Primary responsibilities:• Responsible for providing a world class customer experience for a large international machinery automation solutions provider.• Manage all elements of a 24/7 customer service organization including customer care, field service, technical support call center and service parts sales.• Lead a large dynamic cross functional team of over 200 empowered direct and indirect members.

Primary responsibilities:• Full financial responsibility for a large national parts sales center.• Lead, coach, mentor and train an empowered, customer centric team.• Manage and control all aspects of international import and export for one of the largest small pack shippers in Michigan. • Nurture exceptional relationships with foreign & domestic vendors, dealers and partners.• Build strong relationships with key customers and generate new sales opportunities.• Negotiate corporate discount contracts.Major contributions:• Established a customer centric quantitative and qualitative measurement process that was subsequently adopted by the worldwide group.• Reduced costs by 20% and achieved record profit within 2 years by leading numerous lean improvement projects.• Led the team that developed a revolutionary automated inventory control software that increased first pass fill rate from 88% to 94% and reduced inventory by over 30%.• Installed one of the largest fully integrated vertical storage and retrieval systems in North America on time, under budget and without loss of 24/7 service commitment.• Created a world class fulfillment center capable of processing an order from incoming call to shipment in less than 10 minutes.• Employed new technologies including customer specific automated pricing and guided selling which dramatically improved the customer experience and increased call center staff productivity resulting in a doubling of the earnings per employee metric.• Coached, trained and mentored replacement from existing team who continues to innovate and set record years.Multi-task, plan, coordinate and direct numerous simultaneous projects as a change agent within the company. Projects include development and implementation of web and device based software applications to push sales and marketing resources, literature, videos, machine availability and pricing to the entire sales team.

Primary responsibilities:• Full financial responsibility for a fifteen-state region profit center. • Interpret and analyze financial reports. • Analyze business opportunities, prepare short & long term business plans and compile yearly budget. • Hire, motivate, coach, mentor, train and supervise a diverse technical remote work force. • Negotiate contracts, hire and manage subcontractors as necessary to meet project goals. • Drive service contract sales. • Travel extensively to ensure customer satisfaction, sell services and identify new business opportunities. • Manage regional office staff and call center. Major contributions:• Relocated by executive management team to South Central Region to analyze and correct failing profit center; Transformed regional P & L from net loss to record profit within one year by rapidly identifying problem areas and efficiently executing turnaround strategy.• Increased revenue by over 55% by successfully overhauling existing marketing strategy.• Dramatically improved productivity from 48% to 73% by streamlining scheduling and empowering an underutilized work force to drive business growth.• Selected, coached and mentored my replacement who continues to have record profit years.

Primary responsibilities:• Manage all aspects of a multi-million dollar joint venture manufacturing startup producing CNC machinery. Negotiate supplier contracts, hire manufacturing team, set up plant, manage international supply chain, develop systems and establish quality assurance program.Major contributions:• Led the team that established all facets of the startup business including budgeting, reporting, accounting, staffing, training, manufacturing, purchasing, inventory control, international supply chain, production, safety and quality assurance to profit within 2 years.• Met or exceeded all startup goals with minimal capital investment by creatively using shared resources of partner companies.• Coached, motivated, trained and mentored a highly engaged team focused on customer satisfaction resulting in the lowest quality issue cost in the entire group of companies.

Regional Service Manager - Western Region 1998-2003Primary responsibilities:• Full P & L responsibility for a multi-million dollar regional profit center covering 12 states.• Build and maintain strong dealer and customer relationships.• Manage office staff, regional call center and dynamic technical field service force.• Plan, submit and execute yearly business plan and budget.• Travel extensively to monitor and ensure customer satisfaction.Major contributions:• Turned a failing profit center into a solid performer by implementing effective team management programs and empowering employees.• Increased revenue by 47% through aggressive sales and marketing of business capabilities.• Reduced total expenses by 12% through improved project and general overhead oversight.• Instituted innovative business concepts including remote asset placement analysis, field service productivity measurement and district team leader program that were subsequently implemented company wide.• Managed over 900 capital equipment installations ranging in complexity from stand alone machinery to highly integrated production lines.

Primary Responsibilities:• Install, troubleshoot, repair and maintain complex industrial machinery in customer locations throughout the region.• Instruct customer employees on machinery operation, programming, and troubleshooting techniques. Major contributions:• Improved numerous products by recommending engineering changes.• Completed over 30 capital equipment installations under budget and on time through effective on-site project management.

Assembled, tested and installed CNC/PC controlled capital equipment. Instructed operators and maintenance personnel. Performed field service and telephone technical support as required.

Installed avionics, electrical and mechanical system upgrades on US Army and Air Force aircraft including AH-64, OH-58D, UH-60, and C-5 models based around the country.

Performed intermediate and depot level avionics maintenance. Supervised electrical component shop repairs and line maintenance of 121 aircraft. Served in operation Just Cause and Desert Shield/Desert Storm.