Gary Goyette Email & Phone Number

Rochester, New York Area

Responding to technical support inquiries from customers as well as supporting customer service in the areas of spare part and retrofit sales.

Rochester, New York Area

Handled a variety of customer, vendor, and technical issues related to the closure of the Kayex business.

Rochester, New York Area

•Managed customer service, spare part and retrofit sales of approximately $750K per year.•Acted as final authority for permanent software licenses for all worldwide installations. This process involved coordination with on-site Service personnel, Finance and Sales groups.

• Acted as Interim Field Service Manager from 1999-2000 and again 2006-2008.• Acted as main point of contact for technical support inquiries from customers, Kayex personnel, and China Joint Venture personnel.• Served as technical liaison between customers and Kayex personnel to create field retrofit sales proposals with values up to $250K. These proposals addressed process and equipment improvements.• Provided technical analysis and warranty authorization for customer inquiries.• Managed daily activities relating to field installations and in-house testing of new equipment.• Grew the Test/Field Service group from 3 personnel to 20 to address rapid business growth.• Coordinated installation efforts for up to 100 installations and/or service calls per year, generating revenue of approximately $500K annually.• Responsible for department with annual budget in excess of $500K.• Involved in creation and support of a Problem Report database to track and analyze repair issues• Created and maintained a Technical Support database consisting of procedures, troubleshooting techniques and customized documentation used by various Kayex personnel.• Managed daily activities relating to field installations and in-house testing of new equipment.

• Handled technical support inquiries from customers, Kayex field personnel, and China Joint Venture personnel.

• Continued to serve as an F.S.E./in-house test technician along with being responsible for the daily leadership tasks of up to 18 people.• Software simulation debugging.

• Performed in-house testing of newly built crystal growers. Worldwide travel to customer sites to install the equipment. In addition to installation tasks, field responsibilities included serving as an on-site project manager for the customer as well as providing maintenance, operational, and process training.

• Built control console cabinets for crystal growing furnaces. Tasks included wiring harness installation, soldering components to control boards.