Management Customer Support

Ronald Volk

**********@*****.***

Kilgore, Texas 75662 903-***-**** (H)

EXECUTIVE PROFILE

Accomplished and results-driven executive, offering substantial cross-functional qualifications in leading Strategic Initiatives, Merger and Acquisition integrations and P&L responsibility. Highly qualified and knowledgeable in the management of the following functions: Engineering, Manufacturing, Materials, W.W Operations, Customer Support, Program Management and Quality. A proven corporate leader defining and driving vision, strategies and goal attainment. Have extensive experience and success in “corporate turnaround” situations and am highly focused on improving corporate performance and profits.

KEY ACCOMPLISHMENTS

Reduced Time-to–Market: Automated prototyping processes reducing product changes by 19%, reducing overall cycle time by 66% while vendor yields improved from 49% to 90%. New product field failures decreased by 72%.

Developed a Global Operations Organization: Supported a revenue increase from $32M to $159M, reduced manufacturing costs by 22% and improved gross margins by 11%.

Established a World Wide Supply Chain: Reduced manufacturing product cost by 22%, overall inventories by 42% and eliminated excess and obsolete inventory exposure.

Developed and Implemented a Corporate Strategic Planning Process: Utilized for the generation of a 3-year business plan and a 1-year tactical operational plan.

Successfully Completed 5 Acquisitions: Full integration of each company occurred within 90 days with an average ROI of 15 months.

Created and executed a company wide Six Sigma Quality Program: Leading to Divisional ISO 9000 certification. Provided training and certification to all personnel. Certified within nine months with no findings or observations.

Developed a World Class Customer Support Organization: Providing 4 to 24 hour response time. Exceeded customer expectations by achieving 4 hour MTTR and 95% system up time.

PROFESSIONAL EMPLOYMENT

Creative Business Solutions Consulting, Kilgore, TX

2009 – Present

Senior Executive Consultant for an innovative executive management consulting company which provides services in the following areas:

Operations Management & Analysis

Manufacturing

Materials

Logistics

Supply Chain Management

Customer Service

Quality

Business Development

Contract Negotiations

Vendor Management & Performance Analysis

Reliability Engineering

Corporate Policies & Procedures

Corporate Training

Sunrise Telecom, San Jose, CA

2007 – 2009

Sr. Vice President of Worldwide Operations for a leading manufacturer of test & measurement equipment

for the telecommunications industry.

Reported directly to the CEO with full P&L responsibility

Responsible for manufacturing facilities in San Jose California and Taiwan

Implemented Lean Manufacturing Programs

Developed Domestic and International Supply Base

Implemented Company Wide Quality Program

Outsourced Customer Repair Operation reducing warranty costs by 19%

Reduced Worldwide Operations headcount by 17%

Established a Manufacturing Engineering and Sustaining Engineering Organizations

Ultratech, San Jose, CA

2005 – 2007

Sr. Vice President of Worldwide Operations for a leading capital equipment supplier of photolithography &

laser annealing systems for the semiconductor industry. Ultratech is a market leader in gold and solder bump lithography, in addition to being a pioneer of laser processing.

Reported directly to the CEO with full P&L responsibility

Drove the company to profitability in 3 quarters

Reduced the quarterly breakeven from $39.5M to $28M in 3 quarters

Increased Service Revenue to 32% of total company revenue

Restructured the Operations Organization and reduced headcount by 27.2%

Implemented a Reliability Engineering Organization which improved product performance by 29%

Reduced Product Warranty Costs by 50%

Reduced Product Installation Costs by 25%

Improved On Time Delivery to 98.8%

Improved overall Customer Satisfaction and Communications

Organizational Responsibilities included Manufacturing, Manufacturing Engineering, Materials, Supply Chain Management, Quality, Reliability Engineering, Field Service, Technical Support, Engineering services, Business Development and Customer Support.

Photon Dynamics, San Jose, CA

1996 - 2005

Vice President of Operations for leading global supplier of automated yield management solutions for the flat panel display market using patented image acquisition and image processing technology, electro-optical design and systems engineering expertise for inspection, test and repair of flat panel displays.

Reported directly to the CEO with full P&L responsibility.

Increased manufacturing capacity from 3 to 65 systems per quarter. Reduced manufacturing cycle time from 15 to 5 weeks. Implemented a cell manufacturing process which improved manufacturing efficiency from 51% to 90%.

Implemented a company wide Total Quality Control and certification program.

Achieved Sarbanes-Oxley Compliance for all functional organizations within 1 year. Passed all internal and external audits.

Established a Capacity Planning Model for all operations and customer support departments.

Developed a 3-year strategic business model which includes a 1-year tactical planning process

Responsibility for manufacturing operations in San Jose CA, Tucson Arizona, Bozeman Montana and Toronto Canada

Established development engineering and manufacturing operations in Japan, Korea and Taiwan

Established a global supply base in North America, Japan, Korea, Taiwan and Switzerland

Developed a 4 phase training/certification program for all operations and customer support personnel including classroom training, hands on system training, field installation and support training and a level 4 technical support program

Organizational responsibilities included manufacturing, manufacturing engineering, materials, supply chain management, quality, program management, product support, engineering services, applications, sales administration and facilities.

Eliminated E&O inventory exposure by establishing supplier contracts

Established partnership relationships with all key suppliers

Developed an integrated shop floor control management system

Established MBO for each operations department

Held quarterly operations reviews with the executive staff and board of directors

Quadrus Manufacturing Operations, San Jose, CA

1993 - 1996

Director of Operations for a contract manufacturing operation focused on electromechanical and micro

engineering manufacturing. Also provide new product prototyping services, commercial testing and design for manufacturability.

Created and established Manufacturing, Materials, Manufacturing Engineering, Research & Development, New Product Introduction, Materials and Quality programs. Implemented Operations performance metrics, process improvements, cost reductions and supply-line management and distribution strategies.

Responsible for customer sales, support and warranty.

P&L responsibility reporting directly to the CEO/President.

Managed a 3 shift, 7 day per week operation with a maximum staff level of 315.

Achieved ISO Certification within 8 months. Responsible for documentation, training, audit and certification for manufacturing, purchasing, inventory management, production control, master scheduling, manufacturing engineering, project management and warehouse/shipping/receiving.

Chronos Mobile Information Systems, Sunnyvale, CA

1991 - 1993

Vice President of Operations and Co-Founder for a GPS satellite navigation company focusing on

automated vehicle fleet management. With Fairchild Systems jointly developed a detailed mapping software package with a location accuracy of 10 feet.

Successfully negotiated 1st and 2nd rounds of funding with two domestic venture capital firms.

Established a joint venture with a publicly held Australian company.

Designed a radio transmission system providing vehicle location on 30 second intervals.

Responsible for product development, contract negotiation, manufacturing, supply chain management, customer support, customer training, marketing and sales.

Designed a radio transmission system providing vehicle location on 30 second intervals.

Responsible for product development, contract negotiation, manufacturing, supply chain management, customer support, customer training, marketing and sales.

Trimble Navigation, Sunnyvale, CA

1986 - 1991

Corporate Materials Manager for a GPS satellite navigation company focusing on the survey market

product development and manufacturing. Expanded product portfolio included in vehicle navigation systems and marine applications.

Assisted with initial Trimble public offering in 1987

Worked directly with Pioneer in Japan on a joint venture vehicle navigation system. Successfully deployed test and production systems in Toyota vehicles in Japan.

Supported a revenue increase from $400K per month to $22M per month in 5 years.

Responsible for all D.O.D. contract negotiations and management.

Established a corporate supply chain

Implemented a outsourcing program that reduced manufacturing headcount by 35%

Implemented Phase 1 of ISO 9000

Introduced and trained all personnel in Total Quality Management (TQM)

Responsible for procurement, production control, inventory management, contract negotiation, supply chain management, customer support, customer training, marketing and sales.

R&W Management Consulting, Portland, Oregon

1984 - 1986

Owner & President for a management consulting company focused on Manufacturing Operations,

Material Management & Support Systems, Customer Support Operations, Logistics, Traffic and

Transportation Services

Opened a 2nd office in Seattle Washington in 1985

Major customers were Tektronix, Boeing, Hewlett Packard and Salient Systems

Grew the company to 12 employees

Tektronix, Santa Clara, CA

1979 - 1984

North American Customer Support Manager for the industry leader in the manufacturing and

distribution of test, inspection and measurement equipment.

Responsible for 36 domestic field offices

Established a centralized depot repair center.

Established a 24 hour customer call in response center

Implemented a Distribution Requirements Planning (DRP) system in 36 field locations.

Reduced inventory levels by 19%.

Implemented a long term product support strategy and end of life program.

Project Manager for the development and implementation of an on-line customer support and inventory management system utilizing a VAX network in 36 field locations. Responsible for system design, hardware analysis, system training and development of operations manuals.

Established a Technical Support Center

Implemented metrics for all customers for uptime, MTBF and MTTR.

Implemented cost of quality program and required training for all personnel

Generated 5 tier maintenance contracts and PM schedules

Achieved break even financial position in 1st year

Achieved profitability in the 2nd year

EDUCATION and PROFESSIONAL DEVELOPMENT

Education:

B.S. Business Administration & Finance UCSE

Project Planning, Analysis and Control Santa Clara

Continuing professional development in Executive Management and Leader

Professional Affiliation:

APICS – CPIM

NAPM – CPM

Association of Field Service Management

American Productivity and Quality Organization

Council for Continuous Improvement

Awards:

Presidents Award of Excellence

Manufacturing 2000 Outstanding Achievement Award

Excellent Professional and Personal References Available Upon Request:

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