Engineer Electrical

Philip Lehrer

** ***** ***** **** ? Oakland, New Jersey 07436 ? ********@*******.*** ?

Home 201-***-**** ? Cell 201-***-****

Service and Support Manager

Service Excellence ~ 1st Class Customer Support ~ Quality ~ Industry

Compliance

Hands on results-driven customer and quality oriented manager with

progressive experience in engineering and technical customer support

worldwide. Able to find new ways to improve customer support and forge

strong relationships between the company, service centers and customers.

Skilled in working with cross-functional teams to achieve the company's

business goals. Achieved a reputation for exceeding expectations and as a

self-starter requiring minimal supervision.

Areas of Expertise

Technical Support ~ Customer Retention and Satisfaction ~ Cross-functional

Leadership ~ World Wide Travel

Project Management ~ Problem Solving ~ Database Development ~ Quality

Engineering ~ Interpersonal Skills

Analytical and Conceptual Problem Solving ~ Customer Training ~

Manufacturing Engineering ~ Supplier Audits

Technical Competencies

PCs and Laptops ~ Microsoft Office ~ MS Visio ~ MS Project ~ Windows XP ~

IFS

Selected Career Highlights

> Dramatically improved customer satisfaction by opening 5 new service

centers in selected countries. Visited, assessed, audited, and

approved new facilities to service company product. Resulted in

improving Turn Around Time for product repair and overhaul by as much

as 3 weeks.

> Spearheaded the implementation of a Microsoft Access based CRM

database to insure that customer issues were reviewed, worked on and

responded to in timely manner. Resulted in a 40% improvement in

customer response.

> Significantly improved customer response time by prioritizing the

inquiries and having the correct personnel respond. As a direct result

of this improvement, we received numerous accolades from many

customers.

> Received Award for "One of the 10 Best Products of the Year" in the

semiconductor industry as Manager of the Automation Systems Group.

> Successfully managed the design of 3 new tool configurations to the

Company's Vanguard Line of products.

> Achieved CE, UL, and SEMI product safety certification with minimal

cost and downtime.

> Instituted and maintained an Engineering Change Request tracking

process in manufacturing that facilitated ECR follow-up and ECO

effectivity tracking. This resulted in 25% fewer parts being rejected

and/or reworked.

> Computerized the Thermo Electric service department invoice and record

tracking system and incorporated a periodic calibration letter to be

generated and sent to customers. This action increased productivity

by 25% and revenues by 20%.

> Lead and facilitated company wide corrective action teams that

resulted in improved product quality and product improvements.

Philip Lehrer Page

Two

Professional Experience

Breeze-Eastern Corporation - Union, New Jersey

2003 - 2009

Aerospace Industry - Manufacturer of rescue hoists, cargo winches, and

cargo hooks

Service Facility / Product Support Manager (8/2004 - 5/2009)

Responsible for managing 17 worldwide service centers that serviced,

repaired and calibrated the company's product. Insured that the service

centers were meeting the company standards by performing periodic on site

audits and recommending changes as required and also facilitated training

for service personnel to insure their skill set was kept up to company

standards. Supported key company customers by providing technical support

as required. Created a number of databases used to facilitate customer

returns, action customer issues and to keep track of documentation sent to

customers.

Technical Support Engineer (11/2003 - 8/2004)

Responsible for providing technical support to end users and internal

service group. Provided documentation as required to customers.

Rudolph Technologies - Flanders, New Jersey

1990 - 2003

Semiconductor Industry - Manufacturer of inspection and measurement

equipment

Electro-mechanical Systems Engineer (11/2001 - 2/2003)

Manager Automation Systems Group / Sustaining Engineering Group (7/1997 -

11/2001)

Manager Manufacturing / Test Engineering (4/1995 - 7/1997)

Lead Production Support Engineer (10/1993 - 4/1995)

Production Support Engineer (11/1990 - 10/1993)

Advanced from production support engineer to engineering management based

upon experience gained, commitment and contributions to the company.

Developed significant product knowledge, competence and expertise allowing

me to successfully manage a group of 5 direct and 3-5 consultants in the

design and development of sophisticated instrumentation for the

semiconductor industry. Reported to the Vice President of Engineering.

Experienced in clean room design, CE and UL compliance and was responsible

achieving these industry approvals on the full product line.

Electroid Company - Springfield, New Jersey

1989 - 1990

Manufacturer of electro-mechanical brakes, clutches and tensioning systems

Electrical Engineer (11/1989 - 11/1990)

Supervised 3 electronic technicians in the production and testing of

multistage tensioning systems. Also prepared wiring diagrams, specified

motors, motor controllers, instrumentation, power supplies and components

used in the manufacture of these systems.

Thermo Electric Instruments - Saddle Brook, New Jersey

1985 - 1989

Manufacturer of temperature controllers, indicators and calibrators

Junior Engineer (9/1988 - 7/1989)

Electrical Engineer (9/1985 - 9/1988)

Designed and tested temperature calibrators and sub systems. Assembled,

tested and debugged new products and performed temperature studies in an

environmental chamber. Supported the manufacturing department by designing

the hardware and software for test fixtures to calibrate and test end

product. Supported the service department by assisting in troubleshooting

difficult problems as well as generating test and calibration procedures.

Education

BS Electrical Engineering Technology, Fairleigh Dickinson University,

Teaneck New Jersey GPA 3.4

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