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Customer Service Manager

Oklahoma City, Oklahoma, 73165, United States
October 15, 2016

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***** ********* **** ******** ****, Oklahoma 73165

Cell: 405-***-**** Email:


Manufacturing Operations Executive with experience in manufacturing, quality assurance, supply chain, customer service and manufacturing engineering functions for high volume facilities, with high and low mix products. Results oriented organizational leader with proven success in the development, implementation and management of manufacturing teams in achieving company strategic goals. Expertise in Lean and Six Sigma methods and systems, safety improvement, root cause analysis, resolution of system/process/product issues, project management, facilities/maintenance and personnel management.


CLIMATEMASTER, Oklahoma City, Oklahoma 2015 – Present

Director of Operations

Led Manufacturing (350 associates/two shifts), and support staff, Supply Chain (Purchasing, Warehouse, Scheduling, Shipping) and Customer Service functions in $70M + business.

Integrated Sales, Inventory and Operations (SIOP) meetings for future operations planning.

Supported warehouse consolidation projects ($19k savings /month).

Improved product lines resulting in increased capacity (100%), reduced labor costs (50%) and improved efficiency (65%).

Developed standardized work processes for all managers, supervisors and team leads.

Improved daily management system by focusing on hourly takt misses, in real-time.

ATC DRIVETRAIN, Oklahoma City, Oklahoma 2013 – 2014

Vice President, Operations

Managed manufacturing (900+production associates/two shifts) and support staff, safety, manufacturing engineering, facilities, and maintenance across five facilities.

Implemented 7 new products with $30M in revenue over a 9-month period including new layouts, kitting and Kanban concepts for 75% of value streams.

Integrated improvement initiatives in safety, 5S, training methods via Training within Industry (TWI), Total Productive Maintenance (TPM) and Value Stream team concepts.

HITACHI COMPUTERS OF AMERICA, Norman, Oklahoma 2001 – 2013

Director of Manufacturing (2007 – 2013)

Managed manufacturing (200 production associates/three shifts) and staff to exceed production goals for safety, quality, productivity, lead time, in-process inventory and scrap.

Utilized manufacturing training group to support continuous improvement and flexibility via TWI methods.

Led facility continuous improvement activities with dedicated Operations Excellence group utilizing Toyota Production System methods and Lean Six Sigma techniques to improve Key Performance Indicators (KPI) metrics.

Reduced scrap by 84%, improved quality by 96%, reduced customer complaints by 90%, increased productivity from 60 to 96% over two years with increased (double) production volume.

Quality Assurance Department Manager (2001 – 2007)

Integrated Six Sigma methods across organization; responsible for all Quality group functions including supplier quality, product assembly/testing, and ISO standards

Implemented supplier certification system, ISO 13485, and update of ISO 9001 system.

Managed Customer Repair Service area for warranty/non warranty repair; eliminated backlog of 425 items to 0 in 7 months and improved turnaround time to record levels from 35 to 18 days, utilizing Lean methods.



SEAGATE TECHNOLOGY LLC, Oklahoma City, Oklahoma 1981 – 2001

(Including Magnetic Peripherals Inc., Control Data, Imprimis)

Quality / Reliability Core Team Representative (2000 – 2001)

Organized and created new product quality plans for qualification testing, product/process improvements, failure analysis and corrective actions for new product introduction

Customer Service Repair Operations- Manufacturing Engineering Manager (1997 – 1999)

Directed 45 engineers and technicians, and managed over $3 million annual budget for engineering functions including process definition, factory data information systems, equipment repair, and unique customer needs

Budgeted and managed major WEB-based IT MES project with common product tracking system at four facilities for real-time update all operations information, such as yields, configuration, work in process, process history and equipment tracking in standard format

Defined plans and transferred 13 products from Asia, Minnesota and Oklahoma to new customer service facility in Reynosa, Mexico over 1.5 years, on schedule

Defined, supported and implemented Six Sigma project definition/completion as the Hands-on Champion in the organization

Supplier Quality Engineering Manager (1990 – 1997)

Directed 22 technicians, inspectors and engineers while interfacing with internal / external suppliers at Far East and Domestic locations

Participated in supplier selection, qualification, certification and issue resolution

Managed over $1 million annual budget for engineering functions including personnel, capital expenditures, travel, and miscellaneous expenditures

Process Quality Engineering/Product Audit Manager (1988 – 1990)

Directed 10 technicians, inspectors and engineers, including budgeting, performance appraisals, work organization and planning

Monitored outgoing quality with continuous sampling plans, performed first articles and process audits

Interfaced with customers, suppliers and process personnel in resolving issues

Implemented Continuous Sampling Plan (CSP) on all outgoing products that improved customer quality acceptance from 95% to over 99.9%

Statistical Process Control (SPC) Facilitator (1986 – 1988)

Coordinated and trained personnel on use, implementation and monitoring of statistical process controls

Implemented self-directed teams for total operator decision-making that resulted in annual savings of over $400,000 in scrap and labor, while improving morale and quality

Production Supervisor, Manufacturing Engineer, Quality Engineer

Supervised 40 assembly personnel on new product line, defined assembly processes and equipment to meet customer expectations, identified potential supplier, process, and customer issues for improvements as a part of the Management Training Program


Master of Business Administration


Bachelor of Science – Industrial Technology with minor in Management

Concentrated studies in plastics and operations management




Six Sigma Training (250+hours): ISO 9000 Introduction/Awareness

Hands-on Champion, Black Belt, Kepner-Tregoe Project Management

Design for Six Sigma, Transactional Kepner-Tregoe Problem Solving

Critical Chain and Lean Manufacturing Statistical Process Control (SPC)

Supplier Certification and Indexes Total Productive Maintenance (TPM)

Toyota Production System (TPS) Lean methods

by Shingijutsu Global Consulting (SGC)


Six Sigma Black Belt (Seagate), 2000

Six Sigma Champion (Seagate), 1999

Certified Lead ISO Assessor (Perry Johnson), 1997

ASQ Certified Quality Manager/Organizational Excellence, 1998

ASQ Certified Quality Engineer, 1987


American Society for Quality, Member, 1984 – Present

American Society for Quality Chapter 1409 Newsletter Chairman, 1989 – 1990

APIC’s, Oklahoma City Chapter, Member

Excellence Enterprise Group (EEG), Oklahoma City, Member


Microsoft Office Package (Excel, Word, PowerPoint), Visio, Microsoft Project

MES’s- Seatrack, Visiprise, SCE

Lotus Notes, Microsoft Outlook

Minitab, Mind Manager

Lean implementation and utilization, including 5S, Total Productive Maintenance (TPM), Training Within Industry (TWI)

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