- Day-to-day management of all customers within EMEA Region for all Service related activities- Manage all direct Field Service Engineers (35) Based in Ireland, UK and Germany – Develop Goals & Objectives as part of Annual Performance Reviews.- Provide real time direction to Field Service Engineers (FSE) on all daily activities, installations, upgrades and continuous improvement projects.- Manage all New Tool Installations from scheduling resources to Equipment Sign off- Coordinate technical support activities in support of troubleshooting problems, determining root causes and implementing corrective actions and communicate via Technical Bulletins to customer Engineering Dept.- Build and maintain business relationships, communicate technical information and assist with resolution of customer’s issues.- Assist Europe Sales Team, FSE (Field Service Engineer) and BU (Business Unit) teams to grow Non-systems revenue and customer satisfaction in all accounts.- Work closely with Sales Director at Key Accounts on tactical activities in support of customer requirements, including management of Account Action Forms, Demo Requests, Request for Quotes and Requests for Information.

- Provide real time direction to N.Ireland Field Service Engineers (FSE) on all daily activities, installations, upgrades and continuous improvement projects. - Manage all New Tool Installations to Equipment Sign off - Coordinate technical support activities in support of troubleshooting problems, determining root causes and implementing corrective actions and communicate via Technical Bulletins to customer Engineering Dept. - Build and maintain business relationships, communicate technical information and assist with resolution of customer’s issues. - Work closely with Sales Director at Key Account on tactical activities in support of customer requirements, including management of Account Action Forms, Demo Requests, Request for Quotes and Requests for Information.

- Project Manage all new equipment installation at Customer Sites.Includes liasing with customer facilities through safety level sign offs, micro-managing onsite Service Engineers and External Vendors for hardware installation and setup to customer specific specification and supporting customer Process Engineers for equipment qualification to meet both Novellus and Customer Virtual Factory sites specification for new equipment and / or Fab start-up to final production handoff.- Equipment sustaining at Customer Sites – Includes Customer interface, achieve equipment availability to support High Volume Manufacturing, Preventative Maintenance planning, manage resources, Customer Technician training, Novellus Service Engineers delta training, develop troubleshooting plans and drive execution, equipment upgrades with pre-task planning, documenting Availability data with the creation of pareto charts.- Drafting SPA (Safe Plan of Action) and NSOP (Non-Standard Operating Procedure) procedures for all non-standard maintenance activities.- Support of Global Customer Sites – Intel Ireland (July 2003 – June 2007)- Liase and consult with Manufacturing and Quality Assurance departments to improve quality notification process and to implement manufacturing test procedures and quality inspection improvements for new equipment shipments.- Manage Equipment Escalations (Down >24Hr’s), developing troubleshooting plans, ordering parts and liasing with Product Support Engineers and higher management (Down >5 Days).- Key Achievements50% reduction in quality issues of new equipment shipped to Intel Ireland resulting in smooth equipment start-ups thus achieving high customer satisfaction.Achieved Customer Purchase Spec Availability on rolling 6wk Average at Intel Ireland site for Electroplating Equipment & Chemical Monitoring Equipment on 2 different Technologies – 1st time achieved within Intel organization.

- Equipment sustaining at Customer Sites – Includes Customer interface, achieve equipment availability to support High Volume Manufacturing, Preventative Maintenance planning, manage resources, Customer Technician training, Novellus Service Engineers delta training, develop troubleshooting plans and drive execution, equipment upgrades with pre-task planning, documenting Availability data with the creation of pareto charts.- Co-ordination with Business Unit & Product Engineering Department on Equipment Upgrades and Design changes. - Support of Global Customer Sites – Intel Ireland (Dec 2000 – June 2001 & July 2003 – June 2007), ST Microelectronics Italy (Aug 2002 – July 2003), Infineon Germany (June 2001 – Aug 2002), UMC Taiwan (June 2002) and Altis France (July 2001).- Reporting of quality issues of new equipment to Manufacturing and Quality Departments and part quality issues to Engineering Department returned to suppliers for failure analysis via SAP.- Key AchievementsZero Recordable safety incidents at all Customer supported sites.

- Debug, Repair and Fault analysis of Memory Modules to component level.- Ensuring production and shipping targets are met in a fast and effective turnaround time.- Providing detailed Fault analysis for all OEM Customers.- Installation, Set-up, Maintenance and ensuring smooth running of Automated Labelling, Routing, De-panelling and Binning machines.- Set-up and Maintenance of Test Equipment and Automated Test Handlers.- Liasing with Production Manager and Engineering Manager and producing reports on automated machines received on a trial / eval basis.- Producing and Performing Preventative Maintenance schedules for all automated machines- Producing Work Instructions for Debug and Automated Machinery - Technician and Operator Training