Expert Details
Automatic Optical Inspection (AOI) Equipment and Customer Support Management
ID: 728317
New Hampshire, USA
Expert successfully has been resolving, almost on a daily basis, customers' conflicts and crises. On top of it he constantly was orchestrating Customer Support organization changes to meet customer new needs along with company business goals. Even during an extremely difficult market (2001 & 2009), he managed to achieve all his organizational and financial goals.
- The company needed to reduce travel expenses by more remote support. Expert orchestrated to build the Response Center department, which at the end of the process not just the travel expenses dropped down also all customer support organization became much more profitable. - One of the Start up companies, had a need to build a strong team of customer support.
Expert took it as a consultant project with two months this company have had a professional dedicated and motivated team which operated in the most efficient.
- PCB shop in Florida had poor yield and high down time of their equipment. Expert spend many weeks to analyze and consulting the executive team. As a result the yield improved by 2.5% (~ $1M) and their equipment down time improved tremendously.- Expert consulted one of the major PCB shops in Virginia, the goal was to increase efficiency and productivity. Within one quarter only the productivity of AOI department improved by 12%.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2001 | Degree: BS | Subject: Electrical Engineering | Institution: Kennedy-Western |
| Year: 1991 | Degree: CCP (Certified Computing & Programming) | Subject: Programming | Institution: University of Tel-Aviv Israel |
| Year: 1987 | Degree: AS Electronics | Subject: Computers Electronics | Institution: Uniersity of Beer-Shiva Israel |
| Year: 1985 | Degree: Military Jet-Air-Craft Technician | Subject: Avionics / Mechnics / Optics / Hidraulics | Institution: Military |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2009 to 2010 | Employer: Orbotech | Title: Director of Customer Support | Department: |
Responsibilities:As leader of CS Operations, reporting to the Executive VP, Operations responsibilities included: annual revenue of $12M, expenses, budget planning, P&L, contracts, logistics, and customers satisfaction. The 30-person CS organization is structured with a Response Center, Administration, Management, Logistics and Field support and provides support to more then 300 customers in US, Brazil and Mexico with about 800 Orbotech’s equipment. This support includes Sales support, break & fix, training, installations and audits. Although 2009 was the most challenging year in Orbotech history, we met our business targets with over-achievement on P&L goals. |
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| Years | Employer | Title | Department |
| Years: 1999 to 2009 | Employer: Orbotech | Title: Customer support manager | Department: |
Responsibilities:Reported to VP of Customer Support.Managed all business related activities with customers and contractors. Negotiated and signed more then 100 service contracts per year and met or exceeded all quarterly financial goals. Led a team of 18 engineers including Response Center experts, field support engineers and Product Managers with a very efficient and profitable operation that achieved the highest possible customer satisfaction rating. Coordinated and dispatched CSEs. for customer activities. Managed on-going technical projects, such as installations, field upgrades, evaluations and training. Orchestrated changes in CS organization to maximize efficiencies. Over eight years, increased installed base by 25% and scaled manpower resources with no impact on customer satisfaction |
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International Experience
| Years | Country / Region | Summary |
|---|---|---|
| Years: 1991 to 1992 | Country / Region: Germany | Summary: Expert was supporting the office in Germany which provided Customer support around Europe. |
| Years: 1987 to 1993 | Country / Region: Israel | Summary: Expert performed many roles in High Tech manufacturing site. |
Additional Experience
| Expert Witness Experience |
|---|
| -Performing efficiency consulting at Via-System (Richmond VA) -Performing Customer Support Management for Orbograph (young group of managers) - Expert witness, working with insurance organizations to estimate fire damage on capital equipment. |
| Training / Seminars |
|---|
| - Developed Maintenance for Customers course. - As a specialist, he facilitates seminars on a quarterly basis. - Delivered many courses to employees and customers. |
| Vendor Selection |
|---|
| Sourcing Third party support for remote areas in Brazil and Canada |
| Marketing Experience |
|---|
| Expert knows all the PCB shops in North America and Canada includes the key players. Expert knows all the PCB Capital equipment vendors. |
| Other Relevant Experience |
|---|
| Contract negotiations, Customer support operation and business, Technical expert on AOI equipment (Automatic optical inspection) |
Language Skills
| Language | Proficiency |
|---|---|
| English | As a director of customer support Expert masters verbal and written communication to perfection. |
| Hebrew | Expert grew up and spent all his teen age in Israel. |
| Russian | Expert born in Russia and spent his first 9 years there, since then he still keep using it with friends and family. |
Fields of Expertise
alternative dispute resolution service, call center operation development, customer service development, electrical machinery servicing, electronic equipment failure analysis, equipment specific maintenance, evaluation service, maintenance, maintenance control, maintenance engineering, maintenance planning, management service organization, plan, planning, project management, project scheduling, scheduling, service, service development, service marketing, service organization, service suitability testing, servicing, automated optical inspection