Paul Chretien

Lawrenceville, GA 404-***-**** ad3kfl@r.postjobfree.com

Program Leader

Accomplished program and service manager, specialty team leader, and problem solver with experience in warranty program management, and a strong background in Root Cause Failure Analysis (RCFA) and supervision of electronics assembly and repairs. Task oriented, direct communicator focused on solving technical problems. Key Skills

Cross-functional Team Leadership Problem Solving Root Cause Failure Analysis Program Management Communication Skills MS Office Outlook Visio SAP AGILE Oracle (R12) JIRA Salesforce Professional Experience

Viasat Inc, Duluth GA 2010 – 2023

Service Manager 2018 - 2023

Managed multiple warranty and service support programs for government and commercial satellite antenna ground stations; informed business area leaders during program management review meetings regarding program status (schedules, costs, & revenue); reviewed program contract terms and conditions and advised contract officers accordingly. Tracked warranty and service contract invoicing. Drafted, delivered, and reviewed program status reports with customers. Participated in antenna system program gate review meetings.

• Managed and accountable for profit and loss (P&L) of Warranty and Technical Support Programs for more than 100 covered antenna systems while exceeding revenue objectives.

• Coordinated scheduling of preventive and corrective maintenance on site support activities with the Viasat field service team and customers, minimizing customer downtime and operational impact.

• Primary Point of Contact (POC) for customer escalation of technical (cases), logistics (parts shipment) and repair issues (i.e., Return Material Authorizations – RMAs), ensuring customer satisfaction.

• Spearheaded obsolescence reporting and Technical Service Bulletin (TSB) development, customer communications, ordering and shipment of corrective action kits and supplies for all warranty and support service programs, quickly resolving problems related to obsolescence and sustainment matters.

• Developed and implemented production process flow regarding customer handling procedures for cases and RMAs oriented towards cost reductions, improved process flow and product quality, while enhancing customer experiences.

• Cultivated relationships with engineering teams, maintaining an appropriate balance between cost, efficiency and quality, assuring program objectives achieved & customer intimacy preserved.

• Provided clear, concise and persuasive communications with internal and external customers via detailed status reports and program reviews, ensuring stakeholder & customer awareness while obtaining feedback.

• Adept program management, successfully adapted and reoriented policies, procedures, and personnel in the face of changing requirements without compromising compliance, quality, or performance. RMA Coordinator / Depot Resource Planner 2010 - 2018 Processed Return Material Authorizations (RMAs) for defective satellite antenna ground station equipment. Requested vendor RMAs for OEM equipment; ordered repair parts for in house repairs; supervised RMAs for in- house repairs. Participated in supply chain review and evaluation. Created, reviewed, and closed Nonconforming Material Report (NMRs) quality documentation. Managed field rotation /recall logistics.

• Reorganized post warranty repair program substantially, increasing Gross Margin (GM) from 0% to more than 40%.

• Restructured RMA tracking, moving from hard copy record keeping to spreadsheet based electronic records and reporting.

• Developed a consistent, reliable customs valuation program for international RMA shipments, significantly improving processing of international shipments.

Paul Chretien Page 2

LSI CORPORATION, Norcross, GA 1999 - 2009

Production Supervisor 1/Failure Analysis Supervisor 2004 - 2009 Managed Root Cause Failure Analysis (RCFA) Lab for RAID Host Board Adapter PCIe and Fiber Channel Customer returned products; Managed team consisting of engineers and technicians (four direct reports); Led review process for RCFA draft reports produced by the Failure Analysis Engineering Staff and distributed Failure Analysis Reports to internal and external customers. Conducted internal and external (customer) conference calls reviewed Failure Analysis findings, recommended corrective actions and process improvements; Managed facility shipping and receiving function.

• Led transition from RMA Repair Center to Root Cause Failure Analysis (RCFA) lab: drafted and implemented new lab process flow and physical lab layout to better suit mission change from simple repair to root cause failure analysis mission;

• Developed, monitored and promulgated RCFA and Field Return Quality reports highlighting potential Product quality issues..

• Exposed a coverage hole in warranty tracking for legacy product and developed a solution resulting in $250K

/ year cost free revenue increase.

• Maintained less than 1% Can Not Duplicate/No Trouble Found (CND/NTF) record on Units returned for analysis ;

• Reviewed and reversed outsourcing of in-house Shipping & Receiving function improving efficiency, regulatory compliance, cost and customer satisfaction.

• Revised and formalized RCFA final report process and format, including a peer review component resulting in a logical, consistent professional look, feel and fit appropriate to the team function and charter. Test Technician 2 / Test Team Leader 2001 – 2004

Led team of four production testers for Raid Storage Adapter (RSA) Return Material Authorization (RMA) group in testing of line and field RMA returns of LSI RAID and FIber Channel controller PCBAs.

• Developed, and implemented a clear, equitable, and effective performance measurement system for shop floor testing team resulting in improved efficiency and contributing

• Refined test flow process, eliminating unnecessary tests without compromising quality contributing significantly to reduced test times and towards a 50% reduction in WIP inventory three months ahead of schedule.

• Collaborated with planning team to coordinate and prioritize product test queue to align with outstanding order requirements, eliminating all back orders and markedly improving performance in Customer Quarterly Business Reports (QBR).

Previous Role Title Only 1999 – 2001

United States Navy

Electronics Technician 2

U.S. Navy-Electronics Technician 2nd Class Honorable Discharge Education

BS, General Science (Chemistry)

Westfield State College Westfield, MA

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