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 Expert  728317

Expert in Automatic Optical Inspection (AOI) Equipment and Customer Support Management


Available for your Consulting and Expert Witness Needs

New Hampshire (NH)
USA
Education Work History Consulting Services Expert Witness Market Research

Summary of Expertise:

Listed with other top experts in: 

Expert has had over 23 years of experience in Customer Support. During this long journey he helped and supported more than a thousand customers and managed/mentored more then 100 employees (combined). Being in a High-Tech demanding environment Expert developed and invented many ways and methods of effective field/remote service and productive schedules for maintenance and projects.

Expert successfully has been resolving, almost on a daily basis, customers' conflicts and crises. On top of it he constantly was orchestrating Customer Support organization changes to meet customer new needs along with company business goals. Even during an extremely difficult market (2001 & 2009), he managed to achieve all his organizational and financial goals.

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alternative dispute resolution service

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call center operation development

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customer service development

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electrical machinery servicing

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electronic equipment failure analysis

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equipment specific maintenance

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evaluation service

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maintenance

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maintenance control

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maintenance engineering

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maintenance planning

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management service organization

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plan

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planning

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project management

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project scheduling

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scheduling

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service

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service development

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service marketing

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service organization

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service suitability testing

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servicing


Show Secondary and Basic Areas of Expertise
Localities:
Expert may consult nationally and internationally, and is also local to the following cities: Boston, Massachusetts;  Worcester, Massachusetts;  Springfield, Massachusetts;  Lowell, Massachusetts;  Cambridge, Massachusetts;  Brockton, Massachusetts;  New Bedford, Massachusetts;  Hartford, Connecticut;  Manchester, New Hampshire;  and Providence, Rhode Island.

Education:
Year   Degree   Subject   Institution  
2001   BS   Electrical Engineering   Kennedy-Western  
1991   CCP (Certified Computing & Programming)   Programming   University of Tel-Aviv Israel  
1987   AS Electronics   Computers Electronics   Uniersity of Beer-Shiva Israel  
1985   Military Jet-Air-Craft Technician   Avionics / Mechnics / Optics / Hidraulics   Military  

Work History:
Years   Employer   Title   Responsibilities

2009 to 2010

 

Orbotech

 

Director of Customer Support

 

As leader of CS Operations, reporting to the Executive VP, Operations responsibilities included: annual revenue of $12M, expenses, budget planning, P&L, contracts, logistics, and customers satisfaction. The 30-person CS organization is structured with a Response Center, Administration, Management, Logistics and Field support and provides support to more then 300 customers in US, Brazil and Mexico with about 800 Orbotech's equipment. This support includes Sales support, break & fix, training, installations and audits. Although 2009 was the most challenging year in Orbotech history, we met our business targets with over-achievement on P&L goals.

1999 to 2009

 

Orbotech

 

Customer support manager

 

Reported to VP of Customer Support. Managed all business related activities with customers and contractors. Negotiated and signed more then 100 service contracts per year and met or exceeded all quarterly financial goals. Led a team of 18 engineers including Response Center experts, field support engineers and Product Managers with a very efficient and profitable operation that achieved the highest possible customer satisfaction rating. Coordinated and dispatched CSEs. for customer activities. Managed on-going technical projects, such as installations, field upgrades, evaluations and training. Orchestrated changes in CS organization to maximize efficiencies. Over eight years, increased installed base by 25% and scaled manpower resources with no impact on customer satisfaction


Consulting Services:
Selected Consulting Examples:
  • - The company needed to reduce travel expenses by more remote support. Expert orchestrated to build the Response Center department, which at the end of the process not just the travel expenses dropped down also all customer support organization became much more profitable.
  • - One of the Start up companies, had a need to build a strong team of customer support. Expert took it as a consultant project with two months this company have had a professional dedicated and motivated team which operated in the most efficient.
  • - PCB shop in Florida had poor yield and high down time of their equipment. Expert spend many weeks to analyze and consulting the executive team. As a result the yield improved by 2.5% (~ $1M) and their equipment down time improved tremendously.
  • - Expert consulted one of the major PCB shops in Virginia, the goal was to increase efficiency and productivity. Within one quarter only the productivity of AOI department improved by 12%.
Click the green button above to contact Expert for a free initial screening call regarding your expert consulting needs.  Expert is available for consulting to corporate, legal and government clients.  Remember, your initial screening call to speak with Expert is free.

Expert Witness:
Expert Witness Experience Summary:
-Performing efficiency consulting at Via-System (Richmond VA) -Performing Customer Support Management for Orbograph (young group of managers) -Expert witness, working with insurance organizations to estimate fire damage on capital equipment.
Click the green button above to contact Expert for a free initial screening call regarding expert testimony, litigation consulting and support, forensic services, or any related expert witness services.  A few litigation needs include product liability, personal injury, economic loss, intellectual property (patent, trademark, trade secret, copyright), and insurance matters.  Remember, your initial screening call to speak with Expert is free.

International Experience:
Years   Country / Region   Summary
1991 to 1992   Germany   Expert was supporting the office in Germany which provided Customer support around Europe.
1987 to 1993   Israel   Expert performed many roles in High Tech manufacturing site.

Language Skills:
Foreign Language   Description
English   As a director of customer support Expert masters verbal and written communication to perfection.
Hebrew   Expert grew up and spent all his teen age in Israel.
Russian   Expert born in Russia and spent his first 9 years there, since then he still keep using it with friends and family.

Market Research:
Expert knows all the PCB shops in North America and Canada includes the key players. Expert knows all the PCB Capital equipment vendors.

Click the green button above to contact Expert for a free initial screening call regarding your marketing research, industry research, and company research needs.  For research needs involving multiple experts or secondary research, a Research Director can be assigned to coordinate the work into a custom report for you as a potentially quicker and more cost effective alternative to doing this work yourself or hiring a boutique consultancy.  Remember, your initial screening call to speak with Expert is free.

Additional Skills and Services:
Training/Seminars

- Developed Maintenance for Customers course. - As a specialist, he facilitates seminars on a quarterly basis. - Delivered many courses to employees and customers.

Supplier and Vendor Location and Selection

Sourcing Third party support for remote areas in Brazil and Canada

Other Skills and Services

Contract negotiations, Customer support operation and business, Technical expert on AOI equipment (Automatic optical inspection)


 

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