Service Manager
Resume:
SEAN J. WOODS
**** ********** **** ***** 408-***-**** C
San Jose, California 95136 abnv8e@r.postjobfree.com
Global Service Operations / Logistics Director
Objective
Director position utilizing my extensive experience in Service Logistics, Service Planning, Global Transportation,
Customs, Distribution, Warehousing and Supply Chain with a growth oriented, internationally focused
Manufacturing Corporation desiring to make Service a competitive advantage from its competitors while
providing superior service to its internal and external customers.
RMA Management Reverse Logistics 3PL Management
Logistics and Distribution Management Product Life-Cycle Management ISO Certification & Lead Auditor
Service Material Planning Strategic Service Logistics Planning Repair Vendor Management
EMPLOYMENT HISTORY
Coherent Inc, Santa Clara, California
Coherent is the lead manufacture of laser systems.
Sr. Manager, Global Service Operations 2006 to Present
Complete re-engineering of the Global Service Operation. Manage departments include; Service Planning, worldwide
3PL management, Asset Recovery, Inventory Control, Master Scheduling, and International Service logistics
Compliance.
Increased global service on time delivery by 172% (met corporate goal)
Implemented global service planning methodology that reduced global service inventory by 35% ($6M)
Reduced service operations costs by 35% through automation in systems / logistics infrastructure ($2M Annually)
Increased velocity of customer return rate to reduce warranty costs by 25% ($3M Annually)
Consolidated / outsourced warehouses in US, Asia and Europe to reduce distribution costs, improve cycle times from order
to delivery and increase inventory turns to reduce carrying costs
Launched regional repair strategy to reduce lead time, labor cost, transportation costs and avoid VAT /Duties resulting in a
75% reduction in repair lead time and 40% reduction in operational costs.
Drafted a $3M value 3PL RFQ, benchmarked and submitted a global third party service contract for transportation,
warehousing and distribution between Asia, Europe and the USA, including rate negotiations for 24hr, 8hr 4hr and 2hr service
distribution.
Extreme Networks, Santa Clara, California
Extreme Networks is the lead manufacture of open converged networking equipment.
Manager, Global Service Operations and Logistics 2002 to 2006
Re-engineered and managed the Global Service Supply Chain. Managed departments include; global transportation,
worldwide 3PL management, inventory control, premium services, logistics and corporate freight audit.
Increased worldwide on time delivery from 78% to over 98%.
Developed global VAT avoidance programs in Asia, EMEA, and the Americas that resulted in a $650k annual cost reduction.
Filed and successfully recovered over $450k in VAT in Singapore, Canada, Japan and The Netherlands.
Reduced China customs clearance lead-time from 2.5 weeks to 48hrs by establishing a Warranty Bonded warehouse solution in
Beijing in turn reducing material carrying costs by $75k while, increasing on-time delivery to 99.8%.
Lead corporate carrier selection and negotiations resulting in a 20% reduction in freight spend.
Negotiated global 3PL contract and rates resulting in $250k annual savings.
Expanded product valuation to include refurbished, defective, and paid services product values, resulting in lower
import/export fees for customers and Extreme.
Developed new service offerings in Japan (4 hour service) and in Latin America (Next Business Day service) which has
boosted sales by $1M annually.
Sean Woods Page 2
Nexsi Systems, San Jose, California Initiated Chapter 7- April 2002
Nexsi was a new start-up company that designed and manufactured a single security box (layers 4 through 7) that housed VPN, SSL
Acceleration, Web Management and Firewall functionality.
Manager, Service Logistics 2001 to 2002
Created and managed the Global Supply Chain program that forecasted and tracked all inventory / shipments / returns /
RMA’s, established global after-sale support organization, and designed global distribution network. In addition,
managed OEM production activities that included development of inventory tracking systems, order management,
inventory accuracy, product quality, and on time delivery.
Established Spares model to support a 99.5% on-time delivery worldwide for 2, 4, 8 and 24-hour response.
Built MRP / ERP tool to set appropriate stocking levels utilizing build/repair lead times, usage history and sales forecasts.
Developed reverse logistics to optimize the supply chain and reduce inventory-carrying costs.
Conducted 3rd party logistics sourcing selection. Selection resulted in reduced rates and an annual savings of 30K per quarter.
Optimized the communication / data transfers surrounding marketing, sales, engineering, planning, scheduling and repairs that
reduced the Supply Chain cycle times by 25%.
3Com Corporation, Santa Clara, California 1995 to 2001
3Com designs and manufactures products that provide network infrastructures for enterprise, telecommunication service and small business markets.
Manager, Service Logistics Quality Systems 2000 to 2001
Managed all aspects of RMA Quality for North American and Latin American operations. Responsible for managing
200-contract support distribution centers throughout North and Latin America.
Streamlined the Americas Supply Chain by setting up strategic repair depots as well as implementing temporary export
programs in Latin America that resulted in $3 M annual savings.
Designed and implemented Quality System for Latin America achieving ISO 9002 Certification in the Latin America
Operations. This was the first 3Com operation to be ISO certified in the region.
Coordinated Quality Management of 3rd Party Logistics partners including creation of Service Level Agreement, Quality Rating
System, and Supplier Corrective Action Programs which resulted in reduced lead times, greater inventory accuracy, and the
highest ever customer satisfaction rating for the Global Logistics organization.
Managed Customer Satisfaction Program for North, Central and South America. Initiated cycle count program for logistic
center inventories. This process contributed to increasing contract and warranty compliance levels above 98.5% for on time
delivery.
RMA Program Manager, Global Logistics Services 1998 to 2000
Responsible for Global Logistics Service projects encompassing overall project development, budgets, return on
investment, schedules, and execution of objectives and progress reports.
Managed integration of Logistics Software System (Clarify) between APR (Asian Pacific Rim), UK, and the Americas.
Achieved substantial inventory reductions as well as operational savings through better operational procedures.
Established automated solutions to inventory control processes involving wireless scanning, web-based transactions and bar
coding. Solution resulted in annual savings of $1.2 million.
Reorganized APR policies resulting in increased service levels for Warranty, Out of Warranty, and Contract customers.
Developed internal operational procedures, in the Latin America region, for Order Fulfillment, Tech Support, Call Center,
Reverse Logistics and Repairs to support Warranty and Contract customers. Procedures facilitated sales of 2, 4, and 24-hour
service contracts in the Latin America region.
Production/Inventory Control Manager, Global Logistics Services 1996 to 1998
Managed 5 Supervisory and 52 hourly employees in Inventory Control, Production Control, Scheduling, Order
Fulfillment, and Shipping/Receiving.
Accelerated repair processing lead times from 10 days to 3 days.
Utilized technology and process improvement to reduce staffing levels by 50% in both Scheduling and Order Fulfillment.
Established daily cycle count program. Managed physical inventories for 18 sites (global warehousing, repair centers, in-transit
locations).
Managed global inventories of $65M.
Sean Woods Page 3
Shipping Supervisor 1995 to 1996
Managed six hourly employees consisting of Domestic and International Shipping.
Improved same-day Contract shipment performance from 90% to 99.5%.
Coordinated ongoing cross-functional training program resulting in increased flexibility of the work force.
Created specs for all international and domestic packaging resulting in a reduction of losses in damaged products to customers.
EDUCATION
University of Phoenix, Santa Clara, California
Completing Business Degree In-Progress
University of Nebraska, Lincoln, Nebraska
Course work toward Business Degree 1989-92
APICS
Course work 1998-99
Project Management
Cadence Management Corporation Feb 00
Lead Auditor Certification
Collier and Associates June 99
Management
Cadence Management Corporation Feb 00
Quality Systems Internal Auditor Certification
SGS International Certification Services, Inc. July 96
Computer Software Applications: Word, Excel, Power Point, Visio, MS Project, MS Access, Clarify, Oracle,
ManMan, SAP, Siebel, Agile, Vantive
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