Customer Service Sales

HAROLD SCOTT

*** ******** ****

Jackson, NJ *****

*******.*@*******.*** 732-***-****

* ******** ******* ********* ***** Field Service Operations Management

DEDICATED, MULTIFACETED BUSINESS PROFESSIONAL WITH EXPERTISE IN CUSTOMER SUPPORT OPERATIONS,

SERVICE, SALES, ENGINEERING, ASSURANCE,

CUSTOMER TECHNICAL PRODUCT QUALITY PROCESS

DEVELOPMENT, PROJECT PLANNING/DIRECTION, AND TEAM LEADERSHIP. IN-DEPTH KNOWLEDGE OF EXISTING

CUSTOMER SUPPORT METHODOLOGIES, APPLYING THEM TO THE STRATEGIC BENEFIT OF THE ORGANIZATION

AND FOR ATTAINING PERFORMANCE GOALS. DEDICATED INSTRUCTOR AND COACH, PASSIONATE ABOUT

BRINGING OUT THE BEST IN THE PEOPLE; SOLID SUCCESS BUILT UPON THE ABILITY TO INSPIRE TEAMWORK

AND TAP INTO THE EXPERTISE OF SUBORDINATES. EXCEPTIONAL TEAM-BUILDER, ADEPT AT CREATING AND

MANAGING CROSS-FUNCTIONAL TECHNICAL TEAMS TO CONSISTENTLY DELIVER PROJECTS AHEAD OF SCHEDULE

AND UNDER BUDGET.

CORE COMPETENCIES AND SKILLS

• • • Product Engineering

Customer Support Functions Sales Management

• • • Manufacturing

Operations Leadership Goal Attainment

• • • Mentoring and Coaching

Technical Project Direction Field Service

• •

Proficient in SAP, SPC, MS Process

Office Engineering

PROFESSIONAL EXPERIENCE

CAMTEK USA – Santa Clara Ca. 1998 – 2014

Director Field Service/Customer Support All Division for the Americas. (2007-2014)

Field Service/Customer Support Director with experience managing service support business unit across

any different industries. Manage field service and sales support functions for North and South America in

order to maintain highest levels of customer service and satisfaction. Supervise support/service engineers.

Meet service revenue quotas; develop and maintain service representative organization. Recruit, train, and

supervise sixteen field service engineers. Allocate field engineers according to constantly changing

priorities. Manage all installations, and call center. Maintain and develop customer relationships.

Responsible for annual trade show. Direct SAP implementation. Create and maintain budgets with full

P&L responsibility for North and South America, in addition to managing business unit. Responsible for

maintaining service contract sales and developing new service contract opportunities. Held responsibility

for Sales Support, as well as training both internal and external sales personnel. Managed Sales Rep

organization, and was responsible for technical sales presentations as well as all evaluations.

HAROLD SCOTT • Page 2

CAMTEK USA – Neptune, NJ

Vice President New Technologies (2002 – 2007)

Oversee all aspects of new product introduction for manufacturer of automated optical inspection

equipment. Responsible for negotiating pricing and distribution contracts with companies such as Fuji

and Pentax, and reviewing new technologies for company acquisition. Brought Pentax Laser Direct

Imaging tool and Fuji Laser Photo Plotter to North America. Went to Japan, and England respectively to

learn both sales and service for each tool. Was responsible for creating sales strategy, all initial sales

presentations and quotes, training both internal and external sales and service personnel. Personally

installed the first tool installation for both the LDI and Laser Photoplotter, and was responsible for the

acceptance period. Supervise and train 18 employees in sales, engineering and service of new products,

and introduction of cutting edge technologies to market. Create and implement marketing plans, while

holding accountability for division P&L.

Introduced and supported Falcon Automated Optical Inspection tool for Micro

Electronics market on the East Coast.

Wrote and maintained all repair, sales presentations, marketing tools and operating

procedures for the Falcon, LDI, and Laser Photoplotter.

Increased revenue by adding new products to company portfolio.

CAMTEK USA – Neptune, NJ

Vice President Customer Support, North America (1999 – 2002)

Led customer support functions and maintain highest levels of client satisfaction for over 400 sites.

Recruited, trained, and managed service engineers and regional managers, coordinated closely with

customers, and maintained operational and fiscal responsibility for high tech electronics company. Wrote

and implemented corporate policy, developed and wrote service contracts and directed introduction of

new software functions and features to market

Developed bonus / incentive program, reduced cost of service by developing corporate

travel policies, and increased North American service revenues by 125%.

CAMTEK USA – Neptune, NJ

Customer Support Manager (1998 – 1999)

Managed customer / sales support functions for assigned region, with responsibility for maintaining

highest levels of customer service and satisfaction. Recruited, trained, and supervised eight field service

engineers. Led installation of over 80% of existing client base.

Expanded East Coast service revenues by 150%.

HAROLD SCOTT • Page 3

PRECISION CIRCUITS INC. – Eatontown, NJ 1986-1998

Vice President – General Manager

Oversaw all business and operational aspects of printed circuit board manufacturer. Led development and

implementation of new manufacturing methods. Key point of contact for all customer issues. Supervised

and trained 110 employees, and procured new state of the art process equipment to increase new product

offerings and improve yields. Drove client satisfaction improvements resulting in company being first

outside source to win Westinghouse President’s Quality Award; m aintained 100% client retention. Created

and implemented SPC programs and Paraeto review team, reducing scrap levels from 27% to 8%.

Managed wet process area. Researched, tested and implemented new chemical processes for the

manufacturing of Printed Circuit Boards.

Education

Electrical Engineering / Computer Science George Washington University

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