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Customer Service Technical Support

Location:
Hermitage, Pennsylvania, 16148, United States
Posted:
January 02, 2017

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Hermitage, PA 16148 www.linkedin.com/in/frankrudge

PROFESSIONAL SUMMARY

Senior executive with comprehensive domestic and international experience in multiple business areas including: operations, customer service, aftermarket service, project management, manufacturing, sales, quality and engineering. Demonstrated success in working with global teams and in acquisition and integration activities.

PROFESSIONAL EXPERIENCE

WALLACEPANCHER GROUP - Hermitage, PA 2015 – Present

Civil Engineering and Environmental consulting firm

Vice President – Operations

Responsible for all aspects of company operations and M&A activities.

Work closely with management team on all aspects of company operations and planning. Integral in setting company strategy and direction, branding, organization structure, KPIs, capacity planning and staffing.

Coach and lead management team and staff in their responsibilities and in the expanded use of the company's operating system and corresponding processes to increase management information for improved decision making and to increase resource sharing and streamline operations across multiple sites.

Work closely with principals to identify and engage target acquisitions, perform valuations and negotiations. Integration of first acquisition completed successfully.

LAIRD (formerly CATTRON-THEIMEG) - Warren, OH 2013 – 2015

Manufacturer of industrial radio remote control systems used in the control of industrial machines such as overhead cranes and locomotives.

Vice President – Aftermarket Services

Lead aftermarket service business which generated $30M in revenue. Managed five direct and 50 indirect reports.

Increased revenue through introduction of new proactive services and subscription based pricing model.

Improved relationships with key accounts through creation of customer dashboards.

Championed numerous product improvement initiatives identified through mining and analysis of product performance and failure data.

Established customer centric team culture focused on continuous improvement and data driven decision making. Brought visibility to group performance through the introduction of KPIs.

Reduced operating costs and improved quality through various process and tool improvements including adoption of lean principals and product specific work cells incorporating kanban inventory.

Consolidated four North American service operations into two significantly reducing overall operating costs while improving level of customer service.

WALLACEPANCHER GROUP - Hermitage, PA 2011 – 2013

Civil Engineering and Environmental consulting firm

Operations Manager

Managed all aspects of company operations. Managed three direct and 50 indirect reports.

Worked with principals to establish company direction and to incorporate technology into company service offering to differentiate company from competition.

Established process and tools for strategic planning, budgeting and project management. Worked with principals to establish business objectives and methodology for execution.

Worked with principals and CFO to identify and implement a new operating system to improve efficiency and accuracy.

WALLACE & PANCHER CONSTRUCTION – Hermitage, PA 2010 – 2011

Construction company specializing in stream and wetland construction, commercial landscaping and commercial roofing.

Vice President - Construction

Oversaw all aspects of company operations. Managed three direct and 40 indirect reports. Established and implemented measurement tools with CFO which led to the decision to discontinue operations. Wound-up company releasing staff and successfully navigated through completion and transfer of open contracts.

INDUSTRIAL SCIENTIFIC - Oakdale, PA 2008 – 2010

Manufacturer of portable and fixed gas detection safety equipment.

Manager of Customer Operations – Americas and EMEA 2009 – 2010

Directed the Customer Service and Technical Support functions in the Americas, Europe, Middle East and Africa. Managed four direct and 22 indirect reports.

Successfully integrated Customer Service and Technical Support teams in France and the UK with the US operation.

Led development and implementation of global customer master and pricing/discounting structure as part of Oracle implementation. Established and maintained operating practices with global team.

Manager of Operations – Americas Sales and Services 2008 – 2009

Led Customer Service, Inside Sales and Technical Support functions. Managed 11 direct and 12 indirect reports.

Designed and implemented automated pricing and discounting for transfer of customer information and open orders in conjunction with implementation of Oracle.

Led global team in developing a multi-language quoting tool for use in Americas, Europe, and Asia Pacific.

Completed a two-month assignment in France operating unit to recover from initial Oracle start-up challenges. Project successfully resulted in invoicing of $3.8M backlog.

ENTREPRENEUR 2007 – 2008

Pursued potential business acquisitions while working in a quality role on a contract basis for a small electronics SMT PCB assembly contract manufacturing firm. Performed valuation of multiple businesses for potential acquisition and successfully negotiated the purchase of a target company.

CATTRON-THEIMEG - Sharpsville, PA 1988 – 2007

Manufacturer of industrial radio remote control systems used in the control of industrial machines such as overhead cranes and locomotives. Key team member in growing company revenue 10x led to equity position. Company purchased by private equity firm in 2003 and then by Laird in 2010.

Vice President – Service & Integration 2005 – 2007

Handled all aftermarket parts and service activities totaling $8M in revenue at three North American locations. Planned and managed integration and rationalization of acquired companies. Managed three direct and 25 indirect reports.

Planned and managed integration of two acquisitions with combined size of 100 employees and $20M in revenue. Key participant in due diligence of acquired companies.

Consolidated manufacturing activities of $3M division into parent organization.

Served as General Manager for newly acquired company with approximately 50 employees and $7M in revenue.

Vice President – Operations 2004 – 2005

Responsible for industrial, rail and mining operations in the US and Canada. Areas of responsibility included: aftermarket services, production, supply chain and application engineering. Managed eight direct and 100 indirect reports.

Filled 20 technical positions, reorganized technical work force and managed start-up of newly released product that doubled the company’s revenue in its initial year of production.

Vice President/Managing Director 2002 – 2004

Led industrial and mining sales and operations in the US, Canada, Germany and the UK. Responsibilities included sales, aftermarket service, supply chain, production, quality assurance, quality control and application engineering. Managed nine direct and 200 indirect reports.

Successfully relocated manufacturing of $3M UK operation to the US.

Key team member in due diligence of German competitor with 80 employees and $10M in revenue which resulted in being assigned as lead in its integration with parent company.

International Operations Director 2000 – 2002

Responsible for US, Canada and UK operations including supply chain, production, application engineering, quality control, inside sales and aftermarket services. Managed seven direct and 60 indirect reports.

Prior Positions:

CATTRON-THEIMEG: Technical Services Director (1997-2000); Director of Quality Assurance and Training (1996-1997); Quality Control Supervisor (1992 – 1996); Electronics Technician (1988 – 1992)

EDUCATION

Executive Masters Degree, Business Administration (EMBA), 2007, Joseph M. Katz Graduate School of Business (University of Pittsburgh), Pittsburgh, PA

Bachelors of Science Degree, Business Administration, (magna cum laude), Westminster College, New Wilmington, PA

Associates Degree, Electronics Engineering Technology, (magna cum laude), Electronics Technology Institute, Cleveland, OH



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