Manager Customer Service

Ezhil Vivekanandan

**** ********, **** **-*****, USA

e-mail: ******@*******.*** Ph: 248-***-****

Proactive, Multifaceted Manager with Experience in Pluralistic, Global Environment

Highly accomplished Operations Manager with diversified International experience and demonstrated

expertise in Customer Resource Management, Strategic planning and Process Management. Has a

proven track record of success in achieving revenue, profitability and quality in a Multinational

corporation. Strong background building solid working relationships with technical teams and senior

management; establish positive relationships improving teamwork and cohesiveness across diverse

multi-cultural teams.

Core Competencies

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Project Planning and Scheduling Operations Management

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Tight Tolerance Machining Process Engineering and Development

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Budget Planning and Resource allocation Material Handling and Deliveries

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Installation, Setup and Follow-up Aerospace Manufacturing Processes

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Operations Trouble shooting and problem resolution

PROFESSIONAL EXPERIENCE

Fidia Co., Troy, Michigan

Manager - Operations and CRM (April ’05 – Present)

Holds P&L responsibility for the Customer Support Department with $2 million/year in volume. Oversee

core business and operational functions within the service department, which includes

Budgeting, Staffing, Material Management and logistics. Supervise and Direct staff of 20

highly skilled Mechanical, Electrical, CNC and Application engineers to support major

contracts like GE, Boeing, Northrop-Grumman, Ford, Goodyear, Rolls-Royce, Messier

Dowty and General Dynamics.

Selected Achievements

• Revenue Growth: Played a Key role in transforming the Customer Support Department from a

modest ancillary unit into one that averaged a profit of $400,000 between 2006 and 2008.

• Product development: Conceptualized and spearheaded a team in the design and development of

CRM and Accounting Modules to facilitate and bring together Customer Support, Material

Management, Scheduling and Accounting under one roof. Thereby implementing a standardized

procedure to integrate various departments and thus substantially increasing the overall productivity.

• Process Enhancements: Reduced errors and overheads by 50 percent and increased customer

retention by creating new order routing system to enable sales and customer service to understand

required information and to reduce errors and cost; system facilitates communication with the

customer about choices of standard processing methods and provides a vehicle to communicate

special customer needs.

• Performance Improvement: Led efforts to train employees in CRM and established metrics for

visual management, while driving culture change to focus on continuous improvement.

Ezhil Viswanathan

Awards and Honors

“Fidia Impiegato di eccelenza” (Fidia Global award for Excellence) - 2007.

Fidia Co., Troy, Michigan

Customer Support Manager (September ‘03- April ’05)

Managed the Customer service department with Job duties and responsibilities that included Work Order

Processing, trouble-shooting, warranty and service report processing, parts orders, maintenance orders

and other documentation. Handled high volume workloads within a stringent deadline driven environment.

Selected Achievements

• Streamlined process flow: Established a streamlined process flow to ensure the smooth

operations of the service department thus being able to concurrently manage 10 to 15 highly visible

projects for various clients.

• Structured Problem Solving: Established techniques wherein most common technical problems

and solutions against such problems were identified and a knowledge base was created. This

helped in reducing customer response time by 15% and helped reallocate valuable resources more

effectively.

• Generated Continual Revenue: Established Preventive Maintenance programs for Geometrics,

Tooling and Application Development with select Customers. This helped in earning a strong

reputation for quality of work that resulted in high level of repeat and referral business.

• Developed innovative method for calibrating machine, whose setup caused unnecessary variation in

final product; new product resulted in reduced set-up time and improved product.

Fidia Co., Troy, Michigan

Product Development Engineer (September ‘01- September ’03)

Developed application for Inventory Management to streamline the entire life cycle involved in the

sale of parts - from demand creation, procurement, order management and delivery.

Provided Support to diverse clientele throughout North America offering application engineering

solutions and services related to various Fidia units.

Designed and developed the hardware and software interface of Tool Measuring Systems created to

measure the accurate length of a cutting tool. This module is integrated into the CNC’s user interface

to update its tool table after every tool measurement cycle.

• Designed and developed Fidia’s “Virtual NC shop manager”, an innovative tool for clients deploying

multiple Fidia Numeric Controls. This tool helps identify productivity patterns and has helped

improved resource redistribution by at least 25% across all users.

• Designed and developed Fidia’s HMS (Head Measuring System) intended to measure the offsets of a

5-axis milling head and revalidating the machine tool parameters. HMS helps maintain accuracy and

repeatability levels at 3µm.

Developed Fidia SMARTPLC modules in IEC1131 that creates cross-compatibility between various

other PLC’s (Siemens, Heidenhain etc.).

Tools: Java Technologies, C++, Aucol, C, IEC1131, Infoteam SMARTpcs, Python 2.2, dB2 and varied

CADs

Awards and Honors

“Virtual NC Manager” Won the Fidia’s “Best new Innovation” award – 2003.

• HMS was showcased at IMTS 2006 and since then more than 300 units were sold worldwide.

Ezhil Viswanathan

Nexus Application Engineering Services, Bangalore, India

Application Engineer (August ‘98 – January ’01)

Provided Application engineering solutions and support to clients involved in the manufacturing of checking

and welding fixtures, automation of assembly lines and procurement of job orders that were executed at

the Nexus’ manufacturing unit at Pune-India.

Optimized Post-Installation process of ItalPrese High-pressure unit that included the basic PDC and four

auxiliary robots and Involved in the simulation of individual robots. Maintained very high quality standards

and evaluation for each casting was done based on Suzuki specified TQM principles. Thus reducing the

rejection rate by 40% while increasing the throughput by more than 60%.

Programmed PLC in Aucol and Step 7 Siemens PLC to retrofit Fidia NC’s with varied machine tools.

Installed Cubital Rapid prototyping machine, Rambaudi 5-axis machines, Retrofits of Fidia Numeric Controls.

Installed auxiliary robots (Fanuc 10i, Gauss and Acheson) for ItalPresse IP3500 (High-Pressure die

casting machine). Involved in cycle time optimization of each casting (for Suzuki Motors Ltd.).

EDUCATION

Maharishi University of Management, Fairfield, Iowa, US

M.S. Computer Science GPA 3.7

NTTF Electronics Center, Bangalore, India

Bachelors in Mechatronics GPA 3.6 (revised)

LANGUAGES KNOWN

English, Italian, Hindi, Tamil, Learning Chinese mandarin and Kannada

QUALIFICATIONS, PRESENTATIONS AND LANDMARKS

Conducted Presentations at multiple sites in the US, Canada, Italy and the UK titled “Improvement in

Productivity and Accuracy Brought in by HMS” catering to the elite in Manufacturing Industry in that

locale.

• Instrumental in organizing presentation booths at IMTS (Manufacturing Show at Chicago) and Westec

shows. Involved in all areas, notably, the Strategic location, Placement and Display which was

commented to have brought in increased volume and interest.

• Public Speaker and member of ToastMasters International.

• Currently undergoing six sigma black belt training and certification.

ACADEMIC HONORS

Secured institute Gold medal in Degree in Mechatronics for academic excellence.

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