Customer Service Manager

E-Mail: **************@*****.***

Mobile: 309-***-****

**** ********** ***

Sugar Land, Texas 77479

Todd Duane Hopwood

Summary

Accomplished Engineering Manager with 17 years’ experience in Sales, Service, research, design, training, customer service, and development of electronic / mechanical systems. Strong technical skills in mechanical design, project management, training development, conflict resolution, and 6-Sigma strategy. Always quality and customer focused with a sense of urgency. Excellent leadership skills with the ability to motivate any team. Ability to obtain transcontinental employee commitment to achieve project success, creating a one team approach, while improving product quality, reducing costs, and accelerating products to market.

Experience

2012 - Present Elliott Group Houston, TX

Engineered Solutions Leader for Latin America

Integrated an aggressive sales plan to take the Latin America Market from $100k in 2011 to $10 million in 2012. This was accomplished by identifying significant trends in LA, then developing specific strategic plans of specific customers.

Provide Technical Engineered Solutions direction with regard to conversions modifications upgrades and rerates. This includes Steam Turbine Compressor Axials and Expanders for both Elliott and Non-Elliott fleets.

Work directly with Region Director and Region Sales Leader to develop strategic and tactical plans to enhance engineered solutions value for both internal and external customers.

Be a strong customer advocate with regard to operational excellence (on time delivery and quality for example).

Generate enthusiasm and excitement around engineered solutions within the internal selling team. Build and grow opportunities pipeline for both Elliott and Non-Elliot equipment. Drive Pro Active Initiative to successful customer relationship development opportunities pipeline and eventual tangible orders.

Work closely with Engineering and field service to develop and implement project plans, to ensure timely turnarounds occur for customers.

Provide oversight for the Engineered Solutions Business interests with regard to any execution activities taking place in given region. Focus on as sold margin vs actual margin for orders received from region.

Work with commercial teams to ensure accurate market based pricing cost lead time and margin for all engineered solution opportunities in region.

2012 - 2012 American Jereh International Houston, TX

Engineering Director

The position was a key to understanding the market and developing a financial plan for entering. Upon understanding the financial obligation to enter the US market, American Jereh decided not to pursue the business.

Developing CNG3 and LNG3 trademark strategy. The strategy includes development of CNG/LNG Compressor packages for commercial fueling stations and CNG/LNG home fueling stations.

Responsible for leading and organizing R&D center of AJIC, and responsible for the performance of the R&D team.

Responsible for recruiting the needed professional technical talents for R&D center of AJIC to strengthen the R&D team.

Conduct market analysis and research according to the requirement of company growth, and determine the direction and projects to be developed for R&D center

Scientifically manage R&D team, arrange and direct all operation process of R&D projects, and motivate the whole team to ensure the projects can be completed economically and high-efficiently.

Provide market technical support as needed, such as technical support for the sales of natural gas compression units, after services, etc.

2010 - 2012 General Electric Houston, TX

High Speed Reciprocating Compressor Engineering Manager

Manager for 28 Engineers (10 in Houston, 8 in Poland, 2 in India, 2 in China) and 6 Technical Engineers in Mexico designing High Speed Reciprocating Compressors. Created a “One High Performing Team” atmosphere allowing international boundaries to be erased with a passion to create the best product.

Developed a new pipeline compressor cylinder to set the industry standard for the pipeline market. Upon arrival into the position, I was able to accelerate and correct the direction of the program to achieve on time delivery and $1 million savings on the development cost.

Providing consulting services to packagers on improving product reliability and cost of operation.

Developed sour gas compressor patented design increasing sales and market share,

Developed Mutli-Generation Product Plan and Multi-Generation Technology Plan that included Vision, Mission, and Strategy for gaining market share in focused areas.

Provide manufacturing support to ensure on time delivery and quality products. Achieved a product cost reduction of $750k within 6 months by creating a collaborative environment between Engineering, Manufacturing, Supply Chain, and Suppliers.

2008 - 2010 Exterran Houston, TX

Compression Center of Excellence

Engineering Standardization Manager

Developed and Published Engineering Standards and Service procedures for the Gas Compression Market.

Developed and Implemented, Fleet Electronic Unit Files. The implementation increased the availability of the necessary technical information to the field, allowing service calls to be conducted in a single visit.

Cataloged product definitions, designs and standards, then communicated/implemented standards across the compression engineering and manufacturing groups.

Technical contact for the integration of the Caterpillar G3516 Ultra Lean Burn Engine in the contract compression fleet. The program saved the company 50% on the cost of 3 engines.

Developed program to track warranty expenditures and ensure best practices are implemented.

Creation of Visual Work Instructions and Lean Manufacturing principles for the manufacturing and production of compression packages.

1997–2008 Caterpillar Inc. Peoria, IL

Service Manager – Global Petroleum

Developed and Launched an International Gas Engine Training curriculum in a 9 month period. This enabled Caterpillar dealerships to provide the training necessary to develop technicians from a basic mechanical skill level to a journey technician within a 16 week period.

Increased relationships between Caterpillar Dealers and major Gas Compression Companies worldwide. The enhanced relationships brought increased part sales and service worldwide of approximately 25%. In Venezuela only, parts sales increased by 400% with service revenue following

Managed a $2 million training program to support dealerships worldwide to develop Gas Technicians to service G3600’s arriving in their territory

Implemented 6 week intense training program for Asia Pacific dealer and customer service technicians to become certified in commissioning Caterpillar G3600 engines

Presented Technical presentation at external customer conferences and Caterpillar Dealerships around the world on gas engines and transmissions technical service bulletins and new product introductions

Manager for 11 employees worldwide: 6 dealer technical service representatives, 2 technical customer service reps, training specialist, 2 technical liaisons and a budget of $5 million

Electronic Engineering Manager

Provided Supervision to 3 Technical Lead Engineers for Track Type Track and Off-Highway Trucks

Provided leadership to the Track Type Tractor and Off-Highway Electronic technical team in the areas of product definition / design, virtual audits, product development, problem resolution, project management, and manufacturing implementation.

Responsible for the training curriculum and training initiatives developed to support the introduction of the electric drive track type tractors and mining trucks

Responsible for coordinating training with dealers worldwide to support training of dealer technicians on new electronic troubleshooting / diagnostic procedures to be used with electric drive product being released.

Provided necessary expertise in the areas of project planning, project budget, and personnel recruiting

Technical Lead Engineer – 6 Sigma Black Belt

Manager of 10 Engineering Team Leaders of the Wheel Tractor Scraper technical teams. Each of these teams was responsible for specific design areas of the machine and had responsibility for product definition, research, design, virtual audits, product development, problem resolution, project management, and manufacturing implementation.

Provide leadership to accelerate the use of virtual products and process development to increase machine reliability and ease of assembly during initial introduction of new wheel tractor scraper models

Develop and document machine technical specifications by working with each of the separate component groups.

Ensuring alignment of the Program Specification with the Voice of the Customer and Voice of the Business.

Investigate and Recommend alternative future concepts for Wheel Tractor Scraper Systems, including machine layout and performance analysis.

Drive Design / Technology Standardization across product line, specifically with motor graders, mining trucks, wheel loaders

Application Engineering Specialist – Engine Electronics

Project Management for Design and Production releasing of Engine Software and Electronic Engine Accessories

Responsible for Product Definition of new electronic engine software strategies and electronic accessories to be released into production

Work directly with Commercial Team to Grow the Industrial business

Provide training to Industrial Sales Personnel, Engineers, and OEM Customers on Engine Electronics

Accountable for Identification, Analysis, and Resolution of customer’s needs and problems related to all aspects of application and installation of electronic engines

Team Leader for Industrial Engine Electronic Design Team

Responsible for Definition and Resolution of Industrial Engine Performance Issues

Sr. Research & Development Engineer – Machine Development

Project management for Tier II motor grader development program.

Project Management for research motor grader program.

Implementation of an ISO9000 training course for new engineers.

Ensure Motor Graders (MG’s) meet certification and compliance in the USA and internationally

Power train and Engine Development on the motor grader to meet Tier II

Other responsibilities included Motor Grader performance testing, machine troubleshooting, and technology advancement of the 120H through 16H

Product Development Engineer – Performance Engine Product Division

Project Management for engine installation designs in Tier II Machines.

PDM Management of all engine models for Motor Grader Use

Improved the record keeping process for off site engineering

Lead a CPPD and NPI Team for machine engine installations in MG’s

Analyzed research, pre-production, and production problems then designed and implemented appropriate solutions.

Improved workplace moral by conducting an employee survey and helping upper management take action to correct the problems identified

Test Engineer – Engine Development

Improved engine reliability of the 3116/3126 Marine engine.

Developed Engine ratings to meet Euro II Truck Ratings.

Improved Test cell reliability and emissions test accuracy / repeatability

1994–1997 Florida State University Tallahassee, FL

Research Assistant – Control Engineer

Designed a multi-purpose tracking filter to estimate the in-flight engine performance parameters of a turbine engine model for model-based control.

Designed hardware implemented neural network for the interception of incoming hostile missiles with evasive maneuvering capabilities.

Designed a cooling control system to keep a resistive magnet at a constant core temperature.

Teaching Assistant for Advanced Dynamics, Control Systems, and Vibrations

Education

1994–1997 Florida State University Tallahassee, FL

M.S., Mechanical Engineering – Control Systems GPA 3.43/4.0

1991–1994 Illinois Institute of Technology Chicago, IL

B.S., Mechanical Engineering - High Honors GPA 3.54/4.0

Skills

Proficient in the following programs and processes:

Pro-E, PDM, Matlab, Mathcad, Labview, Microsoft Office Suite (Power Point, Word, Excel, Project), 8-D Process, FMEA, New Product Introduction Process, CPPD, 6-Sigma, Minitab

Affiliations

SAE – President at Illinois Institute of Technology ‘93-‘94’ Tau Beta Pi – President of Illinois Beta (IIT) ’93 – ‘94 Strathmore’s Who’s Who – 2004 Florida State University Mechanical Engineering Advisory Council - 2011

Product Development Industry Experience

High Speed Reciprocating Compressors, Gas Compressor Packages, Large Mining Trucks, Track Type Tractors, G3600, G3500, Wheel Tractor Scrapers, Motor Graders, Engine Control Strategy for Underground Mining Engines, Core Engine Design, Engine Installation Design, Marine Engine Development, Off-Highway Truck Engines

Specialties

Developing and Turning Low Performing Teams into the “Shining Star”, Product Concept Development, Voice of Customer Interpretation, Product Design and Development, Automation, Heavy Equipment, Leadership, Customer Service, Customer/Supplier relationships, Team Unification, Cost Reduction Identification, Motivator.

Gallup Strength Finder Top 5

Futuristic, Maximizer, Harmony, Arranger, Achiever

Management Style

1.Deliver WOW Through Service

2.Embrace and Drive Change

3.Create Fun and A Little Weirdness

4.Be Adventurous, creative, and Open-Minded

5.Pursue Growth and Learning

6.Build Open and Honest Relationships with Communication

7.Build a Positive Team and Family Spirit

8.Do More with Less

9.Be Passionate and Determined

10.Be Humble

References

David Curtin – President Burckhardt Compression – 713-***-**** - Manager

Carlos Trevino – Burckhardt Compression – 832-***-**** – Employee

Russell Wilburn – GE Oil & Gas – 832-***-**** - Employee

Joanna Faulk – GE Oil & Gas – 904-***-**** – Employee

Recent Books

Happiness Advantage

Where Good Ideas Come From

Law of the Garbage Truck

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