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Gregory PEZZATTI

VALENCONGE

En résumé

Mes compétences :
Interferometry
technical support
technical assistance
negotiations skills
navy officer preparation
commercial negotiation
X-ray analysis
Site Management
Portfolio Administration
Pneumatics
High Voltage
Gas Injection
Contract negotiation

Entreprises

  • fei company - Senior Support Engineer

    2014 - maintenant 2nd line technical assistance across system types and market segment in Europe/Middle-east/Africa/India.
    Providing a range of value-added products and services and maintaining the highest levels of customer satisfaction.
    Fast high level of technical support towards FEI engineers and FEI customers to maximize their utilization.

    * Responsible for providing 2nd line escalation support both onsite and from FEI headquarters ;
    * Part of the technical support structure and works in line with different departments in the FEI organization, supported with an effective call handling process.
    * Resolving problems in the field, both directly to the customer -and to the local field service engineer. If needed, TAC can escalate to the Technical Support Group. This is the 3rd line organization with expert knowledge on the different modules.
    * Extended usage of the Kepner-tregoe method for efficient and rational troubleshooting.
    * Responsible for providing customer phone support with use of the DBD process (Diagnose Before Dispatch), supported by remote diagnose system.
    * A leading role in the transfer of new product knowledge to Service Engineers and drives quality improvement programs of products.
    * Trained on FEI life science equipment: ESEM, cryo, Teneo Volumescope ;

  • fei company - Senior Field Service Engineer & Site manager

    2004 - 2014 * Providing senior level technical support ;
    * Seen as a European expert in electron microscopy. SEM, FIB, EDX, PlasmaFIB, dualbeams, Auger... ;
    * Member of the 2rd line support ;
    * In charge of complex installs, moves and beta sites ;
    * Giving intensives trainings to new local employees ;
    * Class A customer service representative:
    * Best ever customer satisfaction score achieved ;
    * Standardizing and creating internal and external procedures
    * Implementing IDECO per machine to make sure all problems are indentified, assigned, fixed and recorded.
    * Interacting with the clients, local team (5 employees), sales, application specialists, product engineering and research and development to balance deliverables, business requirements, systems uptime, and availability. Focused on customer satisfaction.
    * Leading escalations. Ensuring fast understanding of the issue and take fast and appropriate actions to resolve the problem including:
    * Prioritizing ;
    * Developing advanced troubleshooting methods ;
    * Analyzing Log files and symptoms remotely
    * Going on site on short notice ;
    * Writing post mortem reports and technical notes ;
    * Invested in the Key Performance Indicators (KPI) definition, sensitive to reporting and costs savings ;

  • PHILIPS Electron Optics - Field Service Engineer

    2001 - 2004 Provide support on the best commercial electron microscopes in the nanotechnologies industry
    * Multidisciplinary trouble shooting skills including:
    * Mechanics
    * Electricity
    * Electronics
    * Pneumatic/hydraulic/high vacuum
    * Computers hardware and software ;
    * Install, maintain and upgrade the world most powerful electron microscopes, focused ion beams, dual beams in clean rooms environment:
    * Installation and maintenance of a 300mm auger system. only 2 systems in the world.
    * Associated technology: laser interferometry, X-ray analysis, spectroscopy micromanipulator, robots, gas injection systems ;
    * Site survey measuring noise level, mechanical vibrations and magnetic fields ;
    * Site management including:
    * Quarterly meetings
    * Customer satisfaction measurement
    * Contract negotiation ;
    * Servicing successfully North Africa for many years ;
    * Building trust and enhance business ;
    * Creativity to resolve issues quickly in difficult environments ;
    * Involve in local agents recruitment process ;

  • Fei company - Field service engineer

    2000 - maintenant

  • Metrologic Group - Service team supervisor

    Meylan 2000 - 2000 * Developed business and sales opportunities with major car manufacturers, aeronautic, and local workshops.
    * Provided trainings for the new employees coming from a competitor.(went from 1 to 15 employees)
    * Represented the company and install a system at the 1999 Detroit car show. ;
    * Set up an office in Detroit to represent the company in North America. ;

  • Metrologic Group - Field service engineer

    Meylan 1999 - 1999 * Perform installations, retrofits, maintenance, calibrations using laser interferometry and customer trainings of CMMs in all John Deere factories in North America. Key responsibilities:
    * Ensure high MTBF and low MTTR for all John Deere's measuring machines operating the Metrologic software.
    * Responsible for the whole installed base in North America
    * Develop a good relationship with the customer and achieve assets to get into the CMMs market in the US.
    * Creation of dedicated field service reports with macros for automated filling under MS excel and visual basic. ;

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