Senior Project Manager

• Mar 2020 - Present

Executive Consultant

• Aug 2018 - Mar 2020

Technical Consulting with two primary services: • Working with your team to create a Zero Defect solution • Continuous Improvement: Focused on results - results that matter. Technical Consulting with two primary services: • Working with your team to create a Zero Defect solution • Continuous Improvement: Focused on results - results that matter.

Vice President Customer Relations

• Jan 2017 - Jul 2018

Provided voice of customer for international manufacturer of high-speed, automatic visual inspection systems for food and beverage industry. Directed Customer Service Manager with team responsibility for multiple technicians. Collaborated closely with customer executives and plant managers to clearly understand customer requirements; built and managed collaborative networks needed to ensure customer requirements are met without problems. Mentored project managers, led global training programs, acted as project manager for high-tech global client projects.• Assisted CEO in clarifying product requirements for 4 critical client systems after customer complaints; worked closely with client to understand specifications, upgrading systems, and gained back customer loyalty.• Collaborated with key client on months-long implementation of multi-month technology upgrade, coordinating technical team to make upgrade during client's very limited window, bringing seven first systems online without disruption to client's production.• Mentored new product manager to meet growth in business; created multi-factor product management framework, coached new manager through varying product development lifecycles, and clarified role's relationship with sales and customer service.• Developed solution for customer to correct the shipment of out-of-spec product by customer to their client, through sample evalaution testing.• Fixed incorrect parameters for client's inspection system; worked closely with client's plant manager, and coordinated efforts of service team to ensure correct inspection system parameters, resulting in fully performing system.• Selected to present company's latest technology at International Metal Decorators' Association conference in 2018. Show less

Vice President Operations

• 2012 - 2017

Directed Production Manager, Procurement Manager, and Service Manager with total team number of 45, including regional service teams in Europe, Central America, and Southeast Asia. Focused on increasing efficiencies, improving build quality, organizing RMA department, and reducing supply chain lead time for critical assemblies. Conducted testing and repair initiatives for problem areas, created technology roadmaps, introduced sustainability goals.• Introduced U-cell methodology to manufacturing process, increasing manufacturing efficiencies, and allowing more flexibility in build team size and product volume.• Encouragaged move to new ERP system; new system greatly increased data accessibility for better decision-making.• Reorganized revenue-critical Q4 shipment targets with employee incentives to drive productivity and cooperation, successfully meeting revenue goals.• Ensured RMA efficiency and productivity, and ended customer complaints about return backlogs, by reorganizing return process for shared company/customer control, driving greater transparency and cutting delays.• Developed in-house customer service certification program to expand technician skills; this fostered recognition and growth. Show less

Vice President Customer Service

• 2009 - 2012

Built and managed global customer service team, reporting to CEO. Expanded customer service team, improved customer service processes, collaborated with sales and operations functions to improve clarity of customer orders.• Developed and implemented new Purchase Order Kickoff business process, greatly improving clarity of specifications by organizing cross-functional PO kickoff meetings to define systems ordered, and creating visuals showing all systems and subsystems.• Created customer service support infrastructure, including cloud help desk, more accurate service reports, enhanced customer communication protocols, and feasibility template to evaluate customer needs to provide better documentation and collaboration needed for customer service. Show less

Director, Application Engineering & Customer Service

• 2008 - 2009

Led US and Southeast Asia technical teams in system installation and service for global customer base. Conducted feasibility studies for new applications; conducted client staff training. Significantly increased size of customer service team. Collaborated closely with customer decision-makers to ensure delivery of all commitments with complete customer satisfaction.• Recruited by CEO to develop rigorous scope of work definition process with each client to eliminate customer complaints to CEO, significantly improving service quality and eliminating escalated customer complaints by resolving them at source.• Implemented "Three Rules for Customer Service" for consistent service delivery; implemented "Champion Training" program for customers that decreased service calls while improving customer satisfaction ratings. Show less

Advanced Engineering Technologies, Supervisor

• 2004 - 2008

Led cross-functional technology team (CAD, EEs, MEs, Six Sigma Master Black Belt, Machine Vision) to create advanced process solutions, including automation control strategies, for Delphi Packard (part of Delphi Automotive). • Applied Six Sigma methodologies to evaluate automated optical inspection (AOI) technology for circuit board inspection, saving $100,000 on each future AOI purchase. • Co-created structured decision-making protocol with visuals giving executives comparative overview of all product development alternatives, allowing selection of projects with best ROI for better funding and prioritizing of resources. Earlier Role with Delphi as Machine Vision Team Leader • Slashed false reject rate from 30% to 0.11%; nominated for Annual Divisional Excellence Award; granted trade secret; awarded product patent. Show less