Customer Service Manager

Jeffrey Guthier

**** ***** ******* ***** . ********* Bay, CA 94505 . 925-***-**** .

********@***.***

Qualifications for Operations Executive

Visionary . Team Building/Leadership . Budget P&L . Business Development .

Business Systems . Negotiations . Customer Service . Process Improvement .

Strategic Planning . Financial Analysis . Production Control . Purchasing .

Master Scheduling . Manufacturing Engineering . Production Line/Contract

Manufacturing

Career Track

ServoTerra: CTO/Co-Founder 2009

New company venture providing an open platform SaaS application that

addresses the gap between asset management and asset disposition, allowing

IT managers to optimize for profitable ROI the same way they do for usage

and performance.

< Developed application on Salesforce.com's platform including IT asset

technology profile mapping, market valuation data libraries and a B2B e-

Commerce community for remarketing of assets.

< Delivered beta platform in less than 2 months and production first

release in 4 months.

< Managed postings of $4M of customer assets and sell through of $2M within

first 4 months after go-live.

M-Cubed: Vice President, Operations and Information Technology 2007 to

2008

Charged with driving the business from $3M in revenue to $100M over three

years time by balancing budgets, controlling expenses, and putting into

place infrastructure. Provided technical and program management expertise

to support business development initiatives, i.e. winning new accounts and

transitioning into day-to-day operations with ease.

< Streamlined internal processes and automated asset tracking by replacing

fragmented IT systems and processes with an SaaS based NetSuite solution,

which enhanced value proposition to the customer base.

< Developed data security solutions, enabling Fortune 100 clients to comply

with Sarbanes-Oxley and HIPPA regulations.

< Created a global footprint to process customer assets through key

partnerships; quickly outsourced model to avoid capital intensive growth.

Nokia: Senior Manager, New Product Introduction and Manufacturing

Engineering 2004 to 2007

Managed an operations, program management, materials management, and

manufacturing engineering staff of ten responsible for bringing

deliverables throughout the entire product lifecycle, from initial concept

to end of sale. Developed and implemented program lifecycle management

processes to ensure expectations are met. Ensured open lines of

communication between departments. Reviewed overall program health and

proactive risk management as a member of the product program review board.

Implemented quantifiable new product launch and quality metrics to measure

success of programs.

< Reduced ECO changes after production release by 90% by formalizing DfM

reviews with engineering and contract manufacturers.

< Slashed product launch time by 25% by motivating the Contract

Manufacturer to launch the product successfully and continue to improve

on quality.

< Transferred CM manufacturing site from Guadalajara, Mexico to Penang,

Malaysia; $1M annual COGS savings.

Jeffrey Guthier

Page Two . 925-***-**** . ********@***.***

Nokia: Manager, Demand Fulfillment and Operations System Solutions 2000 to

2004

Oversaw order administration, customer feedback and improvement programs,

contract manufacturer demand fulfillment, and business systems development

and integration. Managed a team of 15 employees and 2 supervisors.

< Implemented a B2B, Rosetta-Net based, order management backbone that

supported back office demand fulfillment processes with contract

manufacturer and automated customer notification, thereby reducing order

entry cycles from 7 days to less than 24 hours.

< Served as a Six Sigma Champion on a B2B System data integrity initiative,

which improved the quality of record transactions from 70% to over 98%.

< Achieved Green Belt Six Sigma Certification by decreasing customer order

resolution average cycle times from 90 days to less than 5 days and

average backlog of cases from 125 to 25.

< Led the consolidation of service order administration and product order

administration, resulting in a single point of contact for the customer

and improving order to cash cycle times by 25%.

< Increased customer satisfaction by 33% year over year by implementing a

Customer Scorecard Program.

Thermo Finnigan: Director, Operations and Information Technology 1997 to

2000

Managed planning/inventory control, purchasing, manufacturing engineering,

production, shipping, and business systems with 67 employees, 5 managers.

< Transferred patented light pipe technology into production, increasing

product performance by 150%; was regarded as the only manufacturer

capable of producing in volume.

< Directed the conversion of an acquired company's production line from

work order based to repetitive JIT manufacturing, which reduced WIP

inventory by $50K and overall inventory by $75K.

< Implemented SAP manufacturing, planning, order administration, inventory,

ECN, and service modules to replace the ASK MANMAN system, coming in

~$500K under budget.

< Introduced a redundant information systems and 24x7 monitoring and

support plan for global sales and operations, which allowed visibility of

critical to business information without corporate headquarters

increasing beyond standard 40-hour shift.

Thermo Separation Products: Manager, Production and Manufacturing

Engineering 1991 to 1997

Managed the production of integrated data printing machines from sub-

assembly to final configuration. Transitioned new products into production

through a manufacturing engineering group. Managed 20 employees.

< Coordinated the relocation to San Jose, CA, which reduced square footage

by 40%, saving ~$1M annually.

< Drove outsourcing program for all subassembly and PCBAs, saving ~$250,000

annually.

Prior to 1991, was recruited out of Purdue University, where completed

undergrad and masters in 4.5 years, and relocated to join Spectra Physics

Analytical as a "fast track" operations employee to gain breadth of

knowledge across functional areas and with career path to management. Held

planning, inventory control, purchasing, manufacturing engineer, and master

scheduler titles during this time.

Education/Certifications

Purdue University: Master of Science, Industrial Administration / Bachelor

of Science Industrial Management

APICS Certified (all modules) / ISO 9001 Certified and Lead Auditor / Six

Sigma Green Belt and Champion Certified

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