S T E V E W . L L O Y D

1351 N 680 W, Pleasant Grove, Utah 84062, H.801.785.3814, C.435-209-0042

SteveW.Lloyd@GE.com or SL9181@Hotmail.com

CUSTOMER SERVICE/SUPPORT MANAGEMENT

Key Account Management – Service Contracts - Negotiations - Engineering

Customer Service Management Professional with a history of successful planning, building, and developing quality

customer service organizations that have delivered outstanding returns. Known as a collaborative and critical thinker, always

striving for innovative ways to solve organizational problems. Passionate to provide outstanding customer service and

building relationships that have resulted in bottom line profits and organizational excellence. Excellent leader, coach, and

mentor to others, challenging them to reach their full potential. Recognized as a strategic and visionary thinker that quickly

formulates clear and viable solutions to problems whose efforts have led to the successful turnaround and growth of customer

service organizations.

Regional Service Management - Program Management - Capital Equipment - Key Customers - Safety

Management Design Changes - Supplier Cost Negotiations - Preventive Maintenance - Procedural Changes -

Training - Tool Operations - Tool Modifications - Performance Reviews - Budgetary Reports - Inventory Controls

- International Tool Installations - Six Sigma - Customer Service/Support Techniques - Leadership - Team

Building - Safety Responsibility

  · Regional Service Manager brought in to manage the warranty/service contract requirements for the largest

equipment installation for the company with a net worth of over $150 million. Managed the largest employee

base hiring 24 new employees which resulted completion under time and budget.

  · Received outstanding customer service recognition from IM Flash Technologies and top 5-supplier award in

2008/09. Generated service billable revenue of over $1 million dollars for the central southwest region over the

past fiscal year, adding to regions profitability.

  · Managed through the use of best practices of inventory control $1 million dollars worth of parts inventory with

zero discrepancies for the past two years. Developed monthly, quarterly and annual budgetary reports for executive

management review/approval.

  · Identify, develop, manage, and grow service billable/warranty contracts with key customers within the central

and southwest regions. Geographically cover the Texas, Arizona and Utah customer base including partners such as:

IM Flash Technologies, Texas Instruments, Freescale, ST Microelectronics, Fairchild, and Microchip.

  · Successful project coordinator for several international tool installations for customers located in Taiwan, Japan,

Singapore and South Korea. Generated additional service billable revenue through outstanding customer

service/support techniques and providing new technology presentations to key partner contacts.

PROFESSIONAL EXPERIENCES

GE Energy, Milford, Utah…………………………………………………………………………………….2010 to present

GE Power and Water provides a vast array of power generation solutions around the globe. Solutions including renewable

resources such as wind and solar; biogas and alternative fuels; and coal, oil, natural gas and nuclear energy.

Lead Field Service Manager

  · Hired and relocated to the remote location of Milford Utah to manage 107 turbine sites for First Wind LLC. Acquired

the managerial role of the First Wind 34 turbine Kaheawa Pastures and Pakini Nui 14 turbine sites in early 2011.

Consistently meets annual budgetary goals and assists with SII planning for 2013. Rated as Role Model in 2011

performance review.

  · Effectively provides monthly customer status reports to both internal and external customers. Executes warranty

claims and resolves customer issues. Consistently receives high remarks from customer surveys for site leadership

and services provided.

  · Identify, develop, coordinate and implement tool modifications to enhance performance and meet the ever

changing process requirements for product lines. Primary equipment engineer for several different equipment

manufacturing companies including: DNS, Semitool, Verteq, SCP, and other single wafer-handling equipment.

S T E V E W . L L O Y D

DNS Electronics, American Fork, Utah………………………………………………………………........................2006 to

2009

DNS Electronics, a subsidiary of Nippon Screen (Japan), is one the top five-semiconductor equipment manufacturing

companies in the world. USA customer base includes Intel, IBM, Micron, Texas Instruments, Freescale and many other

semiconductor manufactures. Solutions include single wafer cleaning equipment, batch wet stations and single wafer

scrubber equipment, all of which play a critical role in manufacturing microchips.

Regional Service Manager

  · Hired, relocated, trained, and managed 17 direct report field service engineers to support a local warranty/billable

service contract for IM Flash Technologies. Consistently met budgetary requirements of over 1.2 million dollars

annually. Awarded top DNS service manager recognition for both 2008 & 2009.

  · Effectively developed and presented monthly/quarterly business review presentations with area customer base to

insure complete customer satisfaction. Successfully supported a zero OSHA incident record for region while being

the area safety manager. Built on project coordination skills through successful management of over 50 tools

installation within eight-month period at IM Flash Technologies.

Motorola/Freescale, Chandler, Arizona……………………………………………………………………………2000 to

2006

Freescale, formally the semiconductor manufacturing division of Motorola, is a leading embedded semiconductor solutions

manufacturing company that builds microchips for the automotive industry, mobile phones, networks and more. Freescale’s

corporate office is based out of Austin Texas.

Equipment Engineer

  · Identify new equipment supplier partners and develop proposals for implementing the recommendations to senior

management for approval. Received Six Sigma training through Motorola internal training classes. Successful record

as the project coordinator for new supplier installations/modifications.

FSI International, Tempe, Arizona………………………………………………………………………………….1995 to

2000

FSI is a global supplier for semiconductor manufacturing equipment based out of Chaska Minnesota. FSI offers a complete

portfolio of proven cleaning technologies to address the unique requirements of its customers, including batch and single

wafer platforms.

Senior Field Service Engineer

  · Successful project coordinator for several international tool installations for customers located in Taiwan, Japan,

Singapore and South Korea. Generated additional service billable revenue through outstanding customer

service/support techniques and providing new technology presentations to key partner contacts.

  · Developed customer service skills through direct interface with customer executive management and engineering

staff. Enhanced tool performances through design review and modifications to meet our partner’s needs. Developed

on site training curriculum for customer associates and technicians.

EDUCATION

De-Vry Institute of Technology, Phoenix, Arizona

Digital Electronics Diploma

Cumulative GPA: 3.83

National’s Deans List (1986 & 1987)

University of Phoenix, Mesa, Arizona

  · Increased tool performance through preventive maintenance procedure changes and tool modifications/upgrades to

insure top of the line tool performance. Developed corporate/supplier relationships for sustained future business.

BSB Business Management

Cumulative GPA: 3.88

56 credits completed

Numerous recognition awards for leadership, team building, safety responsibility, and going above and beyond.