Manager Customer Service

Curt W. Northrop

**** ***** **** *****

Millport, NY 14864

607-***-****/cell 607-***-****, ************@*********.***

Program Manager/Customer Service Director

Eighteen years of combined experience on civilian and military vertical

flight aircraft as a Director, Manager, Field Service Representative, Team

Leader and Helicopter Technician. I provide strong leadership and

organizational skills to personnel in a positive team oriented atmosphere.

My comprehensive knowledge of Army and Navy AVUM, AVIM and civilian

production level logistics coupled with mechanical, structural and

electrical systems enables me to intelligently promote Products and

Services backed up with a proven track record. Effective multi-task

manager with the ability to excel in critical problem solving. Strong oral

and written skills with the ability to communicate properly in political

environments. Currently hold and maintain a secret security clearance.

Experienced in foreign and domestic customers.

CORE STRENGTHS

Program Management Contract Management

Ethical Business Practices Aeronautical Science

ACE Certified FAR Part 145 Accountable Manager

Customer Service Director- Sikorsky Global Helicopters, Light Helicopter

Division

Horseheads, New York 2008-Present

. Responsible for a 22 million dollar profit and loss center

. Leads all aftermarket functions for Sikorsky light helicopters

to include Spares, Waranty, Field Service, Training, Overhaul and

Repair, Publications and Crash Damage Repair

. FAA FAR Part 145 Accountable Manager

. Manage and maintain all program budgets, finances and projected revenue

. Initiate continuous improvement of processes and procedures to ensure

100% customer satisfaction through Lean, ACE and Six Sigma initiatives

Program Manager- Military and Commercial Field Service Operations

Sikorsky Support Services, Trumbull, Connecticut, 2004-2008

. Responsible for a 25 million dollar profit and loss center

. Lead, mentored and trained 140 Field Service Representatives from the

Connecticut headquarters

. Managed 35 different contracts with commercial and government customers

to ensure deliverables are carried out and completed within budget

. Provided strategic direction to the FSO team

. Maintained contracts, tracked cost and performance

. Negotiated internal and external contracts

. Maintained quality assurance for proposal activity

. Market and develop the organization

. Writer and editor of Field Service quarterly newsletter

. Maintained an Employee Recognition Program to reward highly effective

personnel

Field Service Representative- Field Service Operations

Sikorsky Support Services, FT Rucker, Alabama, 2000-2004

. Assist customer with repairs and logistical issues using continuous

improvement methods to streamline their maintain program

. Responsible for the success operational readiness of 94 Black Hawk

helicopters

. Trained airframe and electrical technicians in the classroom and on the

job

. Initiate Red Flag Alerts, Technical Reports, and Manual Revision sound-

off reports

Aviation Maintenance Technician

Sikorsky Aircraft & U.S. Army, Various locations 1992-2000

. Responsible for all scheduled and unscheduled maintenance, integration

and development flight-testing

. Conducted vibration analysis using US Army AVA System

. Supervised and trained airframe and electrical technicians

. Perform tasks in compliance with UTC Environmental Health & Safety

Standards

EDUCATION

Albertus Magnus College

Master of Business Administration (MBA)

Master of Science in Management

Embry-Riddle Aeronautical University

Bachelor of Science in Aeronautical Science

Associate of Science in Aeronautical Science

Certificate in Aeronautical Safety

Sikorsky Factory Training School

HH-60L training for all systems

Army Training Schools

OH-58D (I) Kiowa Warrior Maintenance School

UH-1 Helicopter Repairer School

First Responder- Trained in basic First Aid and CPR

COMPUTER SKILLS

. Solid computer skills that include Microsoft Office suite, AS400 and

SAP

Technical experience on UH-60A/L, EH-60A/L, SH-60B, MH-60R, UH-1H, S-333

and OH-58D helicopters.

Contact this candidate