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Customer Service Lean Manufacturing

Cedar Park, Texas, United States
January 17, 2018

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Randall Duncan


Senior Director of Operations

An expert in operations and manufacturing management, offering 15+ years’ experience leading cross functional personnel, including senior leadership roles in engineering, manufacturing, site quality, procurement, and customer service functions. Excels in international environments, providing astute leadership that meets the goals of corporate and local business. A seasoned change agent with proven experience in “turn-around” of struggling domestic and international factories, utilizing lean manufacturing principles. Implements personnel training and development as needed.

Areas of Expertise

General Management – Mentoring and Development – Coaching for improvement – Team Building and Management

New Product Introduction -- Manufacturing – Operations – Lean Manufacturing – Customer Service

Executive Communications – Presentations -- Continuous Improvement – Strategic Planning

Quality Assurance – Plant Management --Project Management – TQM – Training & Development – International Business – Labor relations – Customer Facing Communications – Microsoft Excel, Word, Power Point, and Project

Select Career Highlights

Led and successfully accomplished the turnaround and stabilization of Flextronics' Zhuhai, China facility during an international assignment. Achieved by providing a consistent vision and introducing lean manufacturing principles and kaizen projects. Acted as the General Manager of a factory consisting of more than 5,000 employees, generating annual revenue in excess of $2B.

Successfully implemented training programs, practices, and policies that resulted in the resolution of serious execution and customer satisfaction issues with new product launches at Flextronics' Penang, Malaysia facility. Applied lean principles and completed kaizen projects to enhance on time delivery and quality. Built a worldwide network of NPI and production experts in China, Malaysia, and the USA.

World Wide procurement manager responsible for management of component suppliers and contract manufacturers. Negotiated worldwide sourcing contracts, implemented supplier report cards, conducted quarterly supplier audits, ensured frequent supplier visits, developed and implemented supplier KOI metrics, provided frequent executive updates.

Owned full P&L accountability for NPI launches from Austin, TX to facilities around the globe; drove profit margin from 8% to 12 % by reducing costs and rightsizing the workforce, as well as disengaging with customers that were not profitable.

Experienced IBM customer service/ field engineer, on customer premises repairs, call prioritization based on criticality, actively managed customer satisfaction.

Led multiple lean manufacturing and kaizen events in both US and international factories. Drove the implementation of kaizen initiatives that lowered costs by $200K per year.

Chaired the IBM management selection and development committee for IBM Austin’s ECAT facility. Over a span of 5 years, added numerous new managers to the leadership team while ensuring excellent mentoring, training, and development of all managers.

Reengineered factory floor at the IBM Austin ECAT facility for improved flow, zero-defect methodology, increased output, and improved profitability. Received IBM President’s Award as a result.

Professional Overview

Presently, having received a generous severance buy-out from Flextronics, I engage in targeted consulting for local businesses, volunteer activities, and provide counseling assistance.

Flextronics / Solectron – Austin, TX 1999-2016

Sr. Director, Engineering & Operations (2014-2016)

Director, Engineering & Operations (2011-2014)

Advanced improvement of engineering and operations functions in facilities across the United States, China, Malaysia, and Mexico, enhancing processes and outcomes in all operational areas. Led teams in planning and rolling out new products while directing all aspects of subsequent manufacturing and engineering.

Led one significant lean manufacturing kaizen project each month by overseeing an inclusive process of involving all workers in critiquing current methods, identifying any shortcomings, and implementing solutions collectively in order to enhance the operation.

Drove customer satisfaction from 80% to 95% while serving as Director of Operations at company’s facility in Malaysia, which is totally devoted to Cisco Systems; met daily with Cisco onsite executives. Led the implementation of initiatives to correct issues with delays on the NPI launch schedules. Met with Cisco executive management weekly.

Stabilized and increased profit margin from 3% to 4.5% at the company’s China facility, managing a 5,000-member workforce that generated revenues in excess of $2B per year.

Oversaw emerging business at the Austin facility, driving several customer accounts into production such as Brocade, Alcatel-Lucent, Isilon, Data Domain, Shoretel, and Sonus; added more than $350M in annual revenue to the Austin facility as a result.

Senior Manager, NPI Engineering & Operations (1999-2011)

Led 25 to 30 new product launches per year for clients such as Cisco, IBM, Alcatel Lucent, HP and Nortel.

Oversight of worldwide new product transfers to sites in China, Malaysia, Poland, Hungary, Mexico and the USA.

Facilitated closure of several Texas and New Jersey facilities, bringing all production and key personnel to the Austin location; added $250K in annual revenue to that facility as a result.

Prior professional experience includes multiple roles at IBM, advancing from Customer Engineering/Field Support to Site Quality Manager; earned IBM President’s Award and IBM Means Service Award. Formally trained in IBM’s leadership development facility in Armonk, New York, in both Manufacturing Management and Executive Management Schools

Education and Training

BS, Human Resources / Management (Graduated with Distinction) – Park University, Austin, TX

AS, Industrial Electronics – Cameron University, Lawton, OK

Lean Manufacturing Training – Toyota and Shingijutsu

First Line, Middle and Executive Management Training – IBM, Armonk, NY

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