Customer Service Manager

Areas of Expertise

Hands on Management • Pro-active approach in all aspects of production systems / planning • Cost Control/Reduction Strategies • Analytical Problem Solving • Lean Manufacturing • Multi-Project Leadership • Process Improvement • Employee Involvement • Total Productive Maintenance • Production Planning & Scheduling • Time Management • Customer Relations • Value Added Manufacturing

Qualifications

Total Quality Management, Root Cause Analysis, ISO, TS, AIB, SQF, SAP, MRP, Production Scheduling/Planning, ERP, Quality Resource, Skilled in all Microsoft Office Programs, Culture Change Facilitator, and Trainer of Supervisory/Non Supervisory Personnel.

Professional Experience

D&W Fine Pack LLC, Gladwin, MI

March 2013 – Current

D&W Fine Pack, a Mid Oaks Investment portfolio company, provides a wide range of products serving the foodservice and food packaging industry.

Production Manager/Planner

Responsibilities include Safety, Quality, Planning and Production.

Developed and refined production scheduling process.

Applied strong direction & leadership skills to change production culture – safety and quality first.

Coordinate/schedule production with Logistics, maintenance, client services, sales & engineering.

Provide changes to the safety culture of the department to reduce TRR and DART by more than 70%.

Correct data for all production items (over 600 SKU’s) and labor for use in KPIs.

Genpak LLC, Middletown, NY

February 2011 – April 2012

Custom Extrusion and Thermoforming – The leader in premium quality, single use food packaging products.

Maintenance Manager

Applied my experience to the business in areas of safety and maintenance.

Responsible for the maintenance, facilities and equipment set-up.

Implemented a facility PM schedule/system to stabilize equipment.

Upgraded out of date machinery to current standards.

Decreased unscheduled maintenance from 40% to 15%.

Tray-Pak Corporation, Reading, PA,

October 2008 – February 2011

Custom Thermoforming - a major supplier of thermoformed packaging to the Medical, Food, Bakery & Confectionary industries.

Facilities & Maintenance Manager

Responsible for the maintenance, regrind, custodial & machine set-up departments.

Reduced Mechanical Changeover from 3 days to 6 hours.

Reduced Process Adjustment time from 8 hours to 3 hours.

Responsible for all part and supply budget and inventories.

Created inter-disciplinary team relationship with Safety, Planning, Production and Quality.

Developed & implemented a Reliability & Maintenance system. Audited processes to ensure adherence.

Alcoa Corporation, Flexible Packaging Division - Downingtown, PA

October 2006 – April 2008

Custom Thermoforming - a supplier of medical packaging, surgical kits, procedure trays, diagnostic kits and implant trays.

Production Manager

Coordinate production planning and scheduling between production, materials, customer service and sales.

Contributed to improve EBITDA

Implemented a Scrap Reduction Program - 52% scrap rate reduced to 5% in 8 months.

Reduced Mechanical Changeover (inline set up) from 4 hours to 1.75 hours.

Rebuilt and professionalized shift management and supervision from the ground up.

Completed Implementation on a class 100,000 Clean Room.

Managed 3 shifts, 150 employee operation within a union environment (USWA).

Applied leadership skills to change production culture – safety and quality first.

Provided pharmaceutical and medical customers with confidence in product quality & production procedures during frequent customer visits.

The Oakwood Group, OEM Division - Taylor, MI

April 2003 – June 2006

Custom Thermoforming - a supplier of thermoformed safety countermeasures to the automotive industry.

Production Supervisor

With full responsibility for Thermoform division, created effective, efficient production environment, successfully managing with a union work team (UAW).

Responsible for all production scheduling.

Applied Lean Manufacturing concepts to eliminate process waste & spearhead continuous improvement efforts

Presented and expedited solutions to eliminate work cell constraints.

Scrap reduction efforts resulted in 18% reduction in scrap.

Transition production from single shift to 24 hour shift, increased OEE.

Created finished product with a tight process window.

Implemented a regrind recycling system using inline grinders and selling grind back to material suppliers.

Sencorp Systems, Inc. - Hyannis, MA

September 1999 – April 2003

Field Service Technician

Supported / serviced computer PLC-controlled industrial equipment (thermoforming, extrusion, lab and packaging).

PLC Controllers: Allen Bradley, Siemens, Mitsubishi, GE and Omron.

Electronic and mechanical debugging, upgrades and repair.

Also, acquired Motion Control Systems experience - Analog and Digital Configurations.

With extensive travel, successfully worked with customers from a variety of cultures.

Created training modules & provided training for all phases of thermoforming and inline process.

To efficiently and effectively support the customer, worked within cross-functional teams.

Microcosm Computers - York, ME

January 1999 – September 1999

Computer Consultant

Performed network design and set up (Novell and Microsoft Networking) included: Cabling, installing and configuring NICs, configuring servers and workstations, setting up users and user rights, installing and configuring print servers and training users on how to access the network.

Presented hardware and software solutions to clients.

Diagnosed problems and gave detailed instructions to customers on how to manage systems.

The Butterwurth Map Company - Hyannis, MA

June 1989 – October 1999

President

Produced and distributed Maps and Atlases of eastern Massachusetts, supporting 14 full time employees.

Transitioned company into computerized production of maps and map books, including design, purchase and installation of Computer Equipment & Network, as well as production methods and procedures.

Introduced and marketed new products, including full service commercial printing.

Applitek Corporation - Andover, MA

October 1986 – May 1989

Product Support Engineer

Assisted in all phases of design, development, and integration of new products:

Built & tested prototypes • Evaluated components • Verified documentation • Resolved customer problems • Trained manufacturing personnel in areas of assembly, test and quality.

Responsible for: Set-up, calibration, testing and troubleshooting circuits, components and mechanical assemblies for finished product.

Interfaced with engineering, manufacturing and customers in testing, debugging and documentation of new releases.

Education

GTE Sylvania Technical School/Wentworth, Waltham, MA

1986 Graduate • Electronics and Computer Certification

Southeastern Massachusetts University, N. Dartmouth, MA

1983-1984 • Business Management Curriculum

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