Customer Service Manager
Resume:
Scott W. Pollock
Clinton, Ohio 44216
*************@*****.***
Work Experience: All positions held with The Timken Company, a $6B
manufacturer of precision and highly engineered bearing and steel components
headquartered in Canton Ohio.
District Manager – Canton, Ohio August 2007 – present
P&L & general management for responsibility for (3) USW organized facilities generating $300M in
annual sales for global consumption with 500 associates. Markets served include oil, gas, mining,
construction, rail, industrial distribution channels, aerospace, military, civil aviation, rolling mills.
• Developed & implemented a strategic lean manufacturing plan; over 2 yrs. unit cost
dropped 25%, inventory days dropped by > 50% and lead times were cut in half.
• Negotiated a (4) year basic labor agreement with the United Steel Workers which
did not follow pattern bargaining and allowed us to establish a competitive
manufacturing footprint in northeast Ohio.
• Fully implemented SAP.
• Received an award from a major customer for organizing a process for creative
benchmarking.
Global Manufacturing Director – World August 2003 – August 2007
P&L responsibility for (13) facilities and wholly owned subsidiaries generating $1B in annual sales with
3000 associates. Facilities are located in Asia, Europe, Africa, & the United States. Markets served include
construction, mining, distribution channels, aerospace, aviation, military, food processing, steel mills.
• Developed missions and strategic global manufacturing plans for each business.
• Rationalized product lines, closed non-competitive facilities, built facilities for
competitive global supply, and established clear core competencies.
• Established a global supply chain for non core manufacturing.
• Established a lean value stream worldwide for each product line.
• Results vary by facility; in general we delivered 50% improvements in customer
service, 25% reductions unit cost, 50% reductions in working capital, and 50%
increases in output with minimal capital infusion to meet record demand levels.
• Built (2) new facilities in China and India; fully operational in < 18 months.
• Developed an inclusive global team representing multiple cultures that together set
record performances for The Timken Company.
Strategic Planning Team Member – Canton, Ohio August 2002 – August 2003
Member of a (7) person team which investigated and recommended the purchase of a major competitor
(The Torrington Company; a $1B bearing & service company)
• The team established a value for the purchase of The Torrington Company and
negotiated a deal at $300M below asking price with fact based analysis.
• The team developed a synergy plan for after the purchase was made. Ultimately
we implemented 90% of the recommendations within an 18 month time frame.
• The purchase was positive to earnings from day one and this acquisition along
with the implementation of the synergy plan helped take our share price over a 3
year period of time from $18/share to close to $35/share.
• As a result of my experience and work on this team I was promoted to Director
over the global operations and was given P&L responsibility for managing a $1B
portion of the new company.
General Manager Operations – Canton, Ohio May 1999 – August 2002
P&L responsibility for (4) USW organized facilities generating $650M annual sales for global consumption
with 500 associates. Markets served include construction, industrial distribution, mining, oil, gas,
aerospace, military, rail, automotive, agriculture, rolling mills.
• Implemented a lean operating model across the enterprise, reduced our flow days
by 35%.
• Developed a strategic plan to gradually decrease our dependency on these
facilities. Over 3 years established a global supply chain for certain parts &
reduced unit cost by > 25%.
• Reduced the workforce from 2200 associates in 1999 to 500 in 2002 through a
number of initiatives including a 30% improvement in internal efficiency.
• As a result of these performances promoted to the corporate acquisition team.
Managing Director British Timken – Northampton, England Jan 2001 – May 1999
P&L responsibility for our UK based business, (2) sites, 14 facilities, $400M annual sales for global
consumption with 2200 associates. Markets served include industrial distribution, aviation, aerospace, high
speed rail, European automotive, agriculture, mining, oil, gas, NASCAR, Formula 1.
• Developed a strategic plan for make vs. buy & structurally right sized the facility.
• Developed a global supply chain & consignment stocking, on average reduced unit
cost by > 25%.
• Developed (2) innovative new product lines during and marketed successfully &
sold competitively in Europe, Japan, & Taiwan. These remain as core products
today 10 years later.
• Established a lean enterprise model for the site in conjunction with a local
university. Over 3 yrs. customer service went from 57 to 90%, unit cost dropped
by 2.5%/yr., productivity was up close to 40%, scrap costs dropped by 24%,
customer concerns dropped by 65%, & OEE climbed from 48-70%.
• Built a waste recycling center on site which was self funded from the revenues
generated by selling the waste streams, and had a 6 month payback.
Plant Manager – Canton, Ohio December 1993 – January 1995
Managed (2) facilities generating $150M annual sales with 250 associates.
• Led a strategic planning group to build a 5-7 yr. plan for our global manufacturing
footprint.
• The strategic plan was approved & implemented; changes in the 1st 12 months
saved $17m annual fixed cost(s) and drove down the cost of mfg. by > 25% for
these product lines.
• Implemented performance based management and met or exceeded all annual
business plan commitments.
• As a result of these performances promoted to Managing Director – England.
Assistant Director President – Sao Paulo, Brazil July 1989 – December 1993
P&L responsibility for our Brazil based business, $100M annual sales mainly for South America with 500
associates. Markets served include agriculture, automotive, automotive & industrial aftermarket.
• My role was to make the facility globally competitive in respect to quality and cost
as the protective duties were eliminated with the Plano Brasil Novo
• Implemented a total quality system which turned around quality performance and
also received every major customer quality award available (GM, Ford, CAT, etc.)
• Developed make vs. buy strategy & established an integrated supply chain local in
Brazil vs. previous dependency on importation with high duties
• Over 4 yrs. took customer service from 70% to > 98%, productivity up 50%, unit
cost down by 20%, quality PPM down by 60%, working capital down by 60%
• Established a culture which promoted open, honest communications in
conjunction with strong ethics & integrity
Quality / Engineering Manager – Bucyrus, Ohio December 1986 – July 1989
• Created a globally competitive facility in terms of quality and unit cost and
established first successful export business for our company into Japan
• Implemented stringent quality systems and won every quality award from major
customer accounts including Ford, GM, Chrysler, Caterpillar, John Deere
Quality Advancement Specialist – Canton, Ohio December 1984 – December 1986
• Trained in Detroit and Tokyo in statistical process control and lean techniques and
then introduced them into (4) of our North American manufacturing facilities
Mechanical Engineer – Canton, Ohio December 1982 – December 1984
• Solved many manufacturing and machine tool issues through the study of
variation, and utilization of designed experiments
Industrial Engineer – Canton, Ohio February 1981 – December 1982
• Worked on redesign of value streams through utilization of 6 sigma and lean
techniques
Education
• B.S.Industrial Management - University of Akron, Ohio 1981
• Completed (1) yr. M.B.A. – University of Akron 1985
• Completed the Executive Development Program for Senior Executives at the Katz
Business School University of Pittsburgh 1994
Skills
• Serve on (2) University Boards: Kent State & The University of Akron
• Served as an advisor to Parliament in the United Kingdom: 1996-1998
• Co-founded the National Quality Award for Brazil 1991 – 1993
• Served as an advisor for The Timken Foundation & Charitable Trust.
• Fluent in Portuguese, base in a number of other languages
• Successful contractor for private home construction
• Skilled carpenter and cabinet maker
• Trained in antique car restoration
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