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Customer Service Manager

Butler, Pennsylvania, 16001, United States
October 10, 2016

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

Butler, PA 16001

724-***-**** (home)

724-***-**** (cell)

OBJECTIVE To secure a position with a reputable industry leader that will allow me to utilize my management and technical experience to create and maintain a motivated, efficient, and quality-driven work environment that is financially successful while maintaining the highest integrity

QUALIFICATIONS Experienced in the areas of management, Lean Manufacturing,

SUMMARY quality, project management, operations management, and sales

Undergraduate engineering degree with Executive MBA

Excellent communication skills and attention to detail

Believes in hands-on leadership and supports a team approach

Professional and skilled with customer, vendor, and employee relations

PROFESSIONAL FLIR Surveillance Systems, Inc., Freeport, PA

EXPERIENCE Site Operations Manager, 2014 – 2016

Contractor /Operations Manager, 2010 – 2012

Manage all site operations within an SAP environment (production, materials, facilities, quality, engineering, and administration)

Responsible for full P&L

Managed Title III DCMA/DoD program which added $8M in equipment

Responsible CNC cutting, grinding, and polishing crystal materials

Analyzed and justified capital expenditures using ROI

Reduced labor costs by 30% using Lean techniques

Instituted a 5s program and Kanban system to reduce costs

Reduced material costs by 20% by negotiating with new suppliers

Coordinated departmental implementation of SAP

Developed lean processes which reduced labor costs by 40%

Gatan, Inc., Warrendale, PA

Production Manager, Imaging and Analytical, 2012 – 2014

Managed the production of Imaging and Analytical Systems

Oversaw the program management of new product development

Responsible for group compliance with EHS and OSHA

Sabeus Photonics, Inc., Freeport, PA

Site Operations Manager, 2004 –2010

Responsible for production, engineering, customer service, and sales

Managed production of components for military, commercial, and security industries

Handled full P&L and budgetary responsibilities

Engineered process to grind and polish crystal material

Managed outside contracts with DoD and other organizations

Led facility in ISO 9001:2000 certification


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Reduced material costs by 50% by identifying new suppliers

Increased efficiency of production by 350% using lean techniques

Reduced lead-times for non-standard products from 4 to 2 weeks

Increased on-time delivery for custom products from 65% to 98%

Applied Test Systems, Butler, PA

Vice President of Manufacturing, 2002 –2004

Responsible for P&L of manufacturing operations

Managed machining, welding, sheet metal, painting, and assembly

Decreased CNC process times through program optimization

Modified overall plant layout to enhance output and improve efficiency

Consolidated off-site facilities to a central location to reduce costs

Negotiated with union concerning Collective Bargaining Agreement

Increased efficiency of production group by 25% through Lean practices

Haleos, Inc., Blacksburg, VA

Production/Manufacturing Engineering Manager, 1999 - 2002

Led the controlled growth of the production from 4 to 100 employees

Developed automated process to cut and grind glass material

Managed call center for customer service and warranty issues

Originated a bill-of-materials and a critical path routing system

Implemented a yield tracking and continuous improvement system

Led efforts toward ISO9001 certification and SAP implementation

II-VI, Inc., Saxonburg, PA

Thin-Film Development Engineer, 1994 -1999

Participated in many research and development projects, to include designing, developing and executing experiments

Assisted in installation and design of automation production systems

Responsible for storage, testing, and disposal of radioactive materials

Assisted in technical transfer of new products and processes to Asia

ACCOMPLISHMENTS One registered patent and four pending in fiber optic assembly

EDUCATION Eberly College of Business and Information Technology (IUP)

Master of Business Administration, 2009

The Pennsylvania State University

Bachelor of Science, Industrial Engineering, 1993

TRAINING Demand Flow Technology, Pittsburgh, PA, 2013

Geometrical Dimensioning & Tolerancing, Rochester, NY, 2011

Operational Excellence Seminar, Pittsburgh, 2006

Union-Free Management Seminar, Blacksburg, VA, May, 2001

Lean Manufacturing 101, Roanoke, VA, 2000

Short Course, Thin-Film Technology, UCLA, 1998

U.S. Air Force, Sergeant and Fuel Specialist, 1986-1990

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