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Customer Service Manager

Location:
Boxborough, MA, 01719
Posted:
February 16, 2016

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Resume:

Phillip J. Scott Phone: 603-***-****

* ****** ****. *** * Keansburg, NJ 07734 email: actj3s@r.postjobfree.com

PROFESSIONAL PROFILE

Accomplished General Manager, Plant Manager and Operations Manager with over eighteen years of experience in manufacturing and operations management including start-up, rapid growth and turnarounds. Lean/DFSS Six Sigma Greenbelt. Strong root cause problem solving skills with exceptional ability to implement and manage change at both tactical and strategic level. Experienced in full P&L, costing and capital budgeting including: manufacturing, physical plant, finance, human resources, industrial engineering, quality, R&D, customer service and materials/supply chain and logistics. Diverse experience within multiple industries including 3D Printing, textile, automotive, extrusion, tech, 3PL and contracted services.

CAREER ACCOMPLISHMENTS

DIVISIONAL P&L

Developed procedures to improve workflow at NRI 3D labs.

Implemented cost improvement for manufacturing cost per unit produced for 3D printing start-up in NY, NY.

Led full P&L for Perfect Fit Industry operation to increase margins from 7% to 12% on core products as sales grew from $12 million to $21 million over five years.

Tripled production with thirty percent staffing increase using improved methods and strategic capital purchases.

Renegotiated raw material for the Hodgson Yarn Division of Perfect Fit Industries by repositioning mix of domestic and overseas sourcing with a thirty-five percent reduction in raw material cost.

Lad and assumed accountability for physical plant for a thirty percent reduction in parts and maintenance costs.

Sourced and purchased capital equipment to eliminate subcontracting for final stage processing of product at Hodgson.

MANUFACTURING

Implemented quality program at Solidoodle 3D Printers including standardized methods and improved final testing.

Initiated KPI tied to bottom line for manufacturing at Solidoodle 3D Printers. Reduced cost per unit by ten percent.

Developed and implemented new production procedures for all phases of manufacturing in low volume high mix environment for Perfect Fit Industry’s Hodgson Division.

Implemented warehouse software system to automate transactions and realize thirty percent increase in warehouse capacity for ADI Logistics. Primary customers included US retailers such as Sears, Penny’s, Target, and WalMart.

PROJECT MANAGEMENT AND LOGISTICS

Develop standard operating procedures for all 3D branches for NRI for processes, procedures and work instructions.

Identify areas for process improvement and develop streamlined procedure for all 3D labs.

Developed 3PL options for Solidoodle 3D Printer units produced in China. Sourced local 3PL warehousing and supply chain logistics, coordinated with factories and manufacturers in China to meet delivery targets.

Lowered costs our 3PL sites to Amazon distribution centers by establishing east and west coast 3PL warehousing.

Led installation and start-up of two production lines for limousine manufacturing facility in New Jersey.

Tripled output of company’s hydroelectric facility by through management of resources and overhaul of equipment. Piloted sale of hydro and lease back of electrical capacity to reduce utility costs.

Led expansion of ADI Logistics pick and pack operation to increase rack storage and pick and pack by thirty percent. Coordinated installation of racking, wire guidance and negotiated lease contracts for all equipment.

WORK EXPERIENCE

NRI 3D

3D Operations Manager January 2015-Present New York, NY

oLead all 3D printing operations for NRI 3D service bureaus.

oCoordinate operations with Director of 3D Technology to develop cost models and process improvement.

oDevelop and implement operating procedures for all 3D locations.

oCoordinate load planning, resource sharing and preventive maintenance between branches.

oImplement production processes to incorporate new business and new areas for 3D modelling and printing.

oConduct presentations on new processes, costing, trend analysis and other KPI's to executives as required.

oVisit all labs regularly to assure consistent communication and to audit processes for consistency.

oRecommend changes and develop process and change management strategies to improve 3D operations for new technology developments, product offerings and services.

SOLIDOODLE 3D Printers

Manufacturing Manager January 2014-January 2015 Brooklyn, NY

oLed start-up 3D printer manufacturer including manufacturing, purchasing, shipping, receiving and inventory.

oDeveloped standard work for each station and developed improved process control per unit produced.

oIntroduced standardized methods throughout all phases of operation.

oAnalyzed trends in production and shipping to develop process improvements for all functional areas.

oLed salaried managers and hourly employees in manufacturing, assembly, shipping and receiving.

oDirected quality program and improvements through quality manager to improve field performance.

oOversaw maintenance for equipment and physical plant.

oIdentified product design issues and worked with Product Manager and Engineer to modify and improve.

oCommunicated progress with ownership on weekly and monthly trends and status of process improvement.

oLed all logistics and warehousing for units manufactured in China.

oCoordinated, sourced and negotiated with Chinese vendors for parts required for new product line.

oTravelled to Tangxia China to troubleshoot start-up issues for new product line within Chinese facility.

HOBBS BONDED FIBERS Waco, Texas

Production Manager 2011 - 2013

oManaged all operations for nonwoven textile manufacturing facility for tier two automotive product lines.

oManaged salaried managers and one hundred seventy hourly staff in a continuous 24/7 operation

oManaged manufacturing lines to budget. Each production line was operated as an independent cost center.

oCoordinated with scheduling, customer service and shipping to insure timely delivery to JIT customers.

JANITRONICS INC.

Operations Manager 2010- 2011 Rochester, New York

oManaged all day to day branch operations of facility services company.

oDirected salaried area managers with a total of 45 accounts and one hundred seventy five employees.

oManaged cost centers to budget for all Rochester accounts and audited all branch billing

oInteracted with customers and client point of contact at each site to improve and maintain quality service level.

oInterviewed and hired staff and insured all training and service levels were met.

ULTRAFAB, INC.

Operations Manager 2008 - 2009 Farmington, New York

oManaged all operations of manufacturing and production of residential weather-stripping.

oDirected extrusion line for production of weather-stripping template as well as fiber extrusion line.

oImplemented Lean Manufacturing practices throughout organization and drive continuous improvement.

oManaged and directed manufacturing from extrusion through finished product.

oManaged cost centers and identify and implemented cost saving programs throughout operation.

oDirected for all department managers, shift managers, and support functions related to manufacturing.

oInteracted with customers as needed to address quality and production concerns and service.

oOversaw preventive maintenance and all department maintenance programs for production equipment.

oDeveloped and managed training programs for staff from operators, technicians, and senior technical staff.

oCoordinated with engineering department to facilitate product and process improvement for manufacturing.

ADI- LOGISTICS

General Manager 2006 – 2008 Edison, New Jersey

oManaged all operations of a warehousing, packing, light assembly, distribution and trucking company.

oManaged cost centers to budget and implemented savings programs throughout operation.

oAssisted in implementation of warehouse software system to improve RF scanning system within warehouse.

oDirected customer service and administrative functions and direct reports.

oSupervised and administer planning and control of materials in all warehouse phases.

oManaged and directed physical plant and all associated costs.

oManaged and supervised warehouse managers and department heads.

THOMAS HODGSON & SONS/KENNEBUNK WEAVERS, DIV. OF PERFECT FIT

General Operations Manager 2000 - 2005 Suncook, New Hampshire

oManaged all operational aspects of business unit including Manufacturing, Finance, Human Resources, Customer Service, Scheduling and Plant Maintenance for a novelty yarn and decorative throw manufacturing.

oDivision realized increase in sales from $12 million per year in 2000 to $21 million in 2005.

oComplete P&L responsibility for business unit with 245 hourly associates and nine salaried direct reports.

oAchieved production output increase of primary product line by three hundred percent.

oImplemented full reorganization of plant manufacturing equipment to improve material flow

oResourced all raw materials at the vendor level and negotiated costs. Resulted in a 35% reduction in cost.

oDeveloped and implemented processes, procedures and standards for manufacturing to improve efficiencies

oPlanned and submitted yearly operational and capital expenditure budgets to corporate.

oManaged key salaried personnel in HR, Customer Service and Finance.

oDeveloped and implement documented preventive maintenance programs in all manufacturing areas.

EDUCATION

Bachelor of Arts, Auburn University, 1988.

Graduate work towards Master of Arts, Auburn University 1989 – 1992.

Lean/DFSS Six Sigma Greenbelt Certification. Aveta Business Institute



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