experience, there is no other position in which I feel I can contribute more to both the people and the organization. 

Would you recommend Universal to others?

If you are a person with the initiative, determination, and desire to advance your career then Universal is the place for you!  I believe I’m fortunate enough to serve as an example of how the possibilities here are great. Universal has provided the right level of autonomy for me to create my path. Albeit true to my heart, engineering is only a part of what makes up the Universal team. We are a worldwide team consisting also of marketing, sales, support, field service, manufacturing…….. I truly feel that if someone has the desire, determination, and work ethic they can advance towards whatever path they choose.

 What is something about Universal that surprised or delighted you that you want people to know?

When I started in 2000 I was intrigued by the technology and the people. The same holds true today. You will never learn ‘everything’ there is to know about our products and the industry they serve. Both are complex, and both are ever changing!

Describe Universal in three words or less:

Dynamic & High-Tech