Manager Customer Service
Resume:
Keith J. Muszynski
***********@*****.***
Technical Service and Operations Professional
> 15+ years successful Electronics Industry Management:
- manufacturing - repair centers / technical
services - testing / quality assurance
> Demonstrated track record of streamlining and turning operations
around:
- produce significant cost savings and improve efficiencies
- achieve quicker turn times without sacrificing quality
> Lead and motivate effective work teams - focus on individual
talents, reinforce successes
> Self starter - consistently completes tasks / projects on time and
within budget
> Team player committed to excellent customer service - to internal
and external customers
> B.S. in Electronics and Computer Technology
. Supply Chain and Vendor Management
. Global Business Experience
. Creative / Analytical at Problem Solving
. Clear Communicator
. ISO-9001 Certified Manufacturing
. Project Management
Relevant Experience and Accomplishments:
Repair Centers / Technical Services
. As Corporate Repair Manager for LTX-Credence improved repair turnaround
time by 39%:
- created and implemented cross training for test and repair
technicians;
- increased flexibility enabled quicker turn times for customer returns.
( Participated in developing and implementing Key Performance
Indicators (KPI's) for 3 Global Repair Centers:
- identified repair cycle, costs, quality testing, repair volume and
backlogs;
- ran frequent reports (Excel) to pinpoint problem areas / backlogs;
- increased repair volume by 7.3%, decreased backlog by 17%; achieved a
98% on-time shipping.
( As a Technical Services Manager (Rosen) and a Repair Center Manager
(Merit/Credence)
- responsible for managing production/repairs to quickly respond to
customer escalations:
- re-prioritized staff assignments in order to meet customer
turnaround requirements.
( As Project Manager (Credence) developed / implemented the transfer
all repair activities to Asia:
- identified all instruments and equipment to be transferred;
- developed training plan timeline;
- directed organization / creation of documentation for each piece of
equipment;
- oversaw packing and shipping of all equipment and documentation to the
Asian Repair Centers;
- selected technicians to travel to Asia to participate in installation
and certify training.
( As Technical Services Manager for Rosen increased repair turn times
from 3 months to 48 hours;
- implemented visual management (dating, prioritizing) system to
identify critical and overdue jobs;
- increased inventory accuracy from 60% to 98%
- created / implemented physical and computerized controls;
- set up and managed an off-site repair facility enabling maintaining 48-
hour return time;
- reviewed all repair data and invoices and resolved discrepancies;
- established and managed new external vendor warranty repair
contractors;
- responsible for QS-9000, ISO-9001, ISO-14001 certifications.
Manufacturing
( As Electronics Manufacturing Supervisor improved on-time delivery
from 65% to 95%:
- reviewed / analyzed existing procedures, implemented changes to
resolve bottlenecks;
- improved documentation and reorganization of manufacturing floor
increased inventory accuracy from 75% to 85%.
( Responsible for coordination of "first article" inspection and
testing of new designs:
- reviewed design, comparing with documentation / prints / engineering
specs;
- coordinated and negotiated corrective actions with vendors.
( As a member of cross-functional Design Teams at Rosen Products:
- reported design issues (ease of repair, updating software / firmware)
reported by customers;
- increased serviceability in the field and at Repair Center.
Keith Muszynski
Page 2
Customer Service
( Worked with engineers and repair center personnel to manage
priorities and escalations in order to resolve urgent customer issues.
( Coordinated resolution of customer issues with Sales, Engineering and
Manufacturing / Repair.
( Supported first product line migration, including vendor and
employee training, and equipment transfer, with no
interruption to customer support.
Supervision / Training
( Recruited, interviewed, and hired technicians, engineers, assemblers
and material controllers:
- participated in interviews to ensure successful candidates possessed
specific production skills;
- performed regular performance appraisals;
- trained/developed personnel, ensuring appropriate certifications for
all production work;
- worked with human resources to institute disciplinary actions;
- terminated employees in response to corporate downsizing and / or
employee failures to adhere to corporate policies and procedures.
( Developed overall plan to train technicians from Asia in the
operation of troubleshooting / repairing instruments and equipment -
implementing and monitoring on-site training sessions.
( Oversaw training for operators and technicians:
- set up and implemented training programs for new tooling and
equipment;
- monitored effectiveness of training to assure production yield goals
would be met.
( Created and implemented a cross training plan for repair technicians
that increased flexibility and improved utilization of labor and
equipment resources.
( Implemented safety policies and procedures at Credence and Rosen;
monitored ongoing operations to assure these policies and procedures
were being followed;
- wrote and followed up on accident reports.
( Served as point person for Credence Repair Center for all safety
issues, accidents and resolution;
- trained subordinates on all new safety policies and procedures.
Employment History:
LTX-Credence, Hillsboro, Oregon
2006 - 2008
Corporate Repair Manager
MTI, Inc., Hillsboro, Oregon 2005 - 2006
Electronics Manufacturing Supervisor
Rosen Products, Eugene, Oregon 2000 - 2003
Technical Services Manager
Merit Industries, Inc., Bensalem, Pennsylvania
1980 - 2000
Technical Services Manager
Central Quality Assurance Manager / Electronic Production Manager
Education:
Lyon's Technical Institute, Upper Darby, Pennsylvania
Bachelor of Science - Electronics and Computer Technology
Computer Proficiencies:
Windows NT, XP, Microsoft Office Suite, CMS, Mapics, Baan, AS-400,
Goldmine, Trackwise, Groupwise, Software 21, Visio, SAP, Agile, Clarify,
WebEx
Certifications:
Policies and Procedures for Managers and Supervisors
QS-9000, ISO-9001, ISO-14001
Quality Procedure Training, Anti-Harassment, Injury and Illness
Prevention
ESD Procedures, Hazardous Communication, Kanban, Kaizen,
Visual Management, Team Based Problem Solving / 8D Method
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