Bob Simon Email & Phone Number

Vernon Hills , Il, Us

Hired by the Chief Information Officer to lead a team of IT admins and developers responsible for implementing corporate-wide initiatives. -Meet with the executive steering committee to provide project status updates and prioritize new projects. -Implemented agile project management methodology and created custom solution using SharePoint, Teams, and Qlik to track sprints. -Successfully implemented multiple application programming interfaces (API’s), allowing customers to fetch the product catalog, check inventory, place orders, and receive advance shipping notifications (ASN’s). -Designed barcode label solution to enable the operations team to set-up equipment by scanning versus manually keying in data. -Optimized the website search functionality. -Named 2023 Most Valuable Player (MVP) for the corporate site.

Charlotte, North Carolina, Us

Hired by and reported to the President to implement business process improvements for department of 60+ direct and indirect reports located across multiple sites supporting the following areas: technical support, distribution operations, quality assurance, customer service, IT applications, field support, and maintenance. Senior leadership team member responsible for the department budget, strategic planning, and organizational improvements of over $97M in annual revenue. -Improved on-time delivery of equipment from <80% to 99% and reduced shipping backlog from $800K to $3K by instituting daily management and optimizing the scheduling process. -Reduced order entry errors related to parts pricing by over 90% by implementing an automated workflow process. -Led implementation of omni channel RingCentral (NICE) inContact enterprise call center management software across multiple sites.-Measured and achieved net promoter score (NPS) of 80+ for tech support by implementing an automated survey process, which launched emails after case closure. -Scaled the tech support department and reduced hold times by over 80% by determining proper staffing requirements and implementing Kaizen improvements. -Launched e-Commerce business for dental instruments, software modules, and tech support services by successfully project managing cross-functional team members and partnering with UPS for e-Fulfillment. -Initiated a formal IT project/change management process. Determined the priorities, assigned IT staff members, and communicated status to all levels of the organization. -Lowered planning time by over 80% by implementing real-time Power BI dashboards to track product availability with alerts for scheduling technicians to replenish low inventory. -Oversaw successful warehouse move from Roselle, IL to Hoffman Estates, IL, including procurement and layout of racking and vertical lift equipment with implementation of a warehouse management system (WMS).

Bolingbrook, Il, Us

Hired by the VP of Operations to oversee and implement business process improvements for department of 25+ direct and indirect reports supporting the following areas: technical support, returned goods, and field service. Responsible for the department budget, strategic planning, and organizational improvements of approximately $500M in annual revenue. -Reduced return material backlog by over 70% and zero-hour failure queue times from several weeks to less than three days, on average, by implementing a triage process and proper staffing. -Reduced the average time to invoice a customer from 60 days to 21 days by implementing a web-based field service tracking system using SharePoint. -Measured and achieved net promoter score (NPS) of 80+ for field service by implementing a survey process after service completion. -Decreased number of field service visits required to swap equipment at a local utility by 50% by designing and dispatching a dedicated truck. -Reduced field service scheduling lead time by over 20% by establishing an apprenticeship program to hire and develop new talent. -Project managed successful SalesForce Service Cloud implementation project. Developed the project plan, design specification including integration with JDE ERP system, user stories, and testing scripts. Led employee training sessions. -Eliminated animal interference complaints from a local utility using 8-Step problem solving methodology to analyze and recommend protection alternatives. -Implemented a predictive warranty analysis process to estimate product return rates. -Implemented formalized process for handling product upgrade/retrofit requests. -Managed key customer accounts to ensure reported issues were resolved in a timely manner. Served as escalation point for complaints that were beyond the authority of subordinate reports. -Led migration from SalesForce Classic to Lightning and implemented knowledge management.

Amsterdam, Noord-Holland, Nl

-Managed a team of 10 technical support and complaint managers across multiple sites who were responsible for resolving customer quality and warranty issues.-Resolved escalated customer complaints.-Integrated new businesses (M&A) into standardized way-of-working.-Responsible for developing processes for handling product replacement orders, labor invoicing, and issuing credit memos to customers.-Implemented standardized product recall process featuring user-friendly web-form, automated workflow, and real-time dashboard for monitoring progress.-Implemented onboarding process to effectively train new hires.-Developed dashboard for monitoring customer cases. Created and implemented action plans to ensure cases were successfully resolved.-Led team which achieved three consecutive months with 100% B2B net promoter score (NPS).-Implemented internal quality audit process for entire Rosemont site. Trained the internal audit team, performed audits of other processes, and identified opportunities for improvement.-Developed risk mitigation and contingency plan for department.-Served as customer care lead for major business market combination (BMC) LED OEM transformation project.-Improved employee engagement net promoter score (NPS) from -57 to +58.-Worked closely with legal department regarding consumer product safety issues.

Amsterdam, Noord-Holland, Nl

-Expansion of previous role to include support for sourcing projects.

Amsterdam, Noord-Holland, Nl

-Program-managed a multimillion-dollar IT project portfolio across global Philips sites; including the US, Netherlands, England, Italy, Hungary, Indonesia, and China. -Evaluated manufacturing and industrial quality processes and recommended initiatives to improve efficiency and effectiveness.-Performed regular reviews with key project stakeholders and provided input to the eight-quarter roadmap.-Led project workshops at global sites.-Initiated project briefs, business impact analyses, project scorecards and user requirements specifications.-Reviewed project initiation documents (PID's).-Facilitated meetings with project managers to review progress of projects in execution. Resolved issues and roadblocks.-Provided input to the annual operating plan (AOP).-Participated in end-of-project reviews to derive net promoter score (NPS).

Amsterdam, Noord-Holland, Nl

-Served as primary point of contact for key stakeholders in the U.S., Canada, Mexico, and Netherlands, responsible for determining their IT needs.-Managed a portfolio of projects and change requests and ensured SLA's were met.-Maintained key performance indicators (KPI's) and presented monthly business scorecard to senior management.-Compiled and analyzed customer satisfaction data and proposed process improvements.-Designed and implemented a support portal to simplify the ticket entry process. Reduced ticket entry time, minimized the number of calls to the IT department, and greatly improved customer satisfaction.-Initiated detailed project charters and project briefs, estimated business benefits and resource requirements, assessed project risk, and assisted in the prioritization process.-Appointed by the VP/CIO as employee engagement survey champion to improve workplace effectiveness. Implemented 'Bright Ideas' initiative to encourage and reward employees who suggested and implemented process improvements.

Amsterdam, Noord-Holland, Nl

-Reported to the VP/CIO of North America.-Oversaw the entire integration and user-acceptance testing processes for a $12M SAP ERP migration project.-Created web-based testing solution that allowed global users to enter results real-time and produced real-time reporting metrics.-Analyzed data from testing to prioritize development activities.-Trained internal and external resources on the testing process, assigned testers and directed their activities.-Developed 200+ testing scenarios with team leads (e.g. marketing and sales, supply chain, finance, business intelligence, etc.).

Amsterdam, Noord-Holland, Nl

-Performed SAP Quality Management (QM) module configurations.-Created user documentation and trained users on SAP functionality.

Amsterdam, Noord-Holland, Nl

-Responsible for all aspects of customer quality.-Reviewed and analyzed quality metrics (e.g. warranty costs, field replacement PPM's, warranty returns test results, etc.) to identify trends and propose corrective actions.-Managed end-customer complaints to ensure timely and adequate resolution.-Audited manufacturing facilities and initiated improvement actions.-Implemented quality hold process in SAP to prevent suspect product from reaching customer sites.-Created quality processes and procedures.

Lafox, Il, Us

-Directed the quality initiatives of all Richardson offices worldwide (1,100+ employees); including four manufacturing divisions and two distribution centers.-Led successful transition from ISO 9002:1994 to ISO 9001:2000 at Richardson headquarters (LaFox, IL).-Implemented the QS-9000 system at the RES manufacturing division (Elgin, IL).-Implemented and the ISO 9001:2000 system at the Pixelink manufacturing division (Hudson, MA).-Created and maintained quality documents and records (ECR's, work instructions, calibration records, CAR's, PAR's, etc.).-Led the internal audit team. Performed process audits and trained new auditors.-Developed real-time automated charting system for production test data.-Created custom material resource planning (MRP) software used by the purchasing department to order components. Reduced planning time from four hours to 15 minutes.-Led management review meetings and continual improvement activities.

-Developed and implemented high-tech manufacturing processes (surface mount technology, wave soldering, selective soldering, lead forming, assembly, cleaning and packaging).-Created and maintained process manuals, work instructions, and drawings.-Trained operators on equipment usage and manufacturing process instructions.-Reviewed engineering design checkplots.-Performed material testing.-Supported the implementation of ISO 9001:1994.-Designed tooling and fixtures to simplify processes.

Bs, Industrial Engineering

Certificate, Advanced Business Process Management

Education record