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Field Service Manager

Orlando, Florida, United States
December 07, 2017

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Qualifications: Experienced and Results Oriented Manager with a broad background in Quality Management, Field Service Operations, Project Management, and Six Sigma/Lean Practices.

Education: University of Central Florida, Orlando FL

Masters in Business Administration

Finance and International Business Specialization

August 1997

Lehigh University, Bethlehem PA

Bachelor of Science Electrical Engineering

June 1988

Professional Experience:

Siemens Energy Inc., Orlando Florida August ‘90 - Present

Fellow Quality Engineer December 2015 - Present

Lead Supplier Qualification and Surveillance Audits of our Field Service Approved Suppliers.

Overall responsibility for administration of PS PG RNA Internal Audit Program.

Support Corrective Action/Preventative Action process by investigating root causes of nonconformances and driving long term corrective action.

Work with RNA Department Leads to develop Yearly Management Review for RNA. Present findings to PS PG RNA Head and staff.

Manager, Quality Management in Projects May ‘10 – Dec ‘15

Developed the Quality Management in Projects department for the Field Service Region North America division to address the Global PM@Siemens QMiP initiative.

Built department from an initial group of 2 Quality Engineers supporting one product line to a total of 5 Quality Engineers supporting three product lines.

Drive Quality Engineers involvement in the CAPA process from a reactive mode of entering known quality issues to a more proactive mode of looking for common areas of quality issues and working with Project Team Members to address these through corrective action and lessons learned.

Drive Risk Assessment Process for projects. Oversaw a Green Belt Project that is addressing utilization of Risk Assessments to address and reduce project non-conformances.

Responsible for development of Project Milestone Quality Gate Checklists.

Member of a Global Team to address common Quality Management and Project Management issues identified through Siemens Corporate Research Project Management Assessments.

Trained as a PACT (Project Acceleration through Coaching and Teamwork) Workshop Facilitator.

Manage Region North Americas (RNA) Internal Audit Program. Responsible for working with representatives from each department to ensure audits are conducted as scheduled and follow up on any audit findings.

Support RNA QM’s Vendor Surveillances by performing audits on key suppliers as determined by Corporate Supply Chain Management.

Manager, Process Improvement - Fossil Projects Department August ‘08 – June ‘10

Conduct Post Project reviews and incorporate best practices into field processes.

Responsible for monitoring field service actual costs vs. planned budgets.

Development of reports to highlight cost variances on projects.

Manage R&D funds for development of service tooling and initiate Capital Appropriation requests. Track costs through budgets reports and participate in the planning process for both R&D and Capital Appropriation funding.

Maintained status of PM@Siemens certified project managers and field engineers. Worked with Senior Management to address development plan for current and future Project Managers.

Manager, Major Mods and Upgrades Department January ‘07 - July ‘08

Implement corrective action as identified by Maturity in Project Management assessment to develop a world class Project Management organization.

Developed the department to support the Project Managers through addition of a team of Project Engineers.

Coordinate Post Project Lessons Learned Reviews through Greenbelt Project and creation of database to track lessons learned.

Responsible for department’s Processes and Procedures.

Represent Field Service as a member of the PM@Siemens USA Coordinator team.

Manager, Project Controlling Department May ‘05 - December ‘06

Responsible for Field Service Americas PM@Siemens reporting requirements regarding Earned Value.

Maintained status of PM@Siemens certified project managers and field engineers. Worked with Senior Management to assure project managers obtain and report ongoing PDU’s to maintain certification.

Work with I.T. and Business Process Engineer to develop a new SAP based Customer Service integrated system.

Responsible for overall coordination of Department Policies and Procedures manual as related to the new system.

Manager, Field Service Order Administration July ‘04 - April ‘05

Responsible for group of employees for order entry for District Office outage support.

Duties include compiling order entry data to assist Finance and Product Lines to prepare Sales and Margin forecasts.

Administer Order Entry system and work with I.T. for required support and system changes.

Manager, Administrative Services July ‘01 - June ‘04

Managed the Field Service America’s Product Warranty/Field Deficiency Nonconformance process. Duties include reviewing all incoming claims for necessary information and routing and obtaining necessary approvals based on established LOA guidelines. Assist in resolving commercial issues with Finance and Operations to determine financial responsibility of work. Prepare summary reports highlighting nonconformance costs.

Responsible for implementation of the Field Service SSC (Service Sub-Contract) Process. Work with vendors to assure all terms and conditions and insurance requirements are in place prior to vendor performing work at site. Work with District Offices so that SSC is in place prior to initiating any purchase orders to vendors.

Managed deployment of project administrators to field sites to work with Project Managers and Lead engineers to track all job related costs. Prepare weekly cost and billing reports to enable Project and Product Line Managers to effectively manager outage.

Act as an interface between the O4 Operations department and the Finance department to ensure that monthly sales and margin objectives are being met.

Oversee Field Service Operations and assist and train Order Correspondents in order entry, forecasting, invoicing and sales recognition of service orders.

Senior Engineer January ‘99 – June ‘01

Oversee Field Service Operations order entry system (OPS) to effectively manage and forecast sales and margin recognition.

Administration of Division's Financial Nonconformance System for Product Warranty, Field Deficiency, and Business Policy Concession Orders. Obtain necessary LOA approvals and resolve financial responsibility of claims. Conduct periodic review meetings to reconcile actual costs and prepare reports to management summarizing variances.

Assist and train Order Correspondents in order entry, forecasting, invoicing and sales recognition of service orders.

Prepare reports summarizing department's financial totals vs. objectives and supply product line management with information for forecasting future financial objectives. Interface between Hardware Major Service orders and Field Service maintenance contract orders to coordinate billing and sales milestones. Assist in reconciling cost on field service orders.

Sr. Assistant to District Service Manager January ‘95 - December ‘98

Provide project management support of Field Service work including order administration, project staffing, as well as providing technical and administrative support to Field Project Managers.

Coordinate customer billing and resolve invoice suspense issues with interactions between Finance, Accounting, Treasury, and Operations.

Assist in providing data to Marketing for use in financial forecasting.

Quality Assurance Engineer August ’90 - December ‘94

Responsibilities include the development and implementation of corrective action plans to correct deficiencies identified through field service work.

Development of database system to track and trend recurrences.

Interaction between customer representatives to resolve customer complaints and negative opinions.

Developed customer survey for ongoing feedback between customers and Westinghouse.

Maintained database to track and trend data for repeat customer comments.

Perform process audits to verify compliance with customer and/or internal Westinghouse requirements.

Assist in maintaining Division's ISO 9001 certification through internal department audits.

Westinghouse Electric Corporation

Electronic Systems Group, Baltimore Maryland

Test Engineer February ‘89 to July ‘90

Design, modification, and debugging of Digital Systems.

Responsible for the testing of existing designs in a laboratory environment.

Creation of Test Specifications.

Simulation, schematic entry, and board layout of new and existing digital designs using Computer Aided Engineering applications.


Six Sigma Greenbelt Certification

TapRoot Advanced Root Cause Analysis Team Leader

Apollo Root Cause

PM@Siemens Certification

Lean Practitioner Trained

ISO 9001, 14001 & OHSAS 18001 Trained Auditor

Quality Management in Projects (QMiP) Certification

Qualified PACT Workshop Facilitator

QMiP Certified Learning Campus Trainer

Special Skills:

Detailed knowledge of SAP financial application.

Microsoft Word and Excel applications.

Lotus Notes database development.

Siemens Energy Inc. Training:

Management Development I, Management Development II, Management Practices and Procedures, Kepner-Tregoe Problem Solving and Decision Making, Auditing, Positive Power & Influence, Win-Win Negotiations, Managing Change, Team Training, Critical Thinking, Communication Skills, Effective Writing, Presentation Skills, Improving Listening Skills, Diversity Awareness, Achieving Finance and Controlling Excellence (ACE).

Key University of Central Florida Courses (from MBA curriculum):

Quantitative Business Models, Statistical Methods for Business Decisions, Financial Analysis & Management, International Financial Management, Managerial Accounting Analysis, International Business Environment, Economic Analysis of the Firm, Seminars in International Economics, Marketing Concepts.

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