Customer Service Quality Assurance
Resume:
Gary N. Crawford Jr.
Shelby, Ohio 44875
********@*****.***
OBJECTIVE
To obtain a Quality Management position with a company that offers the
opportunity to make positive improvements in a cooperative work
environment.
CAREER SUMMARY
A dedicated professional with 28+ years of manufacturing experience 20 of
those in the quality field. Successfully lead the development and
implementation of ISO 9002, ISO 9001, QS9000 and TS 16949 compliant quality
management systems. Knowledge and hands on experience in operations
management, lean manufacturing, production control, scheduling, progressive
and transfer metal stamping, tool & die design & build, Sheet metal
fabrication, welding, painting, SPC, CMM, project management, customer
service and safety.
EMPLOYMENT HISTORY
Lakepark Industries a Midway Products Co,
Quality Manager July 2010 - Present
. Operations Team Management position responsible for establishing,
communicating and implementing our company quality policy to support
business plans and objectives.
. Responsible for all QA/QC functions including Management
Representative for TS 16949 compliance, product inspection and
testing, APQP, warranty, production support and customer communication
supported by a staff of 5 associates.
. Responsible for supplier quality and development.
IB Tech a division of Imasen Electric Corp Inc. Manufacturer and tier 1 & 2
supplier of power and manual seat devices for Honda, Mitsubishi and Subaru.
Sr. Quality Manager March 2006 to July 2010
. Sr. Management position responsible for establishing, communicating
and implementing our company quality policy to support business plans
and objectives.
. Develop and manage departmental expenses for annual budgeting.
. Responsible for all QA/QC functions including Management
Representative for ISO 9001-2008 compliance, product inspection and
testing, APQP, warranty, production support and customer communication
supported by a staff of 20+ associates.
Accomplishments:
. Successfully developed and championed the re-certification of our
quality management system to ISO 9001-2000 within 5 months and the
upgrade an re-certification to ISO9001-2008.
. Stabilized the manpower turnover within the quality department
building a solid team that continues to improver customer
relationships, and regain their trust while working together to
improve in process and product quality.
. Established a solid communication channel with key quality
personnel within Imasen Japan and our sister plants in the
Philippines and Thailand.
. Part of the team that successfully reduced customer complaints by
56%, reduced cost of poor quality by 52%, reduced response time to
customer's complaints by 25% and returns by 21%.
STAHL a division of Scott Fetzer:
Director of Quality Assurance & Customer Service - October 2004 -March 2006
Quality Assurance and Safety Manager - Feb 2002 - October 2004
Quality Assurance Manager August 2000 - Feb 2002
Quality Engineer - May 2000 - August 2000
. Senior Staff level position responsible for short and long term
strategic planning and budgeting.
. Responsible for Customer Service, Quality Assurance and Safety with
one of the top three service body manufacturers with four locations in
three states. Responsibilities include:
o Development of product quality standards, policies, procedures,
work instructions and the corporate quality system development
and implementation at four manufacturing locations in three
states.
o Direct and oversee the warranty program that includes claim
review and approval, warranty policy development and training
for all product lines and distributors nationwide.
o Safety Manager responsibilities include written program
development and implementation in compliance with applicable
OSHA regulations, NFPA and ANSI standards. Formalized a
documented training program for all locations and also the
responsible safety team facilitator for all plants.
o Manage the Customer Service group across all four locations and
formalize all policies and procedures related to inside sales,
order entry, returns, service parts department and logistics
coordination.
Accomplishments
. Reduced warranty related costs by $350,000 and reduced rework costs by
50%.
. Reduced warranty claim turn time from 24 to 7 days improving customer
satisfaction.
. Introduced floor level work instructions and product quality standards
reducing defects throughout the process and standardizing product
quality across four different locations nationwide.
. Implemented a formal corrective action program improving the accuracy
of information flowing to the shop floor that resulted in a increase
of on time delivery from 40% to 95%
. Reduced accidents over 35% in two years with safety awareness,
training and coaching.
. Achieved 12 months of accident free performance in our Oklahoma
location that had averaged 25 per year over the past 5 years. Also
reduced RIR corporate wide to below industry standard rates for our
SIC code for past two years.
Cole Tool & Die Co.
1989 - 2000
Tool & Die Maker/Quality Manager / Operations Manager
Responsibilities included creation and implementation of an ISO 9002/QS
9000 quality system including shop floor work instructions, process flow
and problem solving. Operations experience included day-to-day operations
of the plant of 125+ employees, monthly and individual product budgets.
Customer and vendor interaction to maintain quality, on time delivery and
joint problem solving efforts. Shop floor involvement with daily production
inspection that included SPC, ISIR and PPAP. Customer base included tier 1
and 2 automotive, appliance and heavy truck.
Accomplishments
. Implemented ISO 9002 Quality System in 1995 and maintained third
party certification for over five years
. Successfully upgraded the quality system to meet ISO 9001 and
QS9000 standards in 2000.
. Also modified the quality system to comply with the Valeo V9000
quality standards.
. Achieved preferred supplier status by Chryslers Perrysburg Ohio
assembly plant
Star Die Cast Inc.
1988 - 89
Tool & Die Maker
Built and repaired trim dies for die cast operations. Also built and
repaired die cast molds. Designed and built machining jigs and fixtures.
Hartman Electrical Products
1981 - 88
Tool Room Machinist/Lead man
Began as early placement from vocational machine trades. Promoted to
department lead man in 1987. Responsible for job assignments and workflow
for the area. Designed and built machining jigs and fixtures.
Other Professional Skills and Abilities
Proficient in Microsoft Word, Excel, PowerPoint, and Project. Internal
auditing, lean manufacturing, production scheduling and CMM set up and
operation.
Education
1981 Graduate Mansfield Senior High - Vocational Machine Trades
Certified internal quality auditor for ISO9000and TS16949 Quality Systems
Multiple seminars and training in supervisory and management skills.
References available upon request.
Contact this candidate