Richard Galley
Product Support and Field Service Leader
- Role
- Head of Service Usa at IMS Nanofabrication
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Richard Galley
Dynamic Field Service Director with over 20 years of leadership in technical support and engineering operations within high-tech industries, including semiconductors and life sciences. I specialize in driving operational excellence, optimizing processes, and building high-performance teams to deliver exceptional customer outcomes. My expertise lies in enhancing service delivery, boosting fleet uptime, and implementing innovative solutions that reduce costs while maintaining a strong focus on customer relationships.Key achievements include increasing fleet uptime from 75% to 90% at IMS Nanofabrication, establishing new service teams worldwide to support business growth, and achieving ISO 9001 compliance with zero corrective actions at Gatan Inc. I’ve also streamlined training programs, cutting onboarding time by 40%, and improved budget accuracy by 35% through strategic spare parts management.Passionate about fostering collaboration, mentoring talent, and driving innovation, I excel at creating scalable solutions that align with business goals and meet customer needs. Let’s connect to discuss how we can drive performance and innovation in the high-tech industry!Areas of Expertise:Customer Service | Program Management | Project Management | Service Management | Negotiation | Conflict Resolution | Product Management | Customer Satisfaction | Business Correspondence | Cross-functional Collaboration and Communication with Internal Stakeholders | Multi-tasking | Continuous Improvement Planning | Risk Evaluation, Management and Mitigation | Account Management Presentation Skills | Written Communication Skills | Interpersonal Skills | Strategic Thinking | Strategic Plans | New Product Development | Corrective Measures | Resource Utilization | Budgeting | Service Delivery | MS Office Software | CRM | New Product Introduction (NPI)
Experience
Head of Service Usa
Oct 2023 — Present · Santa Clara, CA, US
Directed a multi-site team of Field Service Engineers, fostering a culture of performance excellence through strategic KPI management, process optimization, and continuous improvement initiatives. Enhanced customer engagement by proactively addressing client needs, ensuring high satisfaction and operational efficiency.• Collaborated with global headquarters in Vienna, Austria, and regional partners to develop and execute customer support strategies for Multi-Beam Mask Writers, improving service delivery and client outcomes.• Designed and implemented a comprehensive training program for new hires, combining on-the-job training (OJT) with formal instruction at the factory, accelerating team readiness and expertise.• Partnered with R&D to enhance service support frameworks for next-generation instrument platforms, driving innovation and reliability in customer solutions.• Established a new field service hub in Boise, ID, to support business expansion, enabling scalable and responsive customer support across the region.
Education
DeVry University
Bachelor of Science - BS, Electrical and Electronics Engineering
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