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Manager Customer Service

Saugerties, New York, 12477, United States
October 07, 2016

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Gregory Roque

732-***-**** (C)

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

Saugerties, NY 12477


Villanova University-Six Sigma Green Belt Certification, GPA 3.88

Bachelor of Science-Business Administration/ Human Resources, Colorado Technical University, GPA 3.99

Bachelors-Business Administration, University of Phoenix, GPA 3.78

Associates-Applied Aircraft Systems Technology, Community College of the Air Force, GPA 3.34


United States Air Force, MSGT/ E-7, Maintenance Superintendent

Service Connected Disabled Veteran


Ability to operate strategically and implement tactically

Demonstrated ability for leading people and bringing vision that drives creativity, innovation, and fosters results

Broad leadership skills including material management, purchasing, engineering and capital planning both in domestic and global operations

Hands-on leader with demonstrated ability to drive revenue and margin growth in domestic and international venues

Perception to identify and capitalize on new business opportunities


2014-2015 Ichor Systems, Kingston, NY (Facility/plant closed)

Quality/Safety Systems Manager

Performed duties and functions as the acting Plant Manager

Drives quality initiatives throughout manufacturing operations

Manages ISO9001 qualification process

Implemented document control program

Initiated 8D and 5S quality programs

Lead the internal calibration and inspection lab

Improved IBQ/OBQ defects by 25%

Manages internal and external vendor audits

Manages factory state and federal mandated safety programs

Manages and conducts safety incident investigations

Chairs safety meetings and programs

Drives safety initiatives to reduce safety incidents

2013 Ingersoll Rand, Edison NJ (Consolidated Business Units)


Responsible for 9 East Coast Regional Service Technicians for Power Equipment Division.

Managed a rating of zero safety incidents and accidents

Lead the business unit to the position of number one nationally

2011-2013 Pentad People Solutions, Princeton, NJ (Contract Consultant)


Consulting, Recruiting and Support Solutions of Talent Acquisition strategies and Management for developing and growth-mode small to mid-sized organizations in the Engineering, Science and Technology industries.

2009-2011 MTG Imports, Medford NJ (Contract Expired)


Provided leadership, guidance, and mentorship through the development of copy exact mythology and the implantation of global processes and procedures Created alignment and improved internal/external communications between inner departments, overseas factories, and enhanced support capabilities between the many factory departments we utilized.

Improved all areas of manufacturing communications between the US, customers, and the factories; reducing customer complaints by 45%

Established lean manufacturing processes to increase overall productivity by 35%

Directs and leads all raw materials and logistical improvement efforts; reduced zero bin errors by 25%, and established a vendor audit program that improved manufacturing defect rate by 37%

Implemented and managed closed loop communication processes between customers, factories, and in-house staff members; reducing errors in the process by 48%

Lead procedural initiatives to reduce manufacturing rework by 40%

Directed and managed sales accounts totaling $3.6M in direct sales

2009 Sea-Keeper Inc., Mohnton, PA (Position relocated to Europe)


Led strategic planning processes and provided guidance for the development of global service, logistics, and established global service provider networks within the mega-yachting industry. Established parts depots, maintenance agreements for gyro customers and OEM users and completed training seminars for initial start-up operations.

Orchestrated the development of hands on training for yacht manufactures to reduce installation errors by 40%

Established sound working relationships with all the leading yacht manufactures on a global level

Revamped approach for customer technical support, reducing customer complaints by 35%

Sourced, screened and signed six new outside customer service providers which increased service time by 60% outside of the North America

2006-2008 Veeco Turbo-Disc, Inc., Somerset, NJ


Extensive P&L responsibility for Global Technical Support, Divisional Final Test and Equipment Installation Departments. Accountable for financial forecasts, to include platform start-up, warranty execution, and service agreements, and paid service to annually exceed $58M. Created alignment and improved internal/external communications with numerous countries and support capabilities between factory departments. Provided mentoring, leadership and direction for 57 global employees.

Improved manufacturing and equipment final test operations cycle time by an overall of 43% in areas of; quality, service, manufacturing engineering, customer satisfaction, productivity, delivery, inventory turns and cost controls including expense and capital budgets

Drives and improved equipment installation and acceptance cycle time by 40%

Analyzed defects and trends regarding programs, processes and products to drive for continuous improvement initiatives which increased equipment meantime between failure and repair by 25%

2003-2005 ASM America Inc. Phoenix, AZ


Managed teams totaling 105 Field Service Engineers within seven production facilities, with annual budget of $58M. Directed personnel and operational requirements for key businesses, safety programs, and equipment operations on a global level. Promoted and encouraged innovation for process improvements through positive leadership by example. Responsible for, and chaired a Customer Global Weekly and Site Managers meetings resulting in effective cross site communications. Acted as the Corporate Leader and led all aspects of Intel accounts including five different product lines and seven different manufacturing facilities.

Managed local parts depots to insure Scope of Work agreements were on track regarding on time delivery and the zero bin process. The management of these depots increased the inventory accuracy rates to 93% and on time delivery to 97%

Developed, implemented and proliferated globally an Intel Copy Exact and Culture Training Class; reducing safety related issues by 70%


Applied Materials – Hillsboro OR, 2000-2003 – Operations Manager Product Test and Development

Kanto Corporation – Portland OR, 1998-2000 – Customer Site Manager/Facilities/Process Improvement

Lam Research Corporation- Hillsboro, OR 1997-1998 – Field Service Engineer III

Genus Inc., - Sunnyvale, CA 1995-1997 – Customer Support Engineer II

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