Customer Service Manager

MICHAEL KRITSCH

Birmingham, MI

T: 954-***-**** Email: *****@***.***

OPERATIONS MANAGEMENT BUSINESS ADMINISTRATION

EXECUTIVE SUMMARY

Operations Professional with over 20 years of progressive management

experience, culminating in executive-level profit & loss accountability.

Complete responsibility for operations/production; implementation of

effective systems/procedures; new business development, as well as

providing quality customer service.

Comprehensive technical expertise in the overhaul/repair of aircraft

landing gears for both commercial and military aircraft; compliance with

FAA regulations and safety requirements. Instrumental in resolving

production inadequacies and turning around a company division on the

verge of dissolving.

Successfully plan, organize and direct entire operation, including

scheduling, logistics, personnel staffing, supervision and

troubleshooting to resolve technical and non-technical problems.

Supervise and coordinate operations, equipment and personnel for maximum

efficiency, with respect to on-time production, quality assurance and

safety.

QUALIFICATIONS

Extensive experience in organizing and directing successful effort to

formulate and implement effective administrative policies and controls to

enhance productivity and profitability of operations.

. Manage profit / loss

. Excellent communication and interpersonal skills, highly customer-

focused

. Proven leadership ability in staffing/training/motivating

. Consistent high evaluations and commendations for initiative

. Outstanding problem-solving and decision-making skills

. Turnaround expertise

PROFESSIONAL EXPERIENCE

1/07 -10/09 Hawker Pacific Aerospace,Sun Valley,CA

Operations Director

Complete operational management for one of four landing gear companies

owned by Lufthansa Airlines. Manage 175 and facilities responsibility

for eight buildings on ten acres. Prior to my hire, operation reported a

$1.6 Million loss. Was tasked to implement Lean Principles, including

training for the entire staff. Implemented continuous improvement

initiatives.

. Through implementation of Lean Principles, took company from $1.6

Million loss in 2006 to operate on budget by 2008 (a $2.4 Million

turnaround).

2006: NAPCO, Hopkins, MN

V.P. of Operations

Oversee all direct and indirect operational functions including Quality

Control for this privately owned manufacturing firm. ISO company

representative tasked with maintaining the current system and preparation

for every two year audit. Consistently exceed top line sales numbers

throughout tenure.

. Reduced past due condition 10% in one of 3 product lines through

organizational changes.

. Achieved a 66% reduction behind schedule for U.S. Government orders by

personally revamping the second product line.

Michael Kritsch - Page 2

1990 - 2005: AAR,Miami,FL

V.P. of Operations

Multifaceted responsibilities for operational efficiency for one of the

leading companies in aircraft landing gear overhaul and repair, with more

than 275 employees. Implemented "lean manufacturing" principles for

continuous improvement in systems & procedures and optimum cost

reductions. Completely revised the materials handling program,

significantly enhancing the "critical path" scheduling of the right parts

on-time, resulting in greater production efficiency. Reversed a

consistently failing audit review and achieved a United Airlines approved

audit and obtained their account. Maintained desirable parts inventory

levels, negotiating vendor prices for all materials, supplies and new

equipment.

. Instrumental in reducing turnaround time from 65 days to 36 days,

resulting in a significant increase in customer orders.

. Increased order backlog from $800,000 to more than $9 million, as well

as responsible for profit margins increasing from 10.11% to 27.40%

. AAR became the 1st company in South Florida to receive a Title V air

permit for a clean air record, with improved toxic waste and air

pollution handling.

1978 - 1990: MENASCO OVERHAUL DIVISION (Colt Industries), Burbank, CA

Director of Material

Responsible for all aspects of material management for this major

supplier to the commercial and military aircraft industry, including

airframe and airline operators, with annual revenues exceeding $12

million. Maintained a $5 million operating and major component exchange

inventory. Oversaw indirect organizations of production and material

control, purchasing and shipping & receiving. Responsible for selection

and implementation of a comprehensive management information system

utilized division-wide.

Manager of Manufacturing and Material

Oversaw all machining, plating and assembly to support a 100 employee

shop. Supervised production, material control, purchasing, shipping &

receiving. Introduced a computerized inventory system, as well as

initiated the shipping & receiving department.

Manager of Material

Supervised production, material control and purchasing, with

responsibility for all machine loading, provisioning for rotatable and

operating inventory.

Manager of Production/Material Control

Coordinated a staff of production control supervisors, project

coordinators, expediters, planners, material control supervisor, senior

clerks, analyst, stock room staff and tow motor drivers.

EDUCATION

EASTERN MICHIGAN UNIVERSITY, Ypsilanti, MI

Bachelor of Science

PROFESSIONAL AFFILILATIONS

American Production and Inventory Control Society

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