Brian Caughey Email & Phone Number

Managed global technical support team for of all Symmetricom products.• Hire, develop and retain 18 global tech support engineers for all technical product resolutions. • Drove new service offerings and setup teams for these new global locations in India and China. • Collaborate with engineering on all new product release training and launch.• Install, test, and train technical support engineers and sales on new product offerings.• Released field upgrade parts kits to… Show more Managed global technical support team for of all Symmetricom products.• Hire, develop and retain 18 global tech support engineers for all technical product resolutions. • Drove new service offerings and setup teams for these new global locations in India and China. • Collaborate with engineering on all new product release training and launch.• Install, test, and train technical support engineers and sales on new product offerings.• Released field upgrade parts kits to minimize cost of ownership.• Upgrade technical support lab to support customers, sales, and team training.• Daily management of customer escalations.• Manage department’s budgets and spending. • Developed ISO9001 department procedures.• Provide product demonstration support as required in remote locations.• Improved Oracle service ticketing system to allow for accurate reporting. • Presented to Executive team quarterly TL9000 metrics. Show less

Resposible for global product technical support for all of Novellus’ robotic/wafer handler products.• Reduced escalations by 50% with average days to close 2.6 days.• Scheduled on-site training for field service and customers on high failure problems..• Generated FMEA reports for serviceability and installation for new product upgrades.• Input on product design reviews to focus on safety and serviceability.• Partnered with marketing and sales to develop/launch product… Show more Resposible for global product technical support for all of Novellus’ robotic/wafer handler products.• Reduced escalations by 50% with average days to close 2.6 days.• Scheduled on-site training for field service and customers on high failure problems..• Generated FMEA reports for serviceability and installation for new product upgrades.• Input on product design reviews to focus on safety and serviceability.• Partnered with marketing and sales to develop/launch product collateral identifying product enhancement offerings for revenue generation. • Professional service revenue (upgrades) ranged from 10 to 20 percent of total sales. Show less

• Promoted 9 managers to manage the daily activities of individual product support groups.• Developed and maintained service exchange parts list for all products, allowing company to reduce warranty costs when using reworked parts.• Approved all regional spares inventory stocking levels to maintain support of installed base/cost reduction programs.• Provided guidelines for field service headcount model based on system MTTR, MTBF and PM time to maintain all products.• Opened… Show more • Promoted 9 managers to manage the daily activities of individual product support groups.• Developed and maintained service exchange parts list for all products, allowing company to reduce warranty costs when using reworked parts.• Approved all regional spares inventory stocking levels to maintain support of installed base/cost reduction programs.• Provided guidelines for field service headcount model based on system MTTR, MTBF and PM time to maintain all products.• Opened company's global response center to support 24-hour service for internal/external customers. • Documented all department functions for ISO 9001 certification.• Developed head count model for executive approval of new additions to product support groups.• Traveled 25-40% to train global service teams on product warranties and customer relationships.• Presented cost reduction/reliability programs to customers for cost of ownership reductions.• Developed and implemented service contract pricing structure. Approved all special contract pricing Show less

Responsible for hardware/software customer support for Novellus metal CVD and PVD products.• Created an organization of 21 engineers to focus on customers, field service, engineering, sales and marketing support. • Developed an approved recommended spares list per product line.• Led task force at customer sites when normal actions could not solve customer problems.

Managed 17 technical trainers and 2 coordinators with responsibility for directing activities of customer and employee training in the operation/maintenance of company products. • Established level 1, 2 and 3 qualifications for field service to ISO 9001 standard. • Increased customer satisfaction rating of training course to score of 9 out of 10.

Responsible for directing the coordination of 25 field support engineers on technical and administrative support activities including installation, repair, preventative maintenance, engineering change upgrades, etc.