Customer Service Manager
Resume:
Patrick Callahan
Email: abqfrw@r.postjobfree.com
Address: ***** ****** ******
City: Overland Park
State: KS
Zip: 66213
Country: USA
Phone: 913-***-****
Skill Level: Director
Salary Range: $99,000
Willing to Relocate
Primary Skills/Experience:
Supply Chain Management Account management Lean six sigma black belt Service delivery and support Warehousing and operations
Educational Background:
Bachelors Degree, Business Administration
West Texas State Univ, 09/1981 - 05/1987
Canyon, Texas
Not Selected,, Not Selected
Job History / Details:
Patrick Callahan
Overland Park, KS 66213
abqfrw@r.postjobfree.com
LinkedIn: www.linkedin.com/pub/patrick-callahan/2/829/212
CAREER SUMMARY
Results-oriented and dedicated Global Distribution and Logistics Management Professional with experience building and managing a worldwide distribution and logistics network. Extensive experience in managing the unique requirements of an integrated logistics network to support a global field engineering force.
Astute in identifying operational requirements, creating action / implementation plans and effectively coordinating with cross-functional and matrix team environments to achieve
objectives. Skilled in materials management and inventory
reconciliation. Demonstrated ability to implement process
controls and quality improvement initiatives. Maintains
excellent communication skills and problem resolution abilities.
A dedicated team player who enjoys working in a challenging
environment.
Specific expertise in the following:
* Global Collaborative Leadership Style
* Strategic Vision and Planning
* Spare Parts Logistics
* Logistics Infrastructure / Management
* P&L Responsibilities
* Acquisitions / Integrations
* Distribution Networks
* Inventory Management
* Continuous Improvement
* Field Service / Maintenance / Engineers
* Warehouse / Service Operations
* Maintenance Sales / Contracts
* Project Management
* Problem Solving
* Training / Mentoring
* Superior Customer Service
* Six Sigma Black Belt
* Capital Equipment
PROFESSIONAL EXPERIENCE
Diebold Inc., North Canton, OH
1980 - 2012
A global leader providing integrated self-service delivery and security systems and services.
Regional Solutions Manager - Great Plains Region, Lenexa, KS
2010 - 2012
Managed the sales and delivery of Diebold solutions through the service and implementation organizations. Territory included KS,MS, NE, IA, SD, ND, MN, and Western WI. Managed 200 employees.
Direct reports include: Customer Solutions Managers, Territory Performance Managers, Regional Resource Managers, Regional Implementation Manager, and Service Relationship Manager.
* Provided leadership, direction, and resources, as required, to achieve corporate goals of growth, profitability, and customer satisfaction. Revenue expectations of $35M in service operations and $105M in installation and product sales.
* Participated in customer visitations and meetings to assure
customer satisfaction levels were being met.
* Led the region towards the commitment and integration of Six Sigma principles. Six Sigma project with a major customer cut the equipment call rate by 53%, resulting in lower cost to maintain and higher equipment availability. Project resulted in Best in Class uptime nationally.
* Redesigned service and installation teams into -Solution-
driven teams. Sales leads and sales dollars per associate
increased 42%.
* Achieved top customer satisfaction ratings. Region was equal to or better than the national level on 6 out of 10 Measures, met target on all 10.
* Exceeded profitability targets on an average of 1-3% by finding the Value Proposition for each customer.
Director, Distribution and Logistics Operations,
North Canton, OH
2007 - 2010
Director - Global Service Parts Logistics, North Canton, OH
2002 - 2007
Managed the global service parts logistics network, including: transport, warehouse, strategic direction, cost management,inventory levels, reverse logistics, and repair, as well as asset utilization. The network included operations in over 30 countries with hub distribution centers in the U.S., China, Brazil, and Amsterdam.
* Managed the Ohio-based global distribution of service parts
annual volume from Ohio-based DC of one million lines and 400,000 orders.
* Managed the US Reverse logistics network, receiving, processing for refurbishment, and repackaging volume of 25,000 items per month.
* Achieved quality of 669 Parts Per Million order quality against target of 750 for the US-based distribution center.
* The Ohio DC facility utilized cycle count inventory process and maintained accuracy above 99.97%.
* Negotiated outsource arrangement for European distribution
center. Moved the DC from France to the Netherlands, reducing
cost by over 15%.
* Planned and provided oversight of the centralization of the
European service parts network from 8 country warehouses /
distribution networks to a centralized Amsterdam based
distribution and repair facility. Network cost reductions were in excess of 20%. Reduced inventory refurbishment costs by 5%. Increased inventory turns by 24%.
* Drove inventory reductions by more than 35% over a 3-year
period.
* Opened Shanghai Distribution facility to provide cross docking opportunities for Chinese produced goods.
* Established a new innovative service parts leasing offering in China for new product launch. Annual recurring revenue in excess of $200K.
* Led Six Sigma Black belt projects for logistics network
redesigns in South Africa and Australia, resulting in reduction in warehousing facilities and increased field technician productivity.
Director, Service Operations and Support, North Canton, OH
1998 - 2002
Responsible for the development and support of Diebold non-US
service operations. This included development of new service
offerings and implementation of service offerings via the local country operations and network of business partners.
* Member of the Executive team that negotiated the purchase of the SAIB, Bull and Getronics ATM Business.
* Managed the integration of Bull and Getronics logistics and
maintenance operations involving over 20 countries, 650
associates, and $100M in annual revenue.
* Established a service audit system to verify and audit
reporting results of the country operations with an emphasis
towards continuous improvement.
* Implemented the acquisitions (service operations) in Australia - $5.5M and Taiwan $1.5M.
Director, Service Operations EMEA (Europe, Middle East,
Africa), North Canton, OH
1993 - 1997
Reported to Managing Director, EMEA, establishing service and
logistics infrastructure in EMEA. Provided support to customer base and to the manufacturing organization InterBold (Joint Venture with IBM).
* Expatriated assignment in London. Second Diebold associate
assigned into the European Market.
* Designed and opened the EMEA support center, including
hardware, software, Service Parts Logistics, and customer support. Supporting Distributors sales of over 40 Million per annum.
* Designed, negotiated, and sold a unique offering for Standard Bank in South Africa. Contract was initially a five-year term,valued at over $35M.
* Managed startup of South Africa operation in six months, on
time and under budget. Operation was profitable within 12
months.
1990 - 1993
Director International Operations, Diebold Inc., Canton, OH
1988 - 1990
Strategic Operations Manager, Diebold Inc., Canton, OH
1986-1988
Regional Operations Manager, Diebold Inc., Dallas, TX
1984-1986
Customer Service Manager, Diebold Inc., Amarillo, TX
1980 - 1984
Customer Service Engineer, Diebold Inc., Dallas, TX
MILITARY EXPERIENCE
U.S. Air Force, Malmstrom Air Force Base, Great Falls, MT
1977 - 1980
Texas Air National Guard, Dallas Naval Air Station, Dallas, TX
1980 - 1987
Active Duty and Air National Guard. Honorably Discharged.
* Completed U.S. Air Force Electronics Specialist Course, ICBM(Minuteman) Analysts Course, Logistics Training Course.
* Small Arms Expert.
* Held Top Secret Security Clearance.
EDUCATION
Bachelor of Business Administration (BBA) in Management, 1987
West Texas State University, Canyon, TX
Associate of Science (AS) in Logistics Management, 1986
Community College of the Air Force, San Antonio, TX
Lean Six Sigma Black Belt Training, 2007
Air Academy Associates, North Canton, OH
TRAINING
SalesForce.com, 6/21/2012, Denver, CO
Oracle iProcurement, 4/6/2012, North Canton, OH
Security Monitoring, 3/4/2012, North Canton, OH
Performance Management - Goal Setting, 3/4/2012,Lenexa, KS
PCI Compliance for Implementation, 2/20/2012, Lenexa, KS
Foreign Corrupt Practices Act(FCPA),2/1/2012,North Canton, OH
Gramm Leach Bliley, 12/21/2011, North Canton, OH
OSHA 300 Recordkeeping, 10/27/2011, North Canton, OH
Accident Investigation and Reporting, 5/31/2011,
North Canton, OH
Oracle Global Sales Training, 12/28/2010, North Canton, OH
Diebold Global Sales Process, 11/17/2010, North Canton, OH
Business Team Training, 5/13/2010, North Canton, OH
Through The Customers Eyes, 1/18/2010, Chicago, IL
Zodiak, 12/31/2009, North Canton, OH
Security Awareness, 11/24/2009, North Canton, OH
Lean Value, 10/4/2007, North Canton, OH
MBTI, 7/14/2006, Dallas, TX
Business Team Leadership, 3/7/2006, North Canton, OH
Antitrust Compliance, 8/26/2005, North Canton, OH
Dealing With Conflict, 4/22/2003, North Canton, OH
Oracle-Field Service, Spares Management, 3/3/2003,
Amsterdam, Netherlands
DBIS - Diebold Business Improvement System, 4/15/2002,
North Canton, OH
Information Mapping, 10/16/1999, North Canton, OH
ISO 9000/QMS For Managers, 2/5/1996, London, UK
ISO 9000/QMS For Quality Professionals, 8/1/1995,
London, UK
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