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Manager Customer Service

Location:
Richmond, VA
Posted:
June 22, 2018

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Resume:

Stan Teaters

**** ******* ***** • Glen Allen, VA 23060

804-***-**** • ac5zc0@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Over 25 years of direct or indirect experience with all Manufacturing, Engineering and Operations functions. Strong use of logic and analytical skills to successfully manage people, processes and products in a wide variety of cross-functional areas. Key accomplishments include:

Manager of racing team with world record setting car.

Responsible for the development of AccuVision product line resulting in sales of more than $25M.

Cost reduction of 23% on material, labor and overhead for extended warranties for 2009 to 2011.

20% average yearly growth for Aftermarket product lines from 2005 to 2009.

Certified, experienced team leader for 6S, Kaizen, Visual Management, Kanban, POUS and other Lean processes.

MANUFACTURING ROLES INCLUDE:

Manufacturing Manager Electronics Repair Manager Program Manager

Product Manager R & D Manager Engineering Manager

Quality Manager Project Manager Manufacturing Engineer

Technical Support Manager Customer Service Manager Warehouse Manager

Electronics Assembly and Test Manager

EXPERIENCE:

S & L Enterprises 2012 to Present

Ford Performance Automotive Products, Services, and Sales

Budget / financial strategy and inventory forecasting

Semi-Annual strategic planning with Tiered national sponsors

Race team collaboration / planning

Leading-edge product development

Technical support for end-users

QubicaAMF, Mechanicsville, VA 1995 –2012

Manufacturing & Repair Senior Manager (2010 –2012)

Implemented total revamp of Manufacturing/Repair facilities and processes.

Performed extensive Lab facilities renovation, BOM reviews, new process flow and layout, and updated test equipment.

Implemented 6S, Kaizen, POUS, Kanban, visual management, process correction and control, established KPI’s.

Developed test procedures, repair procedures and product installation instructions.

Extensive use of management systems such as JDE, GAINs, Symix, Applix and CRM.

Administered all electronic and electro-mechanical Trade-in programs.

Qualified vendors and negotiated costs /contacts for outside product repairs.

Managed staff of electronic technicians and supervisors.

Program/Product Manager (2005 – 2010)

Originated and developed AccuVision LCD conversion – from concept, to market and beyond.

25,000 units were sold for approximately $25M total revenue.

Performed tasks such as worldwide sales training, test installations, established margins, inventory levels, and positive customer relations.

Traveled to China, Korea, Malaysia, Japan, UK, Netherlands for product development and sales.

Managed Engineering / Technical Support:

Managed 33 employees for Product Design Development, Sales & Marketing support, vendor interface.

Budgeted all expenses for direct/indirect labor, equipment and direct materials for areas of responsibility.

Focused on First Call Resolution (FCR) and customer experience.

Stan Teaters – Page 2

Established electronic customer self-help parts identification and resources.

Administered Extended Warranty programs with $1.7M in annual revenue and very high profit margins.

Directed Repair and Exchange product line with $2.8M annual revenue and high profit margins.

Had responsibility for 120,000 lanes of electronics around the world.

Held accountability for material stocking levels for both new and used electro-mechanical parts inventory.

Engineering/Technical & Customer Support Manager (2001 – 2005)

Directed 23 technical, engineering and support staff:

Developed various computer and electronic products for aftermarket customers to increase product line offering by 20%.

Focused team efforts on test procedures, product installations, First Article units, Alpha & Beta testing, scrap reduction, and lower warranty costs.

Held responsibility for sales, costs and quality of Aftermarket electronic & electro-mechanical parts and assemblies.

Supported discounted customer loyalty programs.

Focused on achieving fill rates of > 98%.

Spent two months in Europe consolidating seven European country offices to one Netherland warehouse and shipping facility.

Moderated the AMF Technical /Quality Forums and generated monthly newsletter “Tech Tips”.

Traveled and worked with International Military centers in Japan.

Participated in the acquisition and relocation of Qubica materials in North America and Canada.

Managed all Customer Service Representatives:

Operated call center at 95% live answer rate and 30% out bound call goal.

Developed KPIs and associated metrics.

Implemented weekly training sessions.

Manufacturing Supervisor (1995 – 2000)

Directly managed 30 salaried and hourly workers in the assembly, test and repair of electronic hardware.

Implemented and launched first bar-code data collection system.

Implemented 5S, Kanban, POUS, visual management, Pull System, and other Lean Manufacturing processes.

Set up on-site Lean manufacturing training for key employees.

NWL Aerospace, Dublin, GA 1992 - 1994

Plant Manufacturing Manager

Managed 25+ Electronics and Electromechanical Department employees.

Raytheon Missile Systems, Bristol, TN 1988 - 1991

General Foreman

Supervised several Foremen, Lead personnel and over 100 operators in nine electronic and electro-mechanical work centers.

Brunswick Defense, Marion, VA 1985 - 1988

Program Engineering Manager

Supervised five Project Engineers and Program Specialists.

EDUCATION:

East Tennessee State University, Johnson City, TN

B.S., Manufacturing Engineering 1985

Ranked 1st in graduating class - 4.0/4.0 in all course work

Lean Certification from GENEDGE Alliance

Practical Product Management Certification from Pragmatic Marketing

AFFILIATIONS: SME, SAMPE, Epsilon Pi Tau, Phi Kappa Phi,, metrics, vision, example, passion, vision, drive improvement, lead by example, implementation, dramatic improvement, on time delivery, scrap reduction, strong problem solving, communication, organizational, negotiation skills, strong financial literacy, lean manufacturing, continuous improvement, gate reviews, materials management, tooling, contracts, cost estimating, capacity analysis, statistical process controls, shopload requirements, continuous flow manufacturing, cost estimating, proposal preparation, operations, maintenance, strong financial, forecasting, budget planning, TPM, coach, counsel, mentor team members, interpersonal skills, cost control, Microsoft applications, short, mid and long range planning, plant floor, quoting, multi-task



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