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Customer Service Manager

Location:
Fairport, NY, 14450
Posted:
March 09, 2010

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Resume:

Theodore Henricks

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

Fairport, NY 14450

585-***-**** (Mobile)

585-***-**** (Home)

Professional Experience

. Multiple years of supervisory experience

. Excellent problem solving, risk mitigation and negotiation skills

. Expert in contract negotiation, drafting, review, and closure

. Responsible for contract labor and professional services agreements

. Skilled in RFx process

. Member of several acquisition/divestiture teams

. Led multiple teams in cross-functional negotiations

. In depth understanding of IP ownership

. Diverse background in software, computing hardware, technical

support SLAs, professional services, and facilities management

contracts and procurement with in depth understanding of

intellectual property ownership requirements.

. Exceeded cost reduction targets consistently and continually focus

on seeking efficiencies in operations wherever possible

. Multiple years of general accounting experience

. Understanding of ITAR requirements and familiar with FAR, and DFAR

terms.

Employment History

Harris Corporation, RF Communications Division, Rochester, NY

Manufacturer of Communications Equipment June 2007 to

Present

Subcontracts Manager 4

Responsibilities:

* Compose terms and conditions for negotiation with suppliers for

hardware, software, professional services, contract labor, and

development contracts.

* Pricing and delivery terms and conditions including firm fixed

price, cost plus, engagement based subcontracts

* Point of contact for several major projects

* Intellectual Property rights for development and licensing

agreements

* Contracts for facilities requirements including leased equipment,

general building improvements, HVAC upgrades, cleaning staff source,

selection and contracts

* Software contracts for use in product and for I/S related

activities.

* Conduct RFP, RFQ, RFIs for selection of suppliers

* Select suppliers based on responses and specific evaluation criteria

* Negotiation of terms for delivery, milestone dates and payment terms

. Purchase order processing using QAD automated tool

. Leased vehicle fleet management including vehicle selection,

maintenance, fuel programs, and disposition of vehicles

. Member of acquisition team for new business unit. Responsibilities

included transfer of all software licenses, equipment leases,

disposal of excess assets and real estate leasing.

. Single point of contact for suppliers

. Generate purchase orders for US Government Contracts

. Familiar with ITAR classifications and requirements

. Familiar with FAR and DFAR contract requirements

American Express, Minneapolis, MN

Financial Services Company January 2007 to June

2007

Sr. Purchasing Manager

Responsibilities: All of the below are related to software supplier

contracts.

* Responsible for RFx process from initiation to supplier selection

* Compose terms and conditions for negotiation with vendors for

multiple categories of contracts which include subscription based,

hosted service, software licensing (royalty and single payment),

professional services, and development agreements.

* Computing platforms

* Negotiated intellectual property rights

. Signature authority up to $250,000 USD

. Contracts ranged in value from $10K to $1M per engagement

Nortel Networks, Rochester, NY

Telecom Equipment Manufacturer March 1993 to December

2006

Corporate Contracts Manager

Responsibilities:

* Compose contractual terms and conditions for negotiation with

vendors for direct (in-product), professional services, leased

equipment and other indirect (non-production) spend. Major suppliers

included SAP, Sun, HP, Microsoft, Borland and Adobe

* Review requirements with business owners for supplier selection and

strategic sourcing from RFI to supplier selection

* Negotiated Intellectual Property ownership for development,

strategic alliance, and software contracts

* Corporate agreements with major hardware providers which include

Dell, Sun Microsystems, Airespace, Trapeze Networks, and HP. The

hardware was in support of sale of solutions to End Customers and

for internal use.

* Contract dispute resolution (mitigate disputes and settlement)

* Member of core teams for acquisition/divestiture of several business

units

* Lead negotiator for cost reduction effort for I/S within all of

Nortel

* Negotiate fixed cost reduction on price, year over year, in

contracts. Average cost reduction was 15-25%

* Anticipate need for cost reduction to meet margin targets

. In depth understanding of intellectual property rights and ownership

. Average contract value ranges $50,000 up to $30M+ - several

contracts valued at greater than $100M

Key Accomplishments

* Lead the corporate team to renegotiate contractual terms of

outsource of services for Information Services(I/S) - Effectively

reduced cost by 50%

* Renegotiated terms with computing leasing suppliers to mitigate

financial exposure, generating approximately $7M US cash savings on

$31M in corporate obligations

* Consistently exceeded objective of 15% cost reduction (CR) targets

year over year

* Selected as one of Top Talent resources for Nortel Networks

Division Operations Manager, Nortel Server Program

Responsibilities:

* Schedule of delivery of products to customers

* Expediting delivery with suppliers

* Schedule delivery of components to development and manufacturing

floor

* Primary interface with suppliers on delivery of software and

equipment

. Worked with development team to implement and design web based

ordering tool

. Coordinated with multiple lines of business within Nortel Networks

to implement operational processes

Key Accomplishment

. Reduced order fulfillment time from 8 weeks to 6 weeks from date of

order

Division Cost Accounting Manager

Responsibilities:

* Controlled $21M in inventory from component to finished goods

* Forecasted inventory requirements

* Forecasted delivery dates for finished goods inventory

* Provided financial input for budgets and reporting of results

. Supervised 6 members of cost accounting staff

Key Accomplishment:

* Implemented Cycle count program for "B" stock inventory

Division Customer Service Bid/Contract Admin Manager

Responsibilities:

. Single provider of input on all Customer Service and support

proposals

. Developed service pricing proposals

. Internal review and submission of all RFPs and RFIs for Customer

Service

. Negotiated support contracts with end customers

. Updated and developed Customer Service maintenance pricing

. Performed price and cost analysis for bids and orders

. Developed and administered Customer Service marketing tools

. Reworked all Customer Service Marketing Tools

OTHER RELEVANT EMPLOYMENT

Bryant and Stratton, Rochester, NY Two Year Private College

Business Office Director

SelecTronics, Inc., Pittsford, NY Electronics Manufacturer

Sales Administration Manager, Pittsford, NY

Accounting Manager, Minneapolis, MN

ELNA Sewing Machine Company Sewing Machine Manufacturer

Accounting Manager

Credit Manager

I/S Manager

HEMAR Service Corporation, St. Paul, MN Student Loan Guarantor and Servicer

Cost and Budget Analyst

Collections Supervisor

EDUCATION

Bachelor of Science, Major: Finance, Management, and Industrial Relations.

Minor: Economics.

Mankato State University, Mankato, MN

Addendum of Representative Transactions

Harris:

The primary point of contact and purchasing lead for the Business

Transformation Initiative. This initiative will be a 2-5 year project that

will establish a roadmap and implement process changes and restructure the

current business tools for use by the corporation.

Recently completed negotiating pricing, terms and conditions of the

contract with SAP for our acquired division.

Wrote and negotiated several strategic alliance arrangements within Harris

with key suppliers. This agreement establishes terms of engagement and

identifying mutually beneficial customers.

Key member of team for acquisition of wireless division of another company.

This included insuring that all software license agreements were assigned

and transferred.

Assumed the responsibility to manage the fleet of vehicles for the acquired

division.

Nortel:

Lead the negotiating team to reduce IS costs from $500M annually to $250M

with minimal reduction in quality and quantity of service from CSC

(outsource provider).

Reduced costs with key suppliers for support, licensing, and delivery to

reduce overall costs within Nortel for production software.

Was a member of the team for divestitures of several business lines in

Nortel.



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