Daniel W Griffin

* **** **** ● Billerica, MA ****1 ● Cell 617-***-****

adhovj@r.postjobfree.com

Summary of Qualifications

Highly skilled customer service professional with over 30 years experience ranging from Field Service Engineer to Vice President Global Service Operations. Managed and directed the activities of World-Wide Service personnel to provide products and world class services to customers in areas of customer relationships, installation, repair and revenue generation. Proactively managed key customer accounts and assisted senior management on all support and sales strategies. Customer advocate within company working with engineering, manufacturing and executive team to ensure voice of customer was heard. Adept at managing all support phases of product life cycle from needs assessment through warranty period and ultimately end of life contract support.

Core Competencies

Program & Project Management

Service Contract negotiations

International support

Strategic planning

Risk Management

Exceptional people skills

Performance Metrics Definition

Strong executive image / presence

Roadblock remover

Key accomplishments: Provided world class support resulting in receiving the following awards:

“Supplier Excellence Award” from Texas Instruments 2017

“Supplier excellence award” from Intel 2002, 2003, 2004, 2005, 2006, 2007

“Top Field Service provider award” Texas Instruments 2007

“Freescale top supplier award” 2006, 2007

“Best of Breed award” IBM 2006, 2007

Professional Experience

Boston Semi Equipment

Vice President, Global Service Operations – Nov 2013 – Present

Responsibilities: Accountable for the leadership, strategy, policies, and programs for Boston Semi Equipment services, operations function and total customer satisfaction.

Provides strategic direction and operational leadership for all services operations, tech support and training.

Accountable for creating globally standard commercial and operational metrics, driving transparency and actions supporting metrics (including attrition, profitability, utilization, and billability).

Accountable for prioritization of services resources to maximize revenue and margin potential for the business while maintaining and improving customer satisfaction

Fosters strong customer relationships by developing and implementing processes and tools which help establish solid relationships and surpassing customer expectations on service delivery

Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures.

Responsible for Repair facilities operations, business development and P&L. Facilities located in Philippines, Thailand and Malaysia

L3 Communication – Security and Detection Systems

Director WW Customer Service / Training, June 2009 – Nov 2013

Responsibilities: Develop training department process and strategies. Work with sales, service and engineering departments to develop world class training programs. Develop open communications between worldwide locations and become focal point for all training strategies and planning.

Additional responsibilities include:

International Customer Service Director.

Manage and coordinate worldwide training activities at airports worldwide.

Manage staff of 10 Trainers.

Travel extensively to customer sites worldwide to build and maintain customer relationships.

Work with customer to develop support strategies to optimize equipment utilization.

Work directly with TSA to schedule and plan required training programs

Proactively manage key accounts and assist senior management with strategy

Daniel W Griffin

1 Hunt Road ● Billerica, MA 01821 ● Cell 617-***-****

Page 2

Delta Design a Cohu company

Director Worldwide Customer Service, 1995 – Oct 2008

Responsibilities: Developed a field service organization for Delta Design, a supplier of ATE handler equipment to world class IC suppliers such as Intel, IBM, Motorola, AMD and Texas Instruments. Developed and implemented field service policies and procedures to ensure total customer satisfaction. Started at Delta Design as a field service engineer and continued to add additional responsibilities to my job description as the company grew.

Manage worldwide customer service activities Asia 70% install base, Europe 15%, Domestic 15%

Manage staff > 125 Field Service Engineers worldwide.

Managed third party maintenance providers and supplemental projects at the request of Customers

Additional Responsibilities:

Increased production uptime at customer sites from 60% uptime to 85% uptime through BKM implementation.

Manage worldwide customer service activities Asia 70% install base, Europe 15%, Domestic 15%

Manage staff > 125 Field Service Engineers worldwide.

Managed third party maintenance providers and supplemental projects at the request of Customers.

Developed service contracts to optimize performance, track return on investment for contracts through metrics.

Develop data driven metrics to track equipment performance and also provide feedback to engineering on performance to drive possible design changes / improvements

Participate on sales teams providing input on capturing new accounts.

Participate in engineering design reviews to ensure serviceability of equipment / product roadmaps.

Manage all customer action items and drive to closure utilizing all departments to provide total customer satisfaction.

GCA / A Unit of General Signal

Installation Manager, 1988 – 1993

Responsibilities: Managed prime installations of Photolithography equipment at customer facilities worldwide, customer relations, customer service, data presentation and tracking customer commitments.

Managed a two-shift staff of 20+ which included staffing, work schedules, reviews and evaluations, management updates through monthly and weekly performance reports.

Reduced installation times while maintaining total customer satisfaction.

Traveled to customer locations worldwide to evaluate equipment performance and provide data presentations and service reviews.

Department budgeting Reduce installation time while maintaining high quality standards.

Manufacturing and R&D Clean Room Manager 1989 - 1993

Sr. Field Service Engineer 1984 - 1989

Education / Technical Training

Management courses: Benchmarking, Six Sigma Green Belt certified, Total quality awareness, Team leadership, and Project management Technical courses: Problem solving, Statistical Process Control (SPC), Design of experiments, Clean room protocol, Cymer laser certified. Safety courses: Lockout/Tag out training, Basic first aid and CPR.

Control Data Institute – Certified Electronics Technician (2-year Program)

Bridgewater State College – Business Management

Contact this candidate