PAUL REX

***** ** ***** *** **** ● Beaverton, Oregon 97007 ● 503-***-**** ● abkcfr@r.postjobfree.com

Accomplished customer support executive with twenty five years of successful, high impact achievements within the

global semiconductor and medical capital equipment industries. Solid track record driving profitable growth and

increased customer satisfaction. Excellent interpersonal and communication skills with proven ability to interact at all

levels of technical and business management. First class analytical, design and problem solving capabilities dedicated

to the highest quality standards. A confident team leader able to make decisions quickly and drive new business

opportunities effectively.

PROFESSIONAL EXPERIENCE

ELECTRO SCIENTIFIC INDUSTRIES, INC. PORTLAND, OREGON 2005 – Present

ESI is a pioneer and leading provider of photonic systems for micro-engineering and inspection applications. Laser-

based equipment optimizes device features at the submicron level and is used in high-volume production

environments.

DIRECTOR OF CUSTOMER SUPPORT (2009 – Date)

Leader of customer support P&L division supporting a wide range of products and customers in over fifty countries.

Team comprises of 110 staff members worldwide including 9 managers. Executive staff member reporting directly

to the CEO.

• Grew annual service revenue from $20 million to over $30 million.

• Improved gross margin from less than 45% to over 60%.

• Improved customer loyalty and satisfaction from below 80% to over 95%.

• Introduced formal escalation process with online tracking application.

• Drove development of technical training materials including online applications and customer portals.

• Embedded team within formal NPI process resulting in greatly improved support for new products.

• Leader of Quality Improvement Initiative - top corporate initiative.

• Member of CEO’s General Manager’s Forum – six executive members of staff responsible for defining corporate

strategy and policy.

• IT Committee member responsible for overseeing and approving corporate IT programs.

SERVICE BUSINESS GROUP MANAGER (2007 – 2009)

Relocated to United States. Reported to VP of Customer Support. Responsible for managing Customer Support

business and marketing functions. Responsible for business strategies, policies, procedures and managed pricing,

service contract sales and SAP database.

• Developed service contract sales training program and delivered to global Sales team.

• Grew annual service contract sales from $5 million to $12 million.

• Developed multiple, flexible customer service levels.

• Developed real time, online reporting system to measure numerous performance and financial metrics.

• Designed and carried out annual online survey to measure global customer loyalty and satisfaction.

• Member of Information Integrity and Quality (IIQ) group responsible for driving IT investment programs.

EUROPEAN SERVICE MANAGER (2005 – 2006)

Reported to European Regional Manager. Managed regional field service team in Europe, Middle East and Africa.

Supported over 1,000 systems at 400 different customer sites.

• Grew service sales by 30% in first year.

• Increased revenue/FSE from $310,000 to over $530,000.

• Only employee in company to be recommended for High Potential Employee program by multiple Vice-

Presidents’s in first year of employment.

APPLIED MATERIALS, INC. – PARAMETRIC & CONDUCTIVE IMPLANT DIVISION 1990 – 2005

Applied Materials is the world’s largest semiconductor equipment manufacturer with multiple product business groups

and an annual turnover of over $8 billion. Five positions held – see below for details.

EUROPEAN TOTAL PRODUCT SUPPORT MANAGER, UK (2002 – 2005)

• Managed total product support for $400 million European ion implant installed base.

• Direct reports in UK, France and Germany.

• Led global team to successful conclusion of corporation’s largest ever safety issue.

• Business development support.

• Maintained and tracked field performance metrics driving improvement plans where required.

• Set and controlled global installation and warranty reserves of up to $5 million annually.

• Drove Continuous Improvement Program to significantly reduce support costs.

BUSINESS PROCESS MANAGER, JAPAN (2001 – 2002)

• Developed core processes to align region with corporation (e.g. budget setting, support planning, RMA,

prioritisation, balance sheet review etc.).

• Assignment originally for two years but achieved all goals within six months – returned to UK early.

TAIWAN TOTAL PRODUCT SUPPORT MANAGER, TAIWAN (1996 – 2001)

• Managed team of 30 Product Specialists and Customer Engineers in Taiwan, Korea, Singapore and UK.

• Major involvement in securing $200 million foundry implant business.

• Successfully introduced three major new products to multiple customers.

TOTAL PRODUCT SUPPORT ENGINEER, JAPAN (1991 – 1996)

• Provided dedicated on site support to Applied Materials’ largest implant customer near Hiroshima.

• Successfully introduced two major new products.

• Led onsite support team to beat largest competitor in head to head competition for leading microprocessor

manufacturer’s ion implant business. Resulted in $300 million additional sales.

FINAL TEST ENGINEER, UK (1990 – 1991)

• Test, installation and commissioning of ion implant tools.

• Commissioned 20+ systems at multiple, worldwide sites.

EARLIER EMPLOYMENT HISTORY

1988 – 1989 Philips Radiotherapy Systems, Ltd. – Linear accelerator radiotherapy equipment (Senior FSE)

1986 – 1988 Philips Radio Communication Systems Ltd. – Radio UHF links (Senior FSE)

1983 – 1986 Newmarket Microsystems Ltd. – Thick film hybrid circuits (QA Engineer)

EDUCATION / PROFESSIONAL MEMBERSHIP / AWARDS

MBA (2006) University of Liverpool (UK).

HND (1985) Electrical and Electronic Engineering, Cambridge College of Arts and Technology (UK).

Certified Field Service Manager (2007) – AFSMI (USA).

Member of Chartered Management Institute (UK).

Various training courses including Management and Leadership Essentials, Finance for Operations, Customer Service

Skills, Project Management, Safety Management, Managers and the Law. Proficient in the use of Microsoft Office.

Applied Materials Japan Employee of the Year (1994)

Special Commendation for Taiwan customer support (1996)

Applied Materials Excellent Contribution award (1999)

Commendation for new product introduction to Taiwan (2000)

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