Customer Service Manager

MICHAEL J. PYATT

**** **** ** ********, ** ****2

615-***-**** Home

714-***-**** Mobile

CAREER SUMMARY

Proven results oriented professional with over 20 years of experience and a diverse manufacturing background in the aerospace and advanced technology industries, including over 12 years of production management experience. Extensive practical application of problem solving techniques and development of quality improvement processes.

PROFESSIONAL SKILLS

Outstanding communication and team building skills.

Superior problem solving skills utilizing team based and other process based methods.

Ability to read and interpret drawings and specifications.

Exceptional planning abilities for both deadline driven and long range projects as well as conceptual start up projects.

Strategic analytical skills to determine business strengths and weakness relative to customer and market requirements.

Computer skills include MS Project, Visio Standard, AS400/Access, MS Office, and Power Point.

ISO 9000 Auditor

PROFESSIONAL EXPERIENCE

SMC Corporation of America,

Tustin, California

MANAGER, Pneumatic Actuator Production

Guided production teams comprised of machine operators covering 42 machine centers and an assembly team covering 5 product assembly lines. Trained supervisors in 5s and Lean Manufacturing, Six Sigma, Kaizen processes.

Responsible for the development and implementation of a Team based, Customer Service focused work environment.

Direct Customer Relations point of contact for all issues concerning cylinder production, including QA and new special/prototype development.

Responsible for establishing $7M budgeting plans for 7 work centers.

GULFSTREAM AEROSPACE

Long Beach, California

MANAGER Aircraft Completions Team III

Guided team of 5 supervisors and 40 employees toward accomplishment of company goals and customer expectations of quality.

Responsible for the overall budgets and schedules of concurrently running projects.

Directed the team in process improvement techniques that resulted in a 72 percent productivity improvement.

Set standard for cost reduction goals with each completed project. Reducing cost by an average of 2000 man-hours per project.

Trained supervisors in development of schedule and budget programs to meet project goals.

Facilitated problem solving teams consisting of procurement, production and engineering personnel.

Worked with planning group to establish documents to aid in project sequencing and timely parts procurement.

Established team safety and housekeeping procedures as a selected member of facility layout and damage prevention team.

THE BOEING COMPANY/MCDONNELL DOUGLAS

Long Beach, California

Group Leader Final Test and Functions, Integrated Flight Control Teams,

Major Sub-assembly Depts.

Facilitated Continuous Process Improvement meetings for several departments over 10 years. Coached these teams in the use of problem solving tools, Statistical Process Control and root- cause analysis techniques in order to improve quality, decrease cycle times and reduce costs.

Consistently recognized for outstanding job performance and teamwork.

Production representative on team responsible for transfer of major work center from an out of state facility. Responsible for the setup of this work center, selection of the operating team and obtaining Federal Aviation Administration approval of product. Recognized for outstanding performance.

Reduced cost from 4900 production hours per unit at start-up, to below 1800 production hours per unit at program end for a 63% cost improvement.

Reorganized team responsible for rigging of aircraft flight controls. Reduced the completion span time for the operation by 8 days and reduced team head count by 56 percent.

Coached team responsible for final testing of aircraft flight controls. Improved productivity of this team through training and clarification of manuals and production documents. Net span reduction of 5 days per aircraft achieved.

Interfaced with Integrated Product Team groups consisting of quality assurance, design and aerodynamic engineering, tooling, production planning, material supply and external customers.

MILITARY EXPERIENCE

UNITED STATES MARINE CORPS

Attained noncommissioned officer rank of Corporal.

Meritoriously promoted through two ranks.

Responsible for leading crew assigned to airframe maintenance for 22 rotor wing aircraft.

Responsible for airworthiness as Collateral Duty Inspector.

Trained and responsible for Non-destructive testing of A/C components.

Corporate Education and Training

McDonnell Douglas and Boeing Management training consisting of over 500 hours in human resources, communications, safety, problem solving, diversity, self-directed work team guidance, and ethical decision-making.

Process Based Management

Lean Manufacturing 5S

Managing Performance through Continuous Improvement

UCLA Extension, "Quality Improvement Program, Quality Tools SPC"

Blanchard Training, "TeamWorking(tm) A Leader's Guide for Building a High Performing Team"

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