Customer Service Manager
Resume:
Robert G. Gill, Jr.
West Wareham, MA 02576
Cell - 617-***-**** E-Mail – ******@*******.***
Global Customer Support Executive with success in improving top and bottom line financial performance while increasing customer satisfaction ratings within the medical, semi-conductor, and biotechnical, capital equipment markets.
Managed a 135 person US Field Service organization which generated $36M in revenues with a $17M return to the bottom line.
Reversed a $5M/yr. loss on $12M in revenue to a $6M profit on $18M revenue customer service operation without any warranty relief.
Managed all non-US operations for Customer Support including direct and indirect operations. Spent 1 year living in the Netherlands to restructure the European operations and hire a European Operations manager.
Customer Centric management style that balances the needs of the customer, against the goals of the company. This includes internal as well as external customers.
Implemented both internal and external customer satisfaction surveys to identify areas for improvement.
Consistently improved satisfaction rating annually.
Developed cross-functional teams to improve system performance and improved customer satisfaction
Analytical Problem Solver who identifies areas for improvement, identifies root causes and develops corrective action plans to increase market-share, reduce cycle times and reduce costs.
Key manager on the quality improvement team at ADAC labs that won the Malcolm Baldrige National Quality Award.
Attended “Center for Quality Management” training program.
EDUCATION
Boston College, School of Management – 60 credits completed
Northeastern University – 15 Credits completed
MILITARY EXPERIENCE
USMC – 4 years active duty, 12 years USMCR
PROFESSIONAL EXPERIENCE
Vistec Lithography Inc. Watervliet, NY provider of electron-beam lithography equipment. 2011 to 2013
Customer Service Manager, North America
Managed a $5M North American Customer Support operation.
Improved profitability, productivity and customer satisfaction.
GSI Group, Bedford MA, $130M provider of semi-conductor metrology equipment, 2008
Director, Worldwide Customer Support- Systems Group
Managed a $20M, Global Customer Support Operations, which included direct Customer Service Operations in the United States, Europe, Japan, Taiwan, Korea, Singapore, & China, Technical Training, and Technical Support.
Improved profitability
ADE Corporation, Westwood, MA (Now KLA-Tencor - ADE Division) $130M of semi-conductor metrology equipment, 1999 - 2008
Director, Worldwide Customer Support
Managed Global Customer Support Operations, which included direct Customer Service Operations in the Malaysia, United States and Europe, Depot Repair facilities in 3 countries, Technical Training, Technical Publications, and Technical Support.
Coordinated Customer Service Activities between ADE and its Dealer organizations in the Far East. Negotiated Dealer Agreements.
Restructured the Customer Support Operation from a cost center, which was losing $5M/yr. on $12M of revenue, to a profit center operation, which has been profitable since August of 2000 and has increased revenues by 55% over the last 3 years with a 32% profit from operations from $18M of revenue without any warranty relief.
ADAC Laboratories, Milpitas, CA (Now Philips Medical) a $175M provider of nuclear medicine scanners, 1996 - 1999
Vice President Global Support
Managed direct European operations and dealer supported operations in Far East and Latin America. Lived in the Netherlands for 1 year.
Siemens Medical Systems, Nuclear Medicine Group, Hoffman Estates, IL $125M provider of nuclear medicine scanners, 1995-1996
National Service Manager
Managed US Field Service team of 135 FSE’s and generated $36M in revenue with $17M to the bottom line.
ADAC Laboratories, Milpitas, CA. (Now Philips Medical) provider of nuclear medicine scanners, 1992-1995
Regional Service Manager
Managed Midwest Field Service team of 32 FSE’s.
Siemens Medical Systems, Nuclear Medicine Group, Hoffman Estates, IL provider of nuclear medicine scanners, 1990-1992
District Service Manager
Managed Midwest Field Service team of 14 FSE’s.
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