Customer Service Engineer
Resume:
R. Dale Griggs
Middletown, IN 47356
*.****.******@*****.***
Highlights of Qualifications
Excel in managing relationships with customers, clients and employees
Excellent team player with the ability to work with all levels of management
Ability to work as a liaison between the customer and engineering team
Trained engineer in quality methods and procedures
20 years of experience in product reliability testing
Over 5 years of experience in management and supervision
Loyal, goal oriented, organized and detailed
Professional Experience
Senior Technical Recruiter, Strategic Technical Solutions May 2015-Present
Research, identify and qualify candidates for client’s open job positions. Source candidates through database mining, Internet searches, direct sourcing and internal referrals. Analyze new recruiting technologies, sourcing tools and interviewing process to improve success rates. Oversee applicant tracking processes and requirements in order to remain compliant with federal regulations. Work with hiring managers and staff members to coordinate starting dates and orientation.
Remy Inc. 2008-April 2015
Inside Sales Analyst/Manager
Account manager for several OE suppliers meeting face to face to build key relationships for sales growth. Manage and prioritize day to day sales activities of the global heavy duty and hybrid sales team to assist in obtaining yearend company revenue goals. Solely responsible for the creation and reporting of monthly sales reports to upper management that contain key sales and accounts receivable data. Assist Management with streamlining and education of the global regions for all of the Remy business processes. Interact with business planning team, accounts receivable and Remy customer service to provide global sales team and external Remy customers with all necessary technical sales documentation. Prepare and present new business opportunities, price review and sales release materials to Remy business review board. Over the last year supported heavy duty sales with brushed, brushless alternators and starter motors with combined sales of $12M. VDA 6.3 training certification and PMI project management training.
Senior Application Engineer
Operate as the Remy single point technical contact for assigned customer projects. Worked closely with customer engineering to evaluate and fully understand the electric motor impact on system level architecture alternatives and the various electromechanical system components. Ensured customer requirements were met for technical information and sample requirements. Provided complete application detail to hybrid sales account managers in preparation of price review and new business opportunity meetings. Worked internally with advanced engineering to provide internal permanent magnet motor performance data to customers and clearly define customer system requirements using Remy HMAP and VDSA engineering tools. These tools ensure the customer purchased the proper components for their application and increased on time vehicle launch. Support for OEM and hybrid start-ups in obtaining approximately $950K of product sales, $1.3M in contracts and a potential of $24M with these customers over a five year period.
Hybrid and Alternator Test Supervisor
Plan and coordinate 24/7 three shift engineering test activities for hybrid and alternator product lines. Provide test expertise and test analysis data to internal and external customers. Frequently facilitate customer and supplier tours of the product launch center and test facility building. Work closely with validation and product engineers to fully validate products in an efficient manner. Lead a team of ten technicians through its daily activities to fully support engineering and its customers. Prepared performance reviews, training and development plans to present to leadership. Improved test throughput by increased equipment uptime from 50 to above 80 percent in one year. Participated cross functionally to supported customer service initiatives, product failure analysis and competitive benchmarking of new designs and customer returns. Compiled production line downtime analysis and resolution data reports, reduced laboratory material costs, investigate alternate manufacturing processes and researched alternate spare parts suppliers.
Security and Safety Test Engineer, Ingersoll Rand 2005-2008
Lead mechanical and electronic locking systems validation and compliance testing of five major products increasing time to market with cost savings of $25K per project, implemented improvements to laboratory flow and pathway to excellence, wrote preventative maintenance procedures and standardized work instructions, worked with external IT personnel to create a test plan configuration program to streamline the process, instructed customer service and engineering around problem solving activities.
Engineering Laboratory and Validation Supervisor, EnerDel 2004-2005
Lithium Battery laboratory supervision of test engineering and validation activities, real-time data acquisition and reporting to research and developmental engineering, two thousand cells and fifty pack testing capabilities. Provided six sigma support to resident black belt engineer for process improvement and cost savings initiatives.
Delphi Automotive Systems
Process Tool Engineer 1993-2004
Manufacturing facility electrical and mechanical production process support, worked closely with suppliers to meet critical customer delivery timing, performed ignition coil winding process validations, actively participate in product design reviews, provided technical support to product launch center and sample build projects, actively involved with lean manufacturing initiatives, warranty, problem ID and resolution with the customer. Plant sales of $250M annually, experience in North America and Mexico facilities.
Product Laboratory Engineer
Ignition Systems test laboratory, product analysis, x-ray analysis, validation, training responsibilities, and purchase/expedite incoming materials. Team leader for laboratory lean activities and customer service initiatives, PFMEA’s, support Delphi Business System, TS-16949 and ISO9000:2001.
Senior Engineering Technician
Column electrical switch laboratory, robotic programming and switch testing, involved heavily in switch manufacturing and testing relocation to Mexico facility.
Electronic Technician, Uniden America Corporation 1992 - 1993
Two-way radio warranty service center, surface mount repair customer and factory returns in many types of RF units
Line Technician, Indiana Precision Technology 1991 - 1992
Production line technical support and machine operation fuel injector assembly
Electronic Technician, Ag-Express 1990 - 1991
Agricultural electronics warranty service center, troubleshooting and repair bread board and surface mount customer and factory returns
Electronic Technician, Motorola 1989 – 1990
Pager warranty service center, troubleshooting and repair surface mount customer and factory returns
Education
Bachelor of Science degree in Business Administration 3.9 GPA
Indiana Wesleyan University - Indianapolis 2001 - 2004
Associates degree in Electronic Engineering Technology
ITT Technical – Indianapolis 1987 – 1989
Training
Six Sigma Green Belt, Lean, Change Management Process, Competitive Analysis, Measurement System Analysis, Failure and X-ray Analysis, Microsoft Office Products including PM Alliance Projects, PPAP, APQP, PFMEA, SPC, ISO/TS 16949:2009 and VDA 6.3 Process Auditor in the Supply Chain.
Volunteer Activities
MDA Killbuck Golf Classic Official Scorer four years, State Championship Varsity Basketball Assistant Coach for Twenty Years, Youth Soccer Coach for four years, Church Board Member Middletown Nazarene Church 6 years.
Interests
Coaching youth competitive athletic events, road and mountain biking and digital video creations.
References Available Upon Request
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