Mark Lane Email & Phone Number

San Diego, California, United States

San Diego, California, United States

San Jose, California, United States

• Built the service organization from the ground up for this start-up company. Led and managed the workload for a cross-functional team in the areas of Technical Service, Field Service Engineering, Training, and Data.
• Recruited, hired and trained a successful team of over 20 Field Service Engineers, increasing the number of systems serviced by 300%.
• Achieved 0% turnover for the past 3 years in a field known for high turnover rates.
• Exceeded annual targets for response time, customer satisfaction and guaranteed uptime.
• Developed and implemented a 5-year Service Budget Plan, remaining under budget since inception.
• Collaborated with the R&D team to implement enhancements that improve product reliability and serviceability.

Sunnyvale, California

• Accountable for Catalys Service revenue in the Americas which consists of over 80 systems and 10 Engineers.
• Oversee Operational expenses for Field Service group.
• Support Tiered Service plans to meet equipment up-time goals.
• Support Distributor Partners to ensure they can successfully provide for their customers.
• Developed & taught training classes to transfer Catalys knowledge to AMO Engineers worldwide.
• Create & maintain FRU spare parts list within SAP system.

San Francisco Bay Area

San Francisco Bay Area

• Solar Wafer Processing Equipment Manufacturing
• Direct all service activities in APAC which include over 20 direct reports.
• Built service organization in China to support $20 million worth of solar capital equipment on a 24/7 basis.
• Established service spares warehouse in Shanghai to house, import, and export spare parts.
• Successfully supported technology transfer of solar business unit from Santa Clara, CA to Singapore.
• Ensure personal development for all Service Personnel to promote growth and retention.

San Francisco Bay Area

• Facilitated technology transfer from 3D Systems in Valencia, Ca to DPSS-Lasers in San Jose, Ca.
• Coordinate laser systems delivery with 3D Systems’ OEM manufacturer.
• Maintain new laser production and service laser repair schedules for 4 technicians.
• Track laser performance and provide reporting as required.
• Track parts shortages and non conforming parts issues.
• Provide technicians with troubleshooting techniques and help with problem systems.

San Francisco Bay Area

• Built Alpha and Beta DGE and DCE units, offered improvement ideas & processes to engineering.
• Designed final test stations and fixtures.
• Wrote process flowcharts, assemblies, alignment, and final test procedures.
• Trained production technicians and operators in Assembly and Final Test Areas.
• Optimized manufacturing processes, responsible for trend and yield charts.

San Francisco Bay Area

• Responsible for repairs on a wide variety of laser systems both in-house and at customer sites.
• Conducted training and preventative maintenance classes for customers.
• Conveyed customer complaints and requirements to both engineering and sales.
• Provided telephone troubleshooting support for key OEM accounts.
• Worked in manufacturing to help build key laser systems at quarter end.
• Traveled about 50% of the time to customers locally, nationally, and internationally.

• Established start-up service operations for $450,000 Laser Zone Texturing Tools manufactured by Spectra-Physics.* Scheduled weekly activities for Field Service Engineers.* Generated labor rates and inventory pricing.*.
• Traveled extensively internationally for training, installation, and service issues.
• Organized 24-hour service response for key customers. (Western Digital & Seagate)
• Conducted customer demonstrations and applications workshops.

Phoenix, Arizona Area

• Installed and performed training for semiconductor die attach and wafer mounting equipment valued at over $300,000 each.
• Taught domestic and international training seminars at customer sites.
• Conducted equipment buyoff at ESEC Switzerland including analyzing initial equipment performance and certifying conformance with customer requirements.
• Hosted process evaluation workshops to promote goodwill toward customers and vendors.
• Provided 24-hour service response to key customers including Intel, Motorola, IPAC, and Delco Electronics.

• Established service support for worldwide customer base totaling 1.5 million dollars annually.
• Organized QAT team for improving on-time delivery resulting in an 80% to 95% improvement.
• Established database to track warranty returns and failure analysis trends.
• Implemented control procedures ensuring correct return shipments.
• Provided training for worldwide OEM customers and distributors.
• Supervised eight service and production technicians.