Customer Service Manager

Michael L. Richie

*** **** ******, **********, ** 46947

765-***-**** cell 574-***-**** alt

E-Mail: ********@***.***

PROFILE A detail oriented, good decision maker with 13 years of

increasing levels

STATEMENT of responsibilities to manage the entire assembly

operation for a Fortune 50 corporation. Multiple

continuous improvement successes utilizing Lean and Six

Sigma tools. I am a positive individual that has 6 years

in managing plant operations including engineering,

purchasing, maintenance, assembly, machining and planning

with implementing a change agent mindset. I am also a

highly motivated individual with multiple successes in

safety and changing a culture. I am a high level self-

starter that is passionate about quality and driving

improvements who can influence and get results from others.

EDUCATION: Bachelors of Science in Business Management, Indiana Wesleyan,

Marion, Indiana. Graduated with honors Aug 2007 (Magna Cum

Laude 3.75) Associates of Applied Science in Industrial

Maintenance with a Specialty in Tool-making, Ivy Tech - Kokomo,

Indiana (2004) - 3.8 GPA Journeymen's card, (Toolmaker-Tool and

Die) Completed with Chrysler in 2004, 4-year program.

WORK

EXPERIENCE:

Aug 2008 Section Manager

Present Caterpillar, Lafayette IN- Assembly, Machining

facility

* 10 direct reports with responsibility of all of Assembly of over 200

- 300 technicians with responsibilities of assembly and machining of

large engines

* Reduction of defects by 80% (Lean Principle-developed No Fault

Forward Program)

* Reduction of waste by 20% (Lean Principles)

* Reduction of over production by 30% (Lean Principles)

* Reduction of operator motion and installing time saving devices

lowered our technician injury rate by 50%

* Managed engineering department, facilities maintenance and quality

functions for the area

* Caterpillar is an on-time delivery facility

* Direct the Supply Chain functions of Scheduling, Procurement,

Warehousing (Plant) Forecasting and Transportation, so that the plant

consistently achieves its target customer service levels (98%

achievement)

* Determines overtime need, determines priorities when resources are

insufficient

* Produces product to meet quality standards while maintaining cost

and safety.

* Implement various corporate initiatives such as 5S, Lean

Manufacturing, 6 Sigma, Internal Certification, Continuous

Improvement, Kaizen events, etc.

* Monitor and improve safety on the shop floor; eliminate any unsafe

operations and ensure a safe and clean production environment.

* Evaluate, assess, and identify training needs of the workforce.

* Communication between multiple shifts, departments, managers and

technicians.

* Set focus, goals, and strategic vision for the department

* In charge of all training, scheduling, payroll, logistics, etc.

* Implement appropriate reviews (monthly, quarterly and annual) to

review both pillars and departments progress in their plans.

* Ensure that CI work is impacting both results and the culture change

towards the vision as corporate sets forth

* Set up mini celebrations of successes (passing steps, success case

studies, competition: Best OPL (One point lesson), best improvement

each month

* Develop a thorough understanding of the CI efficiency basics and

deliver increased efficiency results early in the CI implementation

(Stress small successes)

July - 2007 (Operations Manager/Assistant Plant Manager)

Aug - 2008 Protein Inc, Logansport, IN. 46947 - food processing

facility

* Reduction of defects by 20% (Lean Principle-implemented heat

detectors)

* Reduction of waste by 90%

* Reduction of over production by 10%

* Reduction of inventory by 30%

* Increased production by 50%

* Implement various initiatives such as 5S, TPM, Lean Manufacturing,

Internal Certification, Continuous Improvement, Kaizen events, etc.

* Direct the Supply Chain functions of Scheduling, Procurement,

Warehousing (Plant) Forecasting and Transportation, so that the plant

consistently achieves its target customer service levels (100%

achievement)

* Work as a communication liaison between the Plant site, Customer

Service, Corporate Headquarters in proactively communicating and/or

resolving issues related to scheduling and deployment

* Ensuring good EHS practices, establish long term business strategy,

develop annual budget to achieve profitability, total P&L

responsibility, developing new business,

* Managed 7 supervisors, 3 managers and would oversee 70 employees in

a 3 shift operation.

* Set focus, goals, and strategic vision for the plant

* In charge of all hiring, training, supervising plant level team,

outgoing product, facility, production scheduling, payroll, receiving,

etc.

* Monitor supply/demand and balance for each ingredient and where

necessary recommended changes to accommodate shortages and/or better

utilize available supplies. Continuously meet deadlines and manage

projects.

May - 1999 (Toolmaker / Continuous Improvement Leader)

July - 2007 Chrysler, Kokomo, IN. - assembly, machining facility

* Reduction of waste by 40% (Lean Principles-developed the stop

program)

* Reduction of over production by 30%

* Reduction of defects by 25%

* Reduction of inventory by 30%

* Increased processing by 30%OEE (Lean Principles-developed new tool

holder-TPM)

* Direct the Supply Chain functions of Scheduling, Procurement,

Forecasting and Transportation, so that the plant consistently

achieves its target customer service levels (100% achievement after

Lean Principles implemented)

* Lead improvement projects and/or activities each year that deliver

sustained run-rate savings

* CI Leader - Technical skills in implementing Lean Manufacturing (Six

Sigma, 5S, TPM, CI - 1200 technicians) - Large scale meetings

* Refine the CI program over time to align with company changing

business strategy and to sustain results.

* Ensure proper communication methods are utilized to create a shared

CI mindset across the organization and reinforce basic CI principles

highlight Key Performance Indicators KPIs versus goals share best

practices and celebrate individual/team successes.

* Coach Operations Leadership and hourly employees on the fundamentals

of CI and build problem solving capabilities throughout the Operations

organization.

* Was responsible for over 200 CNC machines

* Developing project plans and schedules for work activities involving

maintenance, supervision, Area Managers, Department Managers, Plant

Manager, etc.

* Headed up large scale meetings every week - Strong professional

presentation skills

* Design, build and put into operation work holding and time saving

devices.

* Analyze, justify, and present new concepts, ideas and processes

(Change agent)

* completion of a approved toolmaker apprenticeship

* machine tool knowledge and experience in troubleshooting CNC

machinery

* Technical skills in implementing Lean Manufacturing (Six

sigma, Kaizen, 5S, TPM)

* Implemented process solutions in the machine shop area

(Engineering process impro)

* Other duties included running and troubleshooting CNC

machines. 5Axis, 4Axis mills and lathes, EDM, Fadal, Grinders

* Ran other manual lathes, mills, grinders, etc.

* 8 years automotive with PLC, hydraulic, machining, and process

improve. experience

* Troubleshooting and repairing NC and CNC machines when they

were down or there was a quality issue, often produced the parts

myself to fix the machine.

* Good problem solving skills through the use of quality and

statistical tools

OTHER EXPERIENCES:

. 13 years of Continuous Improvement experience along with 6 years in

managing operations with lean principles.

. Experience implementing 5S, Six Sigma, TPM, Continuous Improvement,

Kaizen events

. Technical background with Tool and Die journeymen's card with

Bachelors and Associates Degrees

. Very comfortable with being a change agent. Have an ability to

implement change and to lead by influence

Contact this candidate