Project Manager Customer Service

Tracy L. Robinson

**** ****** **. ******** *******, CO. 80922

719-***-**** (C)

********@*****.***

Education:

University of Colorado

Degree: Master of Business in Finance and International Business

University of Phoenix

Degree: Bachelor of Science in Management

Pennsylvania Technical Institute

Degree: Associate of Science in Electronic Engineering

Skills:

. Strategic planning, Risk assessment, Proactive planning

. Mentoring, Coaching, Team Leader, Personnel development

. Customer relation, Vendor and Supplier negotiation, Toyota Way

. SPC, Preventative Maintenance, Analytical Troubleshooting, Process

Improvement

. Microsoft Office, Expert systems

Professional Experience:

Simax Lithography Title: Technical Support

Customer Service Manager

Simax Mesa, AZ Facility Manager

Date: December 2012 - Present

Responsibilities:

Technical Support Customer Support Manager:

. Manage Technical Support and Field Service Engineers

. Manage and actively participant in customer escalations

. Develop solutions for various predicaments

. Risk analysis and go / no go planning

. Demonstrate confidence and abilities in high stress situations

. Promote team building and mentoring throughout the group

Mesa Facility Manager:

. Controller of Simax Parts and Tooling inventory

. Vendor and Supplier management

. Manage shipping and receiving department

. Manage warehouse personnel

. Strategic cost cutting actions, Budget forecasting, Lean manufacturing

(TPS)

Simax Lithography Title: Procurement and

Technical Support Project Manager

Global

Headquarters Netherlands Date: February 2010 - November 2012

Responsibilities:

Parts Project Manager:

. Source suppliers for parts inventory

. Qualify suppliers

. Qualify Repair Vendors

. Forecast inventory purchase and sales

o Revenue

o Margin

o Profit

o Lost

. Market pricing and demand

o Sales price

o Cost price

o Tax liability

Technical Support Engineer:

. Interface with customer's equipment managers and engineers

. Manage escalation actions at customer sites

. Manage field service engineers actions at customer site

. Travel domestically and internationally to alleviate customer's

worries and resolve pressing issues.

. Interface with customer, factory support, and account team to inquire

and provide action plans to the Customer Service Engineer(s).

. Training of customer's engineers on the repair and maintenance of the

equipment.

Atmel Corporation Title: Equipment Engineer

Colorado Springs, CO. Date: May 2006 - February 2010

Responsibilities:

. Manage project to eliminate Atmel's ASML vendor contract at the Colorado

plant.

o Put in place a training program on the ASML PAS5500_/100-/300 and

the Cymer Laser for Atmel's technicians.

o Negotiate pricing and establish relationships with various second

source suppliers of parts and services to reduce OEM cost.

o Track uptime and availability and utilize SPC to determine effects

of the contract reduction.

. Successfully reduced the ASML contract budget from $3.5 million to $1.2

million, with scheduled total elimination of budget by March of 2010.

o Traveled to the Atmel France plant to set-up a program to assist

them with the elimination of their ASML contract.

. Lead of the area's Function Action Team (FAT) for the stepper cross-

functional group that is currently focusing on three areas of

improvement.

o Cost Reduction

o Yield Increase

o Operating efficiency (OEE)

. Member of the Work Action Team (WAT) formed as a self directed team made

up of production, process and equipment engineering to address roadblocks

and implement lean manufacturing principles.

. Responsibilities expanded to include all photolithography and KLA

metrology tool sets in early 2008

o Increased responsibility from 32 systems of three different models

to 200+ systems of 30 different models.

o Joined the project to eliminate the $1.3 million KLA contract and

by utilizing the lessons learned during the elimination of the ASML

contract, the team was successful.

ASML Title: Technical Support Engineer II

Tempe, AZ Date: January 1997 - May 2006

Responsibilities:

. Support, monitor, and assist ASML Customer Service Engineers (CSE) on all

escalated service calls for ASML systems:

o PAS5500_/100-/300 Steppers

o PAS5500_/400 - /1100 Scanners

o Twinscan _/1400 - /1700i

. Attended Cymer Laser level one and level two training at the Cymer

training facility in San Diego.

. Traveled domestically and internationally to alleviate customer's worries

and resolve pressing issues.

o Interfaced with customer, factory support, and account team to

inquire and provide action plans to the CSE.

. Champion of continuous improvement by utilizing TQM and Six Sigma with

both internal and external customers, vendors, and suppliers.

. Managed projects for the escalation team and initiated action plans for

on going issues.

. Trained mentored and coached colleagues and peers and provided a channel

of knowledge transfer for rapid issues resolution.

IDT Technology Inc. Title: Equipment Engineer

Salinas, CA. Date: November 1993 - January 1997

Responsibilities:

. Oversaw the reliability and maintenance activities on the following

automated fabrication systems:

o ASML Stepper

o Ultra tech Stepper

o DNS track

. Contributed to the company's bottom line by reducing the number of vendor

activities by using my technical and mentoring skills to optimize the

systems and provide training to the technicians

. Responsible for the resolution of chronic system issues and

identification of root causes.

. Provided and discussed trend reports and statistical data to function

managers at daily meetings.

. Used the information from the analysis of system data to create and

implement engineering changes to improve reliability.

. Created a database for queuing of information pertaining to past issues

and resolutions to be pulled and used for troubleshooting.

Societies:

Member of the National Society for Leadership and Success

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