Customer Service Management

Daniel Utterberg

Diamond Bar, CA *****

909-***-**** / ***************@*****.***

Aerospace Manufacturing

Summary

Demonstrated experience in forecast and budgeting processes, building and

developing teams, process improvement, and excellent written and verbal

communication skills. Recognized ability to develop, organize, and execute

a plan. Accustomed to interfacing with international customers and

suppliers. Experienced in material review board and preventive & corrective

action processes. Areas of expertise include:

Continuous Improvement Program Management

Value Stream Mapping Supply Chain

Lean Manufacturing Product Support

Professional Experience

Brice Manufacturing, Pacoima, CA 2007

- 2010

A TIMCO division specializing in commercial airplane seating, the largest

in the US for MRO services

Director of Program Management, Product Support, and Customer Service

. Responsible for the oversight of three departments including

Program Management Office, Product Support and Customer Service.

. Involved in all leadership aspects of making decisions on RFP's,

managing multiple program P&L's, maintaining relationships with

major customers including Boeing, Airbus, and ATR

. Coordinated and led quarterly program management reviews

discussing quality, on-time delivery, financial health of

program, future business opportunities, continuous improvement

and best practices

. Created and implemented key metrics to increase efficiencies

across all departments including supply chain, planning and

operations, engineering functions that supported all

departments.

. Traveled internationally 40% of the time, meeting with clients,

prospects at the bid and proposal phase, entertaining key stake

holders in procurement, quality production and program

management

. Coordinated and Led all customer meetings that included:

Initial Technical Coordination Meetings (ITCM), Preliminary

Design Reviews (PDR), Critical Design Reviews (CDR), and

conducted First Article Inspection (FAI) with all OEM's and end

users.

. Responsible for 25M in program and Spare revenue.

Key Accomplishments:

> Established a credible program management office, developing

key metrics, writing process and procedures which did not exist

prior to coming on board

> Increased change order and add-on activity which resulted in a

70% increase in sales

> Increased spares revenue by 56% post delivery of Seat Programs.

> Recognized by Boeing and Airbus for managing customer relations

and improving overall performance ratings as a seat supplier.

The Boeing Company, Long Beach, CA 1995 -

2006

Senior Program Manager, Passenger to Freighter Modifications (757, MD11,

DC10) 2001-2006

. Consolidated independently generated project data by interfacing

with functional specialist, or team specialist on cross-

functional teams, for an understanding of trade-offs among

costs, schedule, quality and risk

. Developed work-around plans, scheduled recovery plans,

alternative options, resource capacity plans, or risk mitigation

plans, or re-baselines the project as required

Professional Experience (continued)

. Developed, maintained and reported on Program performance and

cost metrics to all levels of senior management and airline

customers

. Worked to improve project management processes and business

systems that support project decision-makers

. Scheduled and planned own work assignments by leading,

directing, or managing development charters, work breakdown

structures, project plans, and project controls throughout the

life cycle of a project

. Managed 450M dollar program successfully.

Operations, Passenger to Freighter Modifications (757SF) 1998-2001

. Provided oversight and guidance to modification sites throughout

the world

. Provided quality products that meet customer, cost, schedule,

and performance requirements

. Provided technical leadership for assigned cross-organizational

projects and subcontractors, ensuring that programs are

completed within cost and schedule limits

. Responsible for maintaining cost, schedule, technical

performance as it relates to the specific contract

Technical Materials Support Analyst 1995-1997

. Team Lead for materials support of inducted aircraft at various

modification sites around the world

. Applied technical standards, principles, theories, concepts and

techniques to complex bill of materials in order to mitigate the

impact of short lead-time inductions

. Monitored, evaluated and recommended processes to improve shop

and supplier adherence to schedule with effective planning and

communication with all affected organizations

. Analyzed process and production data and negotiated with both

internal and external customers and suppliers to resolve

conflicts which included processes, costs, schedules and impact

on production flow

. Planned and managed development of tactical business plans for

inventory and materials management

. Facilitated introduction of new inventory management tools and

techniques into current processes

. Ensured organizational compliance with inventory management

policies, contractual requirements, and governmental regulations

Technical Publications 1995

. Planned, designed and managed complex projects that often

encompassed multiple sources and a various production techniques

. Oversaw project compliance with scheduling and airline

requirements

. Conferred with customers to solve production problems

effectively

Education and Training

Program Management Professional (PMP) - University of Villanova 2005

Bachelors of Science in Business Administration, University of La Verne

2010 completion (AA complete)

Boeing Leadership Center - "First & Second Line Leadership", Program

Management,

Lean Distribution Seminars, Long Beach, CA, Everett, WA, Wichita KS, and

Mobile, AL

Technical Skills

Proficient in the use of Microsoft Word, Excel, Access, Project and Power

Point; foster lean manufacturing business model and knowledgeable of

metrics and structure within aerospace manufacturing.

Contact this candidate