Customer Service Manager

OTTO NEGRON RIVAS

Indianapolis, IN United States

812-***-**** - ***********@*****.***

Summary:

Process oriented Engineering professional with experience in Product Development, Production Management, Lean

Manufacturing, Operations planning/execution, Six Sigma, coaching & training, target setting and Service

Engineering, a strong Leadership background, and excellent written/oral communications skills.

A highly motivated manager and effective communicator with fluency in 3 languages.

Selected Achievements & Results:

• Organized, coordinated and Launched Ford Customer Service Recall Program simultaneously in three

Latin American countries.

• Conducted successfully Engineering Design Verification and Production validation for introduction of at

least 15 new products at Ford’s South American markets

• Participated in Engineering development from concept design to production launch for Ford EcoSport

1.6L/ 2.0L and 2.0L 4x4 and Ford Fiesta Hatch & Sedan 1.0L, 1.6L 2004 model yr working as Vehicle

Integration coordinator. Contributing to the successful introduction of two (02) completely new vehicle

line products at Ford South American Operations.

• As Production Superintendent contributed to the complete transformation of Valencia Plant Trucks

Assembly lines including:

o Installation/relocation of assembly machinery and redefinition of assembly processes and

required tools

o Re organization of assembly work stations and assigned personnel

o Led Production Ramp up and 5 successive production increments achieving 83,3% improvement

and increased Quality metrics by 35%

o Led new Chassis Assembly line start up and production, in order to increase line capability for

the assembly of 17 Ton Commercial Trucks.

• Successfully organized and re activated Application Engineering Department and Pilot Installation Center

at Cummins Brazil, receiving an award from CTO for Functional Excellence achievement.

o Led Engineering validation activities for more than 31 new application projects for major

automotive OEMs in Latin America.

• Successfully reorganized, trained and created processes for the Applied Electronic Controls and Vehicle

Integration team at Cummins Brazil, receiving recognition from Corporate Electronics Functional

Excellence Leader. Successfully developed along with corporate electronics group the first On Board

Diagnostics (OBD) compliant Diesel engines in the Latin American region.

• Successfully led, developed and delivered combustion & emissions Euro V compliant calibrations for all

new Cummins engine platforms being launched in South American market, and managed to be the first

Engine manufacturer in the region to certify these new ratings with government environmental agencies.

• Increased Cummins Brazil Engineering Technical Center productivity by 20% implementing several

organizational, production control and maintenance planning changes. This achievement has made

Cummins Brazil Technical Center the # 1 Corporate center in Productivity worldwide.

o By increasing Technical Center productivity achieved a cost avoidance of aprox. 1M USD

savings.

o Successfully managed a Capital Investment and operations budget of 7M+ USD increasing

technological capabilities of the Technical Center, achieving compliance with European Union

most stringent Emissions requirements.

• As Engineering Technical Center Manager led an innovation project in order to increase

conversion efficiency of selective catalytic reduction systems used for engine emissions control

resulting in a new patent request for Cummins Inc.

• Successfully led a cost optimization study on a new product development program resulting in

cost avoidance of approx. 4.6M USD.

Summary of Qualifications:

Production Management & Manufacturing:

Expertise on planning and supervision of production operations and Launch Quality Operating System (LQOS).

Knowledgeable in Production Processes and methods including Lean Manufacturing tools (5s, Kaizen,VSM, ISPC,

QPS), Assembly Line capabilities administration (methods, tools & facilities, machinery, manpower, synchronized

material flow, scheduled production mix & sequence) and operations best practices. Experience in the implementation

and monitoring of safety rules and health procedures, problem solving, cost reduction and process delay prevention.

Six Sigma Black Belt trained.

Customer Requirements & Product Development:

Experienced Product Development Manager. Knowledgable on the execution of

Customer Immersion clinics and Benchmarking objective data gathering. Expertise

conducting subjective evaluations to support design target process. Develops and

manages project scope and deliverables in accordance with customer requirements.

Analysis of Customer Satisfaction reports and definition of design objectives for new

programs. Experienced in the conduction of technical presentations and cross functional

design reviews, Expertise in Design Verification & Product validation procedures.

Experienced in Combustion / Electronic Control calibrations development process and

in the application / validation of Diesel/ Gasoline engines in Commercial Trucks and

Passenger Vehicles.

Quality & Customer Service:

A highly motivated Quality & Customer Service oriented professional. Routinely work closely with customers to

ensure complete understanding of their wants and needs. Knowledgeable in Customer Satisfaction Analysis tools and

market research, Quality Operating Systems, Time & Data Management, Variability reduction, Process Control

Methods, Torque Assurance & Significant Characteristics Audits. ISO 9000, ISO 14000, Successfully organized,

planned and launched Customer Service Vehicle Recall Program simultaneously in 3 countries ensuring Customer

Satisfaction at important Latin American markets.

Personnel Supervision:

Extensive expertise in Team building using one to one coaching as an effective tool for individual development and

morale boost, foundation for a solid and cohesive team. Skillful at fostering atmosphere that encourages collective

achievements and team identification with Department and Company objectives. Extensively trained in psychology,

leadership and oratory with higher education certificate as instructor. Excellent written/oral communication skills in 3

languages. Successfully supervised personnel from small highly specialized technical teams to middle and high

volume teams (up to 200 people) on the execution of operations in several organizations and environments.

Experienced working on unionized environments. International Experience as proof positive of personal flexibility and

adaptability in being able to work with people of different cultural backgrounds.

Additional Skills:

Six Sigma Green Belt Certified and Black Belt Trained

Ford Motor Company Lean Learning Academy graduate (Hermosillo Plant, Mexico)

Knowledgeable in ISO9000/TS16949/ISO14000 standards, continuous improvement, FMEA, PPAP, Control Plans,

DOE, SPC

Fully fluent in 3 languages: English, Spanish & Portuguese.

Qualified on 8D problem solving, Accident Investigations, Environmental Legislation, Process Control Methods,

Systems Engineering, Reliability, Design Verification & Product Validation, Value Stream Mapping, Combustion

Performance.

Strong computer skills on Windows, Excel, Project, Power Point, MS Office.

Education:

B.S. in Mechanical Engineering University of South Carolina, USA 1996

B.S. in Military Sciences Military Academy of Venezuela, VZ 1986

Experience:

Global Engineering & Cost Leader Cummins Inc. CES, USA (2012-Present)

Technical Development Center Manager Cummins Latin America, Brazil (2008-2012)

Application Engineering Manager Cummins Latin America, Brazil (2007 – 2008)

Trucks Production Superintendent Ford Motor Company, Venezuela (2004 – 2007)

Senior Product Development Engineer Ford Motor Company, Brazil (2000 – 2004)

Test & Development Supervisor Ford Motor Company, Venezuela (1999 – 2000)

Customer Service Recall Coordinator Ford Motor Company, Venezuela (1998 – 1999)

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