Customer Service Manager
Resume:
Apt. ***
Charlotte, NC 28277
*********@****.***
Kevin K. Schiffer
Objective
Seeking employment with a safety conscious and team-oriented company, that seeks a dedicated and meticulous professional.
Experience
2008-2012 Source Technologies LLC Charlotte, NC
Quality Manager/ Project Lead
• Managed a team that was responsible for incoming inspection, final inspection, Test Engineering and Design Validation Testing
• Increased incoming inspection efficiency by 110%
• Ran a Defective Material Review Board which was responsible for dispositioning defective material and issuing Supplier Corrective Actions
• Managed and performed internal audits to ensure continuing compliance to ISO:9001-2008 and Company Procedures
• Performed Supplier Qualifications/Audits to minimize risk and gain critical insight into potential new or existing suppliers
• Provide the Company and Supplier with Process Capabilities (CPk) using samples of first time parts run
• Performed routine analysis of total COQ/COPQ, both internal and external, identified top opportunities, conducted pareto analysis, and prioritized product failures in need of prompt corrective action.
• Provided timely and robust quality corrective and preventive solutions to reduce generation of scrap and rework as well as external quality failures.
• Lead a “Zero" defect culture across the organization through training, ongoing communication and leading product/process continuous improvement projects& problem solving.
• Managed all day to day quality assurance activities focused at achieving and improving key performance measures focused at maintaining internal and external customer satisfaction.
• Established inspection levels, test methods & required statistical methods.
• Managed the calibration of all company gauges and instruments
• Managed QA inventory keeping a 98% accuracy rate
Customer Service Manager
• Writing and implementing procedures to increase the quality of service and depot repair.
• Quote and coordinate installations with service vendor and Self Service specialist.
• Identify failure and NPF trends in returned units.
• Assist with managing service spares inventory.
• Escalate issues to service vendors and follow through to resolution.
• Identify and document service call trends to identify ways to reduce call volume
• Work with IT to create a tracking method for field upgrades
• Define a method to correlate printers with printer resellers
• Work with Sales and Marketing to release standard service plans
2001-2008 Compact Power Services/DOC Services Rock Hill, SC
District Service Manager
• Managed 30+ techs to service several fortune 500 companies from Virginia to Florida
• Ran and organized day to day operations for the Mid Atlantic area
• Used Microsoft Great Plains to manage techs and their services calls
• Worked closely with customers and techs to ensure that customer needs were met
• Worked closely with Account Managers and New and Potential Customers to set up PM programs and service plans.
• Increased tech utility from 67% to 88%
• Trained techs on new equipment and installation projects throughout the country
• Help implement training course for new recruits
• On the SAFETY COMMITTEE which implemented safety policies throughout the company
• Continued providing Technical Support duties below
Technical Support / IT
• Helped field technicians in troubleshooting various machines
• Help create, maintain and grow the customer service department
• Writing quotes for customers
• Selling our nationwide service to potential new customers
• Training new employees
• Set up work stations for new and existing employees
• Assist IT in setting up profiles for new employees
• Wrote Company troubleshooting manuals
• Wrote job profiles for new and existing positions
Field Service Engineer
• Traveled to various job sites and install CNC Machines
• Service CNC Machines on a contract bases
• Contract machine maintenance and building maintenance
• Repair and rebuild CNC Machines
• Troubleshoot hydraulic, pneumatic, and electrical problems
• Order parts as needed to complete assigned jobs
• Assist Application Engineers in writing programs for various machines
• Redesign panel layouts for updated controls
1997-2001 Okuma America Charlotte, NC
Engineering Technician
• Led a team of five to build and troubleshoot machine tools for the Automotive Industry
• Worked with the Electrical Engineering Department to inform them of any design problems that were found during the troubleshooting process
• Extensive Fanuc control classes for CNC Lathes, Grinders and Machining Centers
• Installed and compared software specs for CNC Machines
• Worked in the Quality Control Department to ensure company specs are met
• Reported to customer sites to service CNC Machines
• Troubleshot pneumatic and hydraulic Controls
• Member of company’s First Response Team: responsible for any medical emergencies for a certain area.
1991- 1994 United States Navy Andrews, AFB
Aircraft Mechanic
• Repaired Turbo Prop Engines for C-130s
Education
York Technical College Rock Hill, SC
University of Maryland College Park, MD
Certification: Green Belt Six Sigma, Lead Auditor, 5S, Root Cause Analysis & GD&T
Interests
Spending quality time with my family, church and playing softball.
References and more detailed information upon request.
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