Customer Service Engineer

Jacques J. Blondeau

**** ** ***** ****** . ***** Springs, FL 33076 . ******@***.***

(954) 552- 0846

Accomplished Bilingual Executive with US and International experience in

general management & continuous improvement, engineering, quality control &

deployment, integrated product development, Lean MRO, corporate strategic

planning, customer service, business implementation and contract

negotiations.

Grew profits from $4 million to $7.5 million in first 5 years.

Drove revenue from $13 million to $85 million and expanded capacity via

24x7 operation.

Increased ROI from 45% to 70% for service center network.

Strengthened market share from 10% to 40% within 3 years.

Created a strong North American Customer Support & Service organization

within first 2 years.

Expanded Operational and Business Support capabilities worldwide within 18

months.

Business Strategist with a track record of improving organizational

effectiveness, cutting costs and boosting profits.

. Established new MRO businesses in South America and within EMEA regions

in last 2 years.

. Streamlined new product development from 24 to 12 months; reduced

redesign and engineering pre-certification changes. Optimized aircraft

heavy maintenance inspection process to improve dispatchability

. Generated 50% reduction in manufacturing defect rate by leading one of

company's 1st kaizen initiatives.

. Spearheaded Six Sigma deployment; trained 10 Green Belts who executed

20 projects in 18 months, saving $1+ million. Integrating Lean

Enterprise Principles with all company owned Service Centers driving

20% productivity gains within first 12 months.

. Launched Continuous Improvement Cells (worldwide) to deploy process

changes to ensure meeting company guidance plan, goals and protect

brand and corporate values.

. Implemented voice of customer, market feedback in new product design

and multilevel safety program.

. Driving changes through Innovation and Result-Based Leadership actions

across multicultural business regions.

. Successfully managed Total Quality Management execution resulting in

becoming ISO 9001:2000 certified

Customer-focused Leader adept at strengthening competitive position and

forging long-term relationships.

. Obtained Company FAA AMT Diamond Award for Dassault Falcon Jet (2007),

Embraer (2008 thru 2013)

. Increased customer satisfaction 100%, improving survey rating from 4 to

6.5 on a 7-point scale, (NPS tracking). Actively involved in NBAA

Technical Committees and GAMA AMP Committee.

. Achieved 200% improvement in response times for all customer field

issues.

. Implemented Six Sigma and Lean Transformation philosophy and tools

within all service center teams.

. Enhanced end user/engineering team communication and cut problem

resolution time from 6 to <3 months.

. Voted #3 on Professional Pilot (2012) / #2 on Aviation International

News (2013) product support surveys.

. Directed implementation of Safety Management System within all Embraer

Owned Service Centers in 2013

Master's in Engineering Management, Sherbrooke University, Sherbrooke,

Canada, 2001

Bachelor's in Mechanical Engineering (Aeronautics), Laval University,

Sainte-Foy, Quebec, Canada, 1983

Management Development Program, Pratt & Whitney, 1996-2000

. Advanced Engineering Studies, Purdue University, 1988

P3E Cell Champion & MRO Leader, 2012 . GAMA Airworthiness / Management

Procedures Committee, 2011-2013

Textron Six Sigma Certified Green Belt, 2005 . Developing Leadership

Excellence, 2004 .

P&WC Kaizen Team Leader, 2000 . Q+, TQM, ISO 9001 Team Deployment Leader

1999 .

NBAA Technical Committees 1995-1999

Quebec Professional Engineer - Ordre des Ing nieurs du Qu bec (#38087) .

President, South Shore Branch, 1998

Professional Experience

Embraer Aircraft Holdings, Fort Lauderdale, FL 2008 to present

Vice-President, Embraer Executive Jet - Maintenance Services, Worlwide ('12-

'13)

Director, Embraer Executive Jet - MRO Centers, North America ('08-'12)

. Defines all operational and airworthiness quality compliance

requirements and goals for Embraer Owned Service Centers and Authorized

Service Centers. Drive Global Embraer MRO Support Strategies.

. Directs decisions and strategies to build new customer service centers

and/or joint ventures - partnerships based on the strategic business

plan and competitive footprint worldwide.

. Coordinates the introduction of Standard Operating Procedures across

the complete service center networks to ensure quality control, safety

and Aviation regulatory compliances.

. Provides support and leadership to successfully manage all Lean

Transformation and Continuous Improvement Initiatives across all

service centers.

. Ensures the sharing of all Best Practices and Lessons Learned through a

series of communication tools allowing the flowdown of knowledge across

all staff.

. Drives optimum productivity gains within all MRO functions through

Process Mapping & Key Indicators

. Participates in all Senior Leadership Team meetings and provides

guidance and recommendations regarding Customer Support and Services

strategies and progress within multi-year organic growth business

plans.

. Deployment of global strategies and implement P3E Continuous

Improvement Initiatives to drive positive ROI and customer satisfaction

across all Customer Support & Services Business Units Worldwide

. Represents the company in North America on all Business Aircraft MRO

matters to the customers, authorities and public

Dassault Aircraft Services, New Castle, DE 2007 to 2008

General Manager / VP, Dassault Falcon Jet - Wilmington Corp., New Castle,

DE

. Implemented $75 million aircraft maintenance/service business unit

delivering all customer services.

. Deployed new organization to support FBO, MRO, Completions, Paint,

Interior Modifications, SRC needs.

Cessna Aircraft Company, Wichita, KS 2001 to 2007

General Manager, Citation Service Center, Greensboro, NC

. Directed $28 million aircraft maintenance/service business unit

delivering 27% profit margin.

. Created a network suitable series of Standard Operating Procedures

eliminating 98% of Quality Escapes.

. Reduced aircraft downtime 30% by creating 24x7x365 operation with 120

experienced/trained professionals.

Pratt & Whitney Canada, Longueuil, Canada 1983 to 2001

Manager, Business Aircraft / Military Engines Customer Solutions ('98-'01)

. Ensured prompt resolution of all engine problems, increasing customer

satisfaction and lowering service costs.

. Drove Quality Deployment Process and implemented Procedures across all

engine families.

. Created innovative contract compliance methodology for European, Middle

East and Asian OEM markets.

Manager, Turbofan Technical Support ('96-'98)

. Provided single contact point for customers worldwide; solidified

relationships and impacted OEM equipment selection.

Supervisor, Project Management, New Product Development ('94-'96)

. Implemented new integrated product development process, enabling

concurrent design of all engine subassemblies.

EAGLE - High Potential Management Development Program ('92-'94)

. Selected for high-profile executive development program. Led strategic

business, manufacturing and quality projects.

Senior Engineer, Technical Support, Engine Components / Design Engineer,

Accessories & Line Replaceable Units, Turboprops & Turboshaft Engines /

Aerodynamic Engineer, Combustion & Fuel Management ('83-'92)

. Implemented new methodology to negotiate, review and launch supplier

contracts aligned with business requirements.

. Oversaw design/development of new engine systems and controls

supporting $200+ million corporate investment.

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