Customer Service Program Manager

Scott Vander Veen

**** ********** ***** ****: 616-***-****

Zeeland, MI 49464 *********************@*****.***

Profile:

Program Manager / Supply Chain industry leader. Aligning projects with business goals, constructing detailed development plans, manage teams, achieve Milestones, and communicate the results across the stakeholder audiance

Core Competencies:

Program management highly complex projects/multiple projects in parallel

Develop project plans, Develop and maintain budgets and schedules

Lead internal teams consisting of Mechanical, Manufacturing, Electrical and software Engineering, Quality, Sales, Supply Chain, and Operations for the purpose of Development and launch.

Lead Product/Engineering Change Requests within the Organization; coordinating thedeveloped and implementation

Lead SDT (Simultaneous Development Team) meetings

Act as primary point of contact for all assigned projects for internal and external customers

Manage change and assess risk

Supplier Relations: Develop and maintain strong relationship with vendors

Supply Chain & Material Flow: Understanding of logistics and timing

Purchasing: RFQ’s & awarding business (both domestic and International)

Purchasing: Make vs. Buy Analysis

Launch new product lines and assemblies

Understanding of a lean operation and development of supplier kan ban and customer level scheduling.

Continuous improvement activities including cycle counting of inventory, action plans for inventory reduction, developing recycling programs, KAZAN events

Communication skills, experienced in building rapport with suppliers, customers, and business peers.

Management: overseeing/supervising.

Manage programs and budgets ranging from $5 Million - $100+ Millon

Flexibility to work independently and in team setting.

Career Experience:

Medallion Instrumentation Systems January 2017 - Present

Lead Program Manager

Responsible for success of assigned projects from kick-off through completion of launch.

Provides leadership, focus, and coordination across all internal and external business functions to successfully launch new products and implement large scope changes to existing products

Supervise direct reports within Program Management department

Directs Product/Engineering Changes to completion per Medallion's process and tools.

Prepare updates to Staff for project status

Meet with the Director of Program Management to review project assignments and resource plans.

Lead improvements and development of New Product Development processes and tools.

Maintain project budget and schedule, with program planning responsibility to meet cost, quality, and

scheduling goals of assigned projects.

Establish project goals, critical to customer (CTC) items, and project scope in conjunction with

marketing department

Construct and manage to a project charter, work breakdown structure, and statement of work to draw

unity to entire organization

Define and negotiate resources needed to complete programs, manage project resources to plan, and

track project plan to baseline.

Participate in development of proposals; plan, direct, and execute programs to meet business

objectives and fulfill contractual requirements

Maximize standard gross margin during product development, with overall responsibility for the

profit/loss of assigned projects

Coordinate internal department activities related to assigned project; manage project changes and

conflict through positive negotiations, facilitate development of alternate solutions to problems, and

make recommendations based on data

Trane/Ingersol Rand January 2016 - 2017

Project Manager / Equipment Solution Manager

Responsible for timely completion of assigned projects and customer satisfaction.

Plans and analyzes assigned projects, establishes schedules and project parameters and sets procedures to accomplish system objectives, involving complex equipment applications.

Communicates with customers and their representatives, including building owners, mechanical contractors, other trades, subcontractors, and field support staff.

Compares estimated ship dates with contractors project schedule.

Ensures compliance with internal equipment ordering processes.

Responsible for maintaining the accuracy of the forecasted cost at completion.

Controls expenses by monitoring assigned project budget.

Creates and makes revisions to project schedules including: generating tasks, estimates, dependencies; and milestones.

Oversees the following: preparation of Trane material and vendor orders; recording the receipt of materials and approving payments.

Coordinates with contractors and owners to discuss scope of project; budgets; performance; and close-out.

Responsible for project cash-flow management: progress billing, collections support and monitoring, and resource management.

Maintains customer satisfaction by investigating concerns, implementing corrective action, and communicating with customers and assigned staff.

Establishes a professional relationship with the customer and interfaces constantly to maintain accurate status reports and project reviews.

Obtains acceptance and timely sign-off of the project by the customer.

Visteon / Johnson Controls Holland, MI June 2007 – Dec 2015

Program Manager / Project Launch Coordinator (6 month exception in 2011)

Manages all Material Management activities at the Build facility to assure a 100% "on-time" customer delivery though the PV Build;

Supports the Build Event financial tracking process.

Engaged with Program Management and Project Engineering throughout the Business Unit's launching of new product.

Manage the release of product data in EPIC PDM;

Creates Purchase Orders in SAP to ensure the right part, right revision, right quantity, and right cost is delivered on time for Internal and Customer preproduction build event;

Lead SDT (Simultaneous Development Team) meetings

Work effectively with cross functional team to meet customer needs and support successful launch

Working knowledge of JCI Product Launch System (PLUS)

Responsible for 20 different automotive clusters with budgets ranging from $3 million - $25 million

Career Experience Cont’d:

Stanley InnerSpace, Grand Rapids, MI April 2011 – November 2011

Responsible for buying and scheduling. Participate in the Sales & Operations planning process to ensure inventory plan meets financial and customer service expectations. Responsible for identification and execution of cost savings for the business.

Executes inventory stocking levels in accordance to agreed stocking strategies as determined through the S&OP process.

Develops period-based production schedule and issues to operations team

Executes supplier procurement plans and internal production plans to fulfill requirements for both internal and external customers.

Resolves blocked invoices to aid in A/P process flow.

Drives and/or supports strategic procurement initiatives in sourcing decisions, cost savings, and supplier capacity and tooling areas.

Determines capabilities of potential/existing suppliers, sources new or existing materials or services, and ensures accurate and timely exchange of information.

Manage RFQ’s

Manage supply base – both Domestic and International suppliers

Evaluate make vs. buy

Provide reporting, visibility, follow-up and works cross-functionally to drive reductions to existing excess inventory.

Work with Engineering and Product Development team to support successful launch of new medical equipment products

Establish pallet recycle program with local pallet company

Johnson Controls Interiors Manufacturing, Holland, MI & Lansing, MI June 2007 – April 2011

Master Scheduler & Commodity Scheduler:

Review the customer release information on a daily and weekly basis to ensure production and shipments are meeting all customer requirements.

Maintain an effective forecast to ensure that material will arrive when needed.

Reduced Days on Hand from 18.1 to 9.8 from beginning of 2009 to end of 2010.

Established relationships with suppliers in order that both sides would proactively communicate any changes to the plans or issues that may occur, thus limiting premium freight to less than $200 per month.

Adjusted our inbound freight plan in order to balance and outperform our freight budget including a $350K blind reduction challenge from JCI corporate.

Development and maintenance of kan ban loops within the 4 walls and the daily electronic communications of cards to suppliers with requirement information.

Responsible for 9 different automotive lines operating on first, second, and third shifts.

Effectively managed the balance out of 3 different automotive lines with 0 obsolescence.

Led the supplier side of 3 successful launches of new automotive assembly line where the team met the goal of 0 quality issues, 0 delivery misses within the 1st 30 days of production.

Helped insure a smooth and successful transfer of an automotive assembly line from our location to another Johnson Controls manufacturing site by managing part setup, supplier communication, and establishment of kan ban loops.

Led Bill of Material Reviews to ensure proper setup during the transfer of 2 automotive assembly lines into the Lansing Facility.

Proficient in using EB2 / QAD Software.

Experienced in Cognos and all Microsoft applications

Career Experience Cont’d:.

BOER’S TRANSFER & STORAGE, INC. Holland, MI 49424 June 1995 –June 2007

Sales and Customer Service Management:

SALES:

Manage and Execute Sales in assigned territory.

Demonstrates experience in relationship building with customers and corporate clients. Uses strong negotiating skills, listening skills, communication skills, and presentation skills to enhance profitability and increase sales.

CUSTOMER SERVICE:

Manage Customer Service/Claims for our entire agency.

Reduced claims payout by 25% (2005 to 2006) by reviewing packing and moving methods to develop new techniques and procedures to minimize damage and improve overall performance and profits.

ACCOMPLISHMENTS:

BOS Lead Auditor Certification

BOS Auditor Certification

APICS – Working toward CPIM certification.

National Account Sales Training Certificate

Agency Claims Settlement Award

National Moving & Storage Association Claims Certification

PROFESSIONAL DEVELOPMENT:

Kepner-Tregoe Training

APICS – Basics of Supply Chain Management: Course completion Certification & Test completed and passed Certification.

APICS – Master Scheduling of Resources: Course Completion Certification

APICS - Detailed Scheduling and Planning: Course Completion Certification

JCI Material certification on line course

Sales/Management Leadership – Workshop presented by Kim Ward of Learning Outsource Group.

Sales Speak! – Workshop presented by Lois Creamer of Sales & Fast Forward Selling.

Skills for National Account Sales Rep – Presented by Carl Henry of Sales & Henry Associates.

People Champions Exceeding Expectation – Presented by Carl Henry of Sales & Henry Associates.

Manage Difficult People – Presented by Tony Ruesing for Sales & Ancillary Enterprises.

JCI Basics in Electronics study course

Project Management Certification (PMP): IN PROGESS

EDUCATION:

Calvin College Bachelor of Arts in Business

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