Customer Service Manager
Resume:
Robert G. Gill, Jr.
West Wareham, MA 02576
Cell - 617-***-**** E-Mail – ******@*******.*** Home - 508-***-****
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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
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.
IGEN Inc., Rockville, MD a start-up biotech company that provided electro-chem. illumination systems to the biotech marketplace, 1988-1990
Customer Service Manager
• Developed product support plans, operator and maintenance manuals, for a new product entering the biotech marketplace.
• Negotiated the sales of the first 2 units sold
Instrumentation Laboratory Inc., Lexington MA (Fisher Service Division) provider of chemistry and blood gas analyzers, 1980-1988
• District Service Manager
• Technical Training Manager
• Regional Service Consultant
• Service Training Coordinator
• Field Service Engineer
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