Michael R. Loth Orland Park, IL ***** ● 708-***-**** ● adg7qk@r.postjobfree.com www.linkedin.com/in/lothmichael

DIRECTOR OF SERVICE SUPPORT SERVICE MANAGER CUSTOMER EXPERIENCE

Offering unique blend of business expertise spanning technology, service, and customer experience

Instrumental in delivering millions in profitability gains throughout career in industrial and automotive industries.

Unique blend of technical savvy and ability to work across all levels of organizations to improve business processes.

Detailed success bridging the gap between technical efforts and business operations, while enhancing customer experience.

Resourceful Director, Service Leader, Engineering Manager, and Customer Service Leader who identifies opportunities to drive P&L performance and maintains acute focus on customer needs. Navigates business challenges by executing strategies across sales, product management, technical execution, and driving change management efforts.

Technical Leadership Operations Relationship Management Product Management

Customer Focus Business Processes Customer Service People Development

Project Management Business Development Change Management Technical Support

Program Management Sales Engineering Resource Allocation Customer Loyalty

Professional Experience & Impact

Provisur Technologies Inc. Mokena, Illinois

$350M global food processing equipment manufacture focused on grinding, mixing, forming, coating, cooking and freezing solutions.

TECHNICAL SERVICE & SUPPORT MANAGER (2019-present)

Manage, develop and grow Service Support Function within organization. Develop cross-functional team of engineers, customer service and service technicians to maximize equipment uptime and customer needs.

Restructured Service group with new roles and responsibilities focused on technical support, customer service and aftermarket growth.

Successfully initiated “digital transformation” of Service organization leading effort to implement Service Management Software. Resulting in 17% increase in productivity and 12% aftermarket service revenue growth in 12 months.

Increased customer satisfaction score by 8 points in 12 months.

Implemented Customer Service Soft Skills program companywide for customer facing employees to ensure focus on customer needs and driving to the Exceptional Customer Experience.

Initiated Preventative Maintenance program promoting “Uptime” guarantee to major customer with 100% adoption.

Navistar International LLC Lisle, Illinois

$6B leading manufacturer of commercial trucks, buses, defense vehicles and engines.

Sr. PROGRAM / PROJECT MANAGER SERVICE READINESS (2018-2019)

Proven record of managing program life cycle from system design through integration, test planning, and validation and SOP. Exceptional ability to lead cross-functional teams to identify program capabilities, assess resources, and collaborate with personnel ensuring projects delivered on time and within scope of budget.

Successfully launch Body Control Module program for new CV series vehicle leading international cross functional internal and externa engineering, manufacturing and service teams.

Robert Bosch, LLC Broadview & Romeoville, Illinois / Plymouth Michigan

$65B global automotive, industrial, and consumer product provider with 24K employees in North America.

DIRECTOR OF TECHNICAL SUPPORT AND SERVICE OPERATIONS NA (2010-2018)

Directed all areas of technical support and customer service, aligning best practices across global service organization; tasked with identifying opportunities for cost savings, efficiency improvement, and sales by developing high-quality service culture within company. Managed staff of 37 including, managers, engineers, technicians and account service representatives.

Served as Senior Project Manager overseeing transition of $35M Bosch Diagnostics Business into newly created Bosch Automotive Service Solutions. Consolidated ERP, Incident reporting and tracking systems in 7 months.

Merged Field Service Networks, increasing service coverage by 20 % to 95% in US and Canada

Consolidated Service Repair Depots; generated $1. 3M in savings, improved customer turnaround by 2.3 days & eliminated underperforming service providers.

Increased sales of service products by 23% through creation of value propositions focused on training, field service, and extended warranties.

Slashed warranty costs by $1.6M in 8 months and customer returns by 55% equating to over $12M, leveraging Six Sigma principles.

Created and implemented “Service Promise”, improving customer service model; sales increased from $6M to $9.3M due to enhanced customer engagement.

Mitigated loss of $650K warranty evaluation programs through cost cutting strategy and new service opportunities, recouping $500K of lost revenues and improving service operations by $150K.

DIRECTOR & MANAGER, POST-MERGER INTEGRATION (2009-2010)

Guided integration of $190M acquired company into Bosch organization over 14 months as part of 2-person team; partnered with leaders to ensure seamless execution of project. Achieved $6.2M in synergies by consolidation of back office operations.

Oversaw move of 225K square foot warehouse from Chicago to El Paso, realizing $1.9M in cost savings.

PLANT MANAGER, MANUFACTURING, OPERATIONS, & ENGINEERING MANAGER (2004-2009)

Served as MOE manager of remanufacturing for Diesel and Heavy Duty product line valued at $43M; tasked with identifying opportunities to reduce costs, accelerate revenue, and ensure profitable operations. Managed team of 72 engineering, operations, purschasing, planning, logistics and shop floor personell.

Decreased manufacturing expenses by 33%, boosting profits by $7.5M.

Transferred product production to low cost country (Czech Republic); coordinated product transfer in 8 months and reduced costs by 20%.

Led Service Design Team and efforts to maximize remanufactureability of product lines and improve Reman profitability by 18%.

Improved supply chain delivery performance by eliminating logistic hurdles and improved operational effiency by 26%

Implemented LEAN manufacturing and 5S practices in remanufacturing operation.

Coordinated forecasting, purchasing and customer expectations to shorten lead times for key customer by 33%

PRODUCT / PROGRAM MANAGER (2003-2004)

Managed Diesel and Heavy Duty projects including development of product-specific sales team and implemented strategy to drive product line sales at dealer network level.

Generated $2.5M in new sales through launch of Navistar V-8 Diesel product.

Increased product line profitability by 15% through strategic price increases and parts consolidation.

Material Sciences Corporation Chicago, Illinois & Frankfort, Germany

Supplier of laminate and composite materials for NVH and thermal applications to automotive markets.

PROGRAM MANAGER (2001-2003)

Oversaw sales accounts, product management, and customer service delivery; identified opportunities for improvement within program and product development processes.

Produced $3.6M in new revenue through product management overhaul and introduction of 4 new products.

Revitalized brake shim segment, accelerating growth by 20% for product line with multi-year declining sales.

SALES & BUSINESS DEVELOPMENT MANAGER (1998-2001)

Managed $19M P&L and guided development of business and implementation plan for expansion into European market while based in Germany.

Early career at Material Sciences Corporation (1989-1998): Project Leader, Senior Application Development Engineer

Education & Professional Development

BS, Metallurgical & Materials Engineering Illinois Institute of Technology

Six Sigma Black Belt Certified Metal Finisher Certified Coating Engineer Certified Trainer

Bosch Project Management Certification Fluent in German

Member, Society Automotive Engineers Vice President ATMC (ASE)

Hold 3 patents for Reinforced Viscoelastic Damping System (6,586,652) Method of Forming Noise-Damping Composite (5,418,073) and Noise Damped Brake Pad Assembly (5,407,034).

Value – Added Expertise

Six Sigma Black Belt

Extensive Technical and Operations Leadership in Automotive Sector

Influential Change Agent

Company Integration Expertise

Contact this candidate