Directing and developing a team of Customer Engineers. Create and maintain an environment that can provide a high level of customer satisfaction while managing revenue, margin, and employee satisfaction.• Forecast financial, manpower, and operational requirements for key businesses• Identify and pursues service agreement business in conjunction with marketing and sales• Ensure the appropriate safety practices among customer engineers• Develop CE skills, including managerial or other specialist talent• Works with other teams and regions to provide solutions that support organizations plans

Successfully developed and managed a process to allocate product to critical customers and accounts during extreme shortages due to supply chain issues. During this crisis I worked directly with senior management including SVP & GM VMware/ VeloCloud BU, VP of VeloCloud Sales, along with Senior Director of Operations.• Developed semi-automated process to track, prioritize, and allocate orders• Ran daily “War Room” meeting directing and influencing cross fictional groups• Developed and published daily communications including status on allocation request and information to guide Sales team• Developed exit strategy to be executed post crisis

Planned and executed technical and administrative support for field service engineers, coordinating installation, repair, preventative maintenance, and escalation support worldwide. Prepared and managed labor utilization analysis, determining ideal resource distribution models. Oversaw budgets and prepared forecasts to manage labor and expenses.• Forecasted, and delivered $18M of service revenue annually• Project Managed critical tool refurbishments by collaborating with suppliers and procurement to insure on time delivery• Developed, negotiated and executed multi-year service contracts, typically 60% margin or better• Ensuring customer expectations were met by partnering with manufacturing, sales, sales operations, and applications to deliver and install tools on time• Negotiated, and executed first 2 service owned refurbishments, generated; $1.1M in revenue at 82% margin• Delivered cross-functional leadership, driving customer satisfaction, implementing process enhancements, and attaining sustainable revenue and margin growth

Anodizing & Plating Services focused on Semiconductor and Medical Device marketsDirector of Operations Directed day to day operations of 90-person metal finishing facility including support groups - manufacturing engineering, facilities, waste treatment, and customer service. Financial responsibilities included forecasting and achieving revenue, controlling direct and indirect labor cost, manufacturing supplies, and capital equipment.• Drove efficiencies through Lean Manufacturing; completed multiple Kaizen events creating hard and soft savings throughout the factory• Worked directly with major technology customers to develop emerging engineering solutions such as minimizing micro particles effecting wet process and part functionality