Manager Customer Service
Resume:
Lewis E. Lance Jr.
Round Rock, Texas 78681
**********@*********.***
SUMMARY
Thirty plus years experience in manufacturing operations and metals/materials processing. Twenty-five years of P&L responsibility including budgets and forecasts of revenue generating sales of $80 million annually. Well experienced in aerospace & defense, oil & gas and automotive industry’s. Multi-site and Regional Management responsibility of twelve facilities. Have held multiple positions throughout my career and have always focused on serving the customer’s needs while insuring a positive workplace environment. My experience includes implementing Continuous Improvement systems at multiple facilities insuring that operations were always focused on being efficient and safe. I am well versed in Lean manufacturing concepts, including, Kaizen, 5s, GEMBA walks, Deming management and PDCA. Implementing systems such as ISO 9001, EMS 14000 and NADCAP have provide a framework that allow for transparent management of the business. I have always strived to exceed the customer’s expectations both external and internal. Providing a leadership and management style that promotes a positive workplace environment and allows employees/associates to be successful and rewarded from being apart of the success that we provide our customers. In-turn a healthy and stable workplace environment is created resulting in successful business operations. Please contact me via the email address or phone number that is provided.
Regards,
Lewis Lance
EXPERIENCE
Valence Surface Technologies, The Woodlands, Texas. 7/15 – present
Vice president of Operations East Region
VST East Region VP of Operations. Responsible for three facilities Wichita, KS, Grove, OK and Eastman GA, $41 million in annual sales. Performing integration from independent purchased facilities to align with corporate strategy and goals. Strategy deployment includes implementing LEAN concepts & methodology. Upgrading & training workforce to better understand and meet customer demands. Integrated regional strategy in development of site communication and cooperation. Working directly with staff and customers to insure resources are adequate to insure customer needs are met. Working with site staff to create culture change and flow down customer needs. Using CIP system techniques including Gemba walks, SQDP, Deming and PDCA drive non-conformances out of the processing and systems.
Bodycote Thermal Processing ADE, Frisco, Texas. 11/09 – 7/15
General Mgr, Sr GM Regional GM, Regional GM & Regional Sales Manager
3/15-7/15 Bodycote West Region Regional General Manager & Regional Sales Manager. Reported directly to VP of Operations. Accepted additional responsibility and relocated to Los Angeles, CA. Managed both the South Central and West Region from the Los Angeles Regional office. The new responsibilities included seven additional sites, five in the Los Angeles area one in northern California and one in Empalme, Mexico. West Region budgeted sales of $54 million. Implemented Regional Operational & Sales Strategy resulting in improved communication amongst the West Region leadership. Coordinated Regional activities in support of budget & targeted goals. Improved TAT, reduced OTD, improved Customer Service and communication. Immediately impacted operational performance improving OM from 18% to above 30% for the region which included three sites operating at 38-42% OM.
4/13 Regional Sales Manager, added responsibility for the South Central Region in addition to operational responsibilities. Coordinated Regional activities in support of budgeted & targeted goals with respect to Safety, P&L, Human Resources, Preventive Maintenance, Sales & Marketing.
12/12 Regional General Manager; promoted to RGM of the South Central Region and increased responsibility for three additional sites, two in Houston, TX and one in Lafayette, LA. Regional budget responsibility of $32 million.
7/11 Sr. General Manager; reported to VP of Operations. Promoted to SR. GM, added responsibility for the Ft Worth facility. Initiated similar customer focus strategy as with the Arlington facility. Using continuous improvement tools; Deming, PDCA, LEAN & 5s. Upgraded the facility including equipment and staffing. Increased capacity and delivery with CapEx expenditures. Installed new equipment and identified dormant equipment that increased thru-put, ultimately improving the ability to service the customer base. Opened communication channels between staff and employee’s resulting in a very productive environment. Focusing on improved customer service and communication key KPI’s began showing immediate improvement and within six months TAT from 17 days to 5 days and OTD from 60% to 95%. Sales & Profit showed substantial increase from $5.4mil to $8mil, with OM above 30%.
11/09 General Manager, reported to Regional General Manager. Hired as General Manager of Bodycote Arlington, the largest heat treating facility in ADE North America with approximately 120k sq. ft. under roof. Focused on the customers’ needs implemented a cultural change using Deming, PDCA, SQDP, LEAN & 5s that resulted in the facility receiving plant of the year award for 2010. Exceeded budget and corrected almost 300 safety violations that had existed for two years. Created a safe and productive work environment with an engaged staff and workforce. Sales increased from $8.5million to over $15 million in three years, while operating at above 30% OM.
As GM/SR GM and RGM served as an agent/leader of change to improve focus on the customer’s needs and provide much needed improved and timely communication.
Implemented key KPI metrics safety, resources, quality delivery and productivity to improve customer service and exceed customer expectations
Implemented and/or revised ISO 9000 and EMS 9000 Systems in all facilities in the South Central Region including AS 9100 and NADCAP in Ft Worth. Created an “umbrella” system with the registrar that allows for a combined system and multi-site coverage including two in Wichita, KS.
Encouraged and grew staff into leadership positions where possible. Hired specific talent where needed and that would add value in obtaining our goals.
Provide customers with solutions to their processing needs and also other related issues including logistics and communication.
Texas Heat Treating, Round Rock, Texas. 10/01 - 11/09
General Manager
General Manager, reported to president & COO. Hired as General Manager to provide leadership and managerial expertise. Implemented a cultural change using Deming, PDCA, LEAN & 5s that grew the facility from a mom and pop shop to a leader in heat treating services in Texas. Sales grew from $4.5 million to $8 million in two years annually and to over $15 million in eight years. Sales and profit increased incrementally throughout my tenure. Improved operating margin from 10% to above 35%. Reduced costs while increasing sales. Improved customer focus and customer appreciation while providing solutions to their needs.
Created an environment of serving the customer with the goal of exceeding their expectations not just satisfying it.
Created goals and a vision of being a solution provider to any and all customers.
Initially reduced labor costs and headcount by 55%. Rebuilt the team and organizational structure by reassigning the management staff to appropriate positions and added quality and talented personnel to key positions
Responsible for CapEx projects, expenditures and facility expansion.
Implemented ISO 9000, TS 16949 and CQI-9
Introduced Aerospace, Defense and Automotive Markets to the business
Developed sales by using new logistics routes
Increased sales and efficiency by providing direct transportation to specific accounts and creating a captive-style operation
Increased value-added services including transportation, metallurgical testing, non-destructive testing
Bodycote Thermal Processing, Grand Rapids & Cadillac, MI 4/99 - 5/01
General Manager/Sr. General Manager
Transferred as General Manager to newly purchased Grand Rapids facility. Reported to Regional Manager. Performed integration from independent facility to Bodycote corporate strategy and alignment. Responsible for P&L, and customer interface. Additionally responsible for sales & marketing of both the Grand Rapids and Cadillac facilities.
Bodycote Thermal Processing, Dallas, Texas. 7/96 – 4/99
District Quality Manager/Assistant General Manager
Responsible for insuring compliance to customer specifications for multiple facilities in Texas. Reported to the Texas District Regional Manager. Implemented ISO 9000, hosted customer audits. Responsible for P&L of the Dallas facility. Interfaced with customers on quality issues and sales/growth opportunities. Assisted in the transition and refocusing of the DFW facilities to separate commercial and aerospace plants. Organized the restructuring and deployment of staffing and resources.
Sonee Heat Treating, Phoenix, Arizona 1/91 - 7/96
Quality Manager/Metallurgical Lab Manager/Assistant General Manager
Responsible for insuring compliance to customer specifications as well as metallurgical laboratory P&L. Interfaced with customers on quality issues and sales/growth opportunities. Implemented SPC on process measurement and furnace qualification as well as pyrometry Developed quality & metallurgical testing training courses. Developed one-stop heat-treating and testing approach to reduce TAT and improve delivery performance to customers.
Phoenix Heat Treating, Phoenix, Arizona 5/87 - 1/91
Assistant Quality Manager/Metallurgical Lab Manager
Managed metallurgical laboratory & QA personnel including testing and pyrometry. Interfaced with customers on quality issues. Hosted and conducted customer quality audits. Implemented SPC on process measurement and furnace qualification. Developed quality & metallurgical testing training courses.
Commonwealth Industries, Detroit, Michigan 1/84 - 5/87
Metallurgical Lab Technician/QA Supervisor
Performed all aspects of inspection & testing in the metallurgical lab. Performed SPC analysis of data and reported that information to insure optimum productivity was obtained while insuring quality of product. Supervised production personnel in hardness testing and verified their results.
Competence & Other Interesting Things About Lewis
oExperienced and knowledgeable in Aerospace Specifications
oAuthored white-paper “Improving the carburizing process using SPC”, HT Congress, Cincinnati, Ohio
o1996 Heat Treating Excellence Award Metal Treating Magazine {Sonee Heat Treating Phoenix, AZ}
oLeadership Training for Managers, Dale Carnegie Dallas, Texas
oISO 9000 Systems Course, Quality Services International Richardson, Texas
oCertified Internal Auditor, Quality Systems International Richardson, Texas
oStatistical Process Control & Continuous Improvement, General Electric AEBG Cincinnati, Ohio
oBoeing D1-9000 Advanced Quality System Training, Arcadia California
oBoeing Advanced Quality System Steering Team Member, Arcadia California
oInstructor Tarrant County College, SPC & Supervisor/Leadership courses Ft Worth, Texas
oRegistered Lead Assessor Course, Armstrong & Associates Scottsdale, Arizona
oContinuous Improvement-Lean Manufacturing Magic Group, Grand Rapids Michigan
oContinuous Improvement, 8-D Problem Solving, Johnson Controls Holland, Michigan
oISO 9000 Leadership & Consulting Services to Dal-Tex Injection Molding Euless, Texas
oISO 9000 & Consulting Services to Bodycote Doric St. Dallas, Texas
oUniversity of Phoenix TQM Steering Committee, Tempe, Arizona
oUniversity of Phoenix, Bachelor’s Degree Business Phoenix, Arizona
oUniversity of Phoenix, Certificate in Total Quality Management Phoenix, Arizona
oWayne State University Metallurgical Engineering Curriculum Detroit, Michigan
oHenry Ford College Metallurgy/Materials Science Degree, Dearborn, Michigan
oLawrence Technological University Mechanical Engineering Curriculum Southfield, Michigan
oDistrict Deputy Secretary I.O.O.F. Wayne, Michigan
Additional Experience and Skills
P&L and Systems Management
Budgeting/Forecasting
Leadership & Management Development
Servant leadership
Customer Service Excellence
Heat Treating, Plating & Anodizing
Machining
Materials testing & Failure Analysis
Process Capability/CPk
Statistical Process Control
Business/Quality System Implementation
Hobbies & Interests
I enjoy the outdoors, hunting, fishing, boating and restoring automobiles. My wife and I have raised three children a daughter and two sons, both of which have become Eagle Scouts.
References
References will be provided upon request
Contact this candidate