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Customer Service Manager

Fort Wayne, Indiana, United States
October 31, 2016

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Thomas J. Rippe, MBA

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

Fort Wayne, IN 46818



Manufacturing and orthopedic professional who is results-focused and customer-focused, with experience in program and project management, process improvement, and customer service in diverse environments. Strengths include interpersonal and communication skills, administration, mechanical, persuasion, and attention to detail. Self-directed with ability to understand and offer solutions to meet and exceed customer needs. Areas of skill/expertise:

Program and Project Management

Vendor Management & Negotiation

Supplier Relationships



Customer Service

Material Management

Production Control

Continuous Improvements

Cost Reduction


Inside Sales


MBA, Magna cum Laude, Indiana Wesleyan University, Fort Wayne, IN

BS, Business, Finance, Indiana University, Fort Wayne, IN


DEPUY SYNTHES Nov 2015 - Feb 2016

Project Coordinator (Contractor)

Assisted Core Team Leaders and Site Program Manager in coordinating, planning, and executing project meetings both internal and external.

Facilitated cross-functional team meetings, effectively tracked project timelines, identified risks, opportunities, and any issues in order to develop resolutions to meet quality and timeline goals and objectives.

Analyzed project schedule and prepared regular status reports for the Core Team, Extended Team, and Site Program Manager.

Utilized WebEx scheduling, and facilitated meeting through reviewing of SharePoint dashboards.

Obtained documents via the organization’s database, and posted to SharePoint.

ZIMMER BIOMET Oct 2014 - Sept 2015

Project Specialist (Contractor)

Provide assistance to facilitate efficient execution in a cross-functional core/project team by partnering with the Workstream leads and team members in project planning, execution, monitoring, reporting, and documentation.

Provided support to site Program Manager in managing and executing site wide major remediation program.

Tracked project risks, opportunities, and issues in order to develop resolutions to meet quality and timeline goals and objectives.

Assisted in monitoring and improving project planning elements for various projects under remediation.

Created, managed, and documented dashboards for various projects in SharePoint.

Assisted Project Managers (Workstream leads) in managing schedules and workstream communication.

Assisted Core Team Leaders and Site Program Manager in coordinating, planning, and executing project meetings both internal and external.

Maintained and analyzed project schedule, and prepare regular status reports for the Core Team, Extended Team, and Management.

DEXTER AXLE CORPORATION, Albion, IN Apr 2013 - Sept 2013

Financial Analyst/Continuous Improvement Manager

Wrote Capital Expenditure Proposals for Albion’s five plants in amounts ranging from $3,000 to $3.5 million dollars in total cost.

Assembled, compiled, and reconciled pro forma statements and Profit and Loss statements for specific periods of time.

Interacted closely with Engineering, Quality, Plant Supervisors, Plant Superintendents, Plant Manager, and Vice President of Component Operations to ensure pricing of components and parts were correct.

Important part of a team assembled for the company wide purpose of getting the corporation to implement a standard costing system which would realize the company’s true costs of direct labor, direct material, and manufacturing overhead.

Completed special projects assigned by the Engineering Manager and the Vice President of Component Operations.

GENERAL MOTORS CORPORATION, Fort Wayne, IN Jan 2013 - Apr 2013

Project Coordinator (Contractor)

Processed temporary work orders during the Launch Process for the GM 2014 MY Sierra and Silverado.

Coordinated the activities of the Plant Sequencer, Parts Supplier, Engineering, Plant reliability, and Material Department in the processing of temporary work orders.

Coordinated with Supplier/Supplier Quality/Design Engineers to ensure parts are being shipped to the Plant Sequencer in time for the next build.

Coordinated with Plant Sequencer to ensure parts are sent to the appropriate quarantine area and documented on log sheets.

Reconciled the TWO Master List against lists generated by Engineering.

Ensured parts received are correct for the specific build event.

Reconciled Plant Sequencer Log Sheet against the Bill of Material.

Conducted daily meetings with plant and corporate personnel as to the status of the launch.

NAVISTAR CORPORATION, Fort Wayne, IN Apr 2002 - Jul 2012

Project Manager 2011 – 2012

Coordinated management of Global IT project (with operating budget of $9M) directed toward significantly reducing product complexity, improving design, release time, and bill of material accuracy, and overall customer interface.

Reduced errors and provided first time coding by over 50% and increased bill of material accuracy by 75% in 6 months timeframe.

Project would increase repeat sales, while improving customer service; and result in $10M+/ yearly savings with implementation of new system.

Configuration Analyst 2010 –2011

Integrated customer requests for improved service, industry demands, and overall product management of severe service truck product line.

Created and developed production option lists/master model indexes, for multiple truck models and multiple engineering base projects, served project summation and lead to greater business efficiency.

Reviewed and approved customer special requests and new feature code requests for product line, allowing organization to know features and items approved for each respective program.

Senior Product Structure Control Analyst 2002-2010

Implemented product structure/bill of material processes using release integrity group software systems and tools to create, document, and manage bills of material used in manufacturing and support of products. Department lead for major programs, coordinating with program teams, requirements and advising cross-functional groups about product structure. Evaluated engineering release work for correctness and quality, and conducted truck orders testing, closely coordinating changes with production plants.

Worked with 4 diverse groups of engineering – adapted communication style to learn and engage, reduced release timing while effectively meeting customer needs.

Process Development lead on cross-functional team for 1ST ever successful completion of Go Fast Program, showing time to complete program can be reduced by 25-40% when teamwork and educated risks are fully utilized.

Used leadership, communication, and interpersonal skills to direct engineering teams to over a 95% on time release rate in less than two years.

Proven ability to interact and work with different levels of the organization, by providing the necessary strategic guidance in product development and program processes.


Life Member of National Eagle Scout Association

Complete Manager’s Program, Cornell University – Online

Dana Corporation – Certified Supervisor

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