John DeCourcey
Tempe,United States
Summary
Senior Service Sales and Spares Manager driving operational excellence in the semiconductor capital equipment sector. Proven track record of elevating customer satisfaction through KPI monitoring and process enhancements, while leading high-performing teams to achieve strategic goals.
Overview
1
1
Certification
40
40
years of professional experience
Work History
Senior Service Manager - Commissioning Manager of Capital Equipment
Applied Materials
06.2022 - Current
- Oversee Picosun ALD operations across Western North America and Canada, ensuring tool commissioning through production readiness
- Manage operations for Applied Materials products in Arizona and New Mexico within Western Regionals Group
- Directed customer service operations to elevate client satisfaction and loyalty metrics
- Enhanced customer satisfaction by monitoring KPIs and performance metrics for service and tool effectiveness
- Implemented process improvements to streamline service delivery and shorten response times
- Analyze service metrics to identify trends, while recommending operational enhancements for increased efficiency
- Lead employee lifecycle management, including hiring, training, and performance evaluation initiatives
- Forecast operational human capital and financial requirements for key business services, sales, and spares
Senior Customer Service, Sales, Spares - Commissioning Manager
Applied Materials – Picosun
Helsinki Area, Finland
04.2019 - 05.2022
- Led service operations as senior service manager for semiconductor, life science, and industrial industries, focusing on service delivery and customer satisfaction.
- Commissioned ALD tools in North America and Canada, ensuring production readiness through thorough source inspection and quality checks
- Hired and developed team of field service engineers, installing and maintaining capital equipment for high-tech industry, supporting diverse customers from research universities to 300mm HVM semiconductor fabs
- Customers I've supported include: AMD, Apple, Fairchild, Intel, HP, IBM, Facebook, Sandia NL, Livermore NL, SiO2, Schlumberger and numerous universities in North America and Canada
Director Of Operations
Vibes Modular
Tempe, AZ
12.2014 - 04.2019
- Managed design process, production startup, quality compliance, and design change to ensure alignment with operational standards and project timelines.
- Conducted recruiting, vendor selection, resource forecasting, and employee performance evaluations to optimize workforce capabilities and support merit-based promotions.
- Reported project status to Chief Technology Officer to facilitate informed decision-making and strategic alignment.
Senior Customer Service, Sales and Spares Account Manager
ASM
Greater Phoenix Area
04.2003 - 11.2014
- Managed Intel's Service, Sales and Spares Capital Equipment account business
- Owned customer escalation support
- Drove accountability to exceed ASM and customer objectives, enhancing service delivery and client satisfaction.
- Developed strategies that increased revenue from existing accounts, surpassing regional performance benchmarks in the US.
- Daily management of resources supporting the customer expectations aligned to the CPA (Corporate Purchase Agreement) and SLA (Service Level Agreement)
- Developed account strategies aligning with client objectives and company goals
- Analyzed market trends to identify new opportunities for clients
- Conducted presentations to showcase services and drive engagement
- Resolved customer complaints in a timely manner
- Led all Intel account teams throughout the world with 12 Supplier of the Month awards
- Led ASM's Intel account teams in safety and quality performance for 10 of 11 years, achieving a zero safety issues record for over 6 years.
- Performed contract negotiations; negotiated amendments to CPA/ SOW. Drove NPI (New Product Introduction) from factory to the customer sites, reviewed supplier report card matrix with the customer on a monthly basis
- Coordinated cross-functional teams to deliver client solutions effectively
- Owned Safety training and compliance
- HR responsibilities included: Employee Life Cycle Management, HR generalist, meritocracy, performance management, local and international recruiting
- Led worldwide recruiting team for 3 BUs in the US, EU, and Asia
- Developed training and recruiting programs for contingent workforce in support of The North America Service Team
- Developed strategies that increased revenue from existing accounts, surpassing regional performance benchmarks in the US.
Senior Service Manager
Installation and Qualification World Wide
Greater Phoenix Area
01.2005 - 04.2006
- Led service management initiatives to enhance customer satisfaction and operational efficiency.
- Managed the Commissioning Service team for 3 Capital Equipment product lines, from 3 countries: USA, Japan and Netherlands for all Intel sites worldwide; Oregon, Arizona, New Mexico, China, Israel and Ireland
- Coordinated cross-functional teams to streamline installation and qualification processes.
- Coordinated vendors and contingent workforce employees globally within matrix organization
- Developed training programs for staff to improve service delivery standards.
Senior Project Manager
ASM America
Albuquerque, NM
04.2003 - 01.2005
- Oversaw resource allocation, enhancing team performance and ensuring successful project outcomes.
- Managed all aspects of capital equipment from purchase to production readiness.
- Managed vendors and contingent workforce at customer sites for equipment installations in US, EU, and China, serving as liaison between customer and business units and escalation owner for customer support and satisfaction.
- Ensured conformance to all purchase agreements and purchase performance specs, spares and warranty.
VP of Operations
Compass Your Real Estate Guide, llc
Albuquerque-Santa Fe Metropolitan Area
11.1998 - 04.2003
- Launched real estate sales team for start-up, overseeing hiring of office personnel and associate brokers in NM, managing P&L, employee relations, and staffing responsibilities
- Managed annual budgeting process, including forecasting and financial analysis to optimize resources
- Streamlined recruitment and onboarding process for new team members, enhancing integration and support
- Consulted for Orchid Bay, Belize to establish a sales team in the US and Canada, collaborating with developers to market and sell land, homes, grocery markets, hotels, and golf courses
- Negotiated with developers, contractors, vendors, buyers and sellers of land and homes
Facilities and Construction Group Leader
Intel Corporation
Greater Phoenix Area
05.1995 - 10.1998
- Facilitated corporate safety training for all regional personnel to ensure compliance and enhance safety culture
- Managed vendors, contingent workforce, union,non-union personnel, technicians and engineers within Intel's Facilities and Construction Team (FCT) building Intel's multi-site , worldwide manufacturing factories
- Ensured timely performance for safety and human capital within Intel's FCT during commissioning of etch, metrology, and analytical equipment
- Copy Exact Owner, trained all engineers on Educated engineers about CE protocols and procedures
- Copy Exact Owner, trained all engineers on CE
Manufacturing Supervisor Semiconductor Fabs
Intel Corporation
Albuquerque, NM
11.1990 - 04.1995
- Managed 50 technicians and vendors in operational and maintenance tasks, ensuring smooth production processes in Intel's manufacturing factories.
- Led team meetings to discuss production schedules and process improvements.
- Led performance management initiatives to promote meritocracy and enhance team accountability.
- Trained new employees on safety protocols and operational procedures.
Operations Manufacturing Manager
National Semiconductor
South Portland, Maine
07.1986 - 10.1990
- Led 26 maintenance technicians and operators in semiconductor fab, enhancing equipment performance and availability
- Managed fab WIP flow to align with customer demand
- Conducted employee performance reviews to promote fairness and effectiveness
Education
Bachelor's degree - Industrial Engineering
University of Southern Maine
Portland, MEAssociate's degree - Electrical and Electronics Engineering
Southern Maine Community College
South Portland, MESkills
- Tool commissioning
- Service delivery management
- Operations management
- Statistical Process Control (SPC)
- Performance metrics
- KPI monitoring
- Operational efficiency
- Service delivery optimization
- Project management
- Training program development
- Stakeholder management
- Cross-functional collaboration
- Team leadership
- Team collaboration and leadership
- Safety compliance management
- Strategic business planning
Personal Information
Title: Senior Service Manager of Capital Equipment at Applied Materials
Certification
- Intel Safety Champion
Honors-Awards
Southwest Regional Service, Sales and Spares Account Manager, Safety Leadership Award, Customer Report Cards - Zero Safety Issues 6+ years
Affiliations
- Wind surfing, rugby, mountain biking, travel
Timeline
Senior Service Manager - Commissioning Manager of Capital Equipment
Applied Materials
06.2022 - Current
Senior Customer Service, Sales, Spares - Commissioning Manager
Applied Materials – Picosun
04.2019 - 05.2022
Director Of Operations
Vibes Modular
12.2014 - 04.2019
Senior Service Manager
Installation and Qualification World Wide
01.2005 - 04.2006
Senior Customer Service, Sales and Spares Account Manager
ASM
04.2003 - 11.2014
Senior Project Manager
ASM America
04.2003 - 01.2005
VP of Operations
Compass Your Real Estate Guide, llc
11.1998 - 04.2003
Facilities and Construction Group Leader
Intel Corporation
05.1995 - 10.1998
Manufacturing Supervisor Semiconductor Fabs
Intel Corporation
11.1990 - 04.1995
Operations Manufacturing Manager
National Semiconductor
07.1986 - 10.1990
Bachelor's degree - Industrial Engineering
University of Southern Maine
Associate's degree - Electrical and Electronics Engineering
Southern Maine Community College