Responsible for the P&L of the service business unit of 55+ employees and direct all aspects of the company's service& operations, including Customer Service, Technical Support, Repair Center,and outside Authorized Service Centers to support monthly sale of over $8 million.Drive operational excellence and align key performance indicators (KPIs) with organizational goals and priorities.

Defined and implemented the strategy for 24x7 global customer support with 4 hrs. SLA for FRU and FSE, powered by our global team and Partners (3rd party service/logistics providers partners) by partnering with the company president. Led company through growth and challenges, oversaw internal teams, contracted 3rd party service providers in reducing costs, improving responsiveness, and enhancing customer support.• Set up, hired, and trained global team of 15 to manage 24x7 customer support warehouse and distribution • Defined employee training programs & org wide KPIs, oversaw growth of 15 to over 55 personnel across satellite locations (USA, India, UK) with diverse skill-sets ranging from clerical to sr. managers• Led implementation/training Salesforce Service Cloud for customer portal and case management• Onboarded both Partner/Customer on Salesforce, managed requested enhancements/maintenance • Enabled company growth by providing service to partners for FRU and Service in 60+ countries • Enhanced documentation system, directed internal audit team, expanded CAPA and implemented quality system training that resulted in zero nonconformity in ISO 9001 surveillance audit• Developed First Article projects to ensure that customer specifications and requirements were achieved during the NPI phase through case management, onsite service and reverse logistics, repairs

Established and refined processes for: Order fulfillment, supporting sales, inventory and warehouse management, order processing, material management, customer interface, build strong customer/supplier relationships. Reorganized: Planning, Procurement, Inventory, Manufacturing, Manufacturing Engineering, Logistics, and Quality Management. Directed teams to continuously improve operational systems, processes and policies to attain productivity, quality, delivery, safety, profitability, and employee satisfaction objectives.• Directed all activities related to the delivery and servicing of products including Forecasting, Production, Contract Manufacturing, Outsourcing, Logistics, Quality, RMA’s, and repairs• Influenced selection and Implemented MS Dynamic AX2012 ERP System, on time and under budget• Interfaced with key suppliers to develop & maintain good relationships• Re-engineered Supplier Management and qualification using balanced score card and CAPA systems• Influenced selection, designed, and Implemented Arena PLM system – on time and under budget• Optimized management and support infrastructure that scaled with sales growth from $10M - $50M• Provided technical customer support regarding manufacturing, design, quality, quotation, materials and delivery requirements

Orchestrated factory relocation/integration and training projects. Generated and directed methods, operation sequence and processes in the manufacture of sub-assemblies / assemblies and managed CAPA process. Captured manufacturing cost authored time standards and influenced tooling, process requirements of new and existing product lines, and championed product transferring to contractor manufacturers (CMs). Performed supplier audits and collaborated with suppliers & customers on CAPA. • Successfully outsourced, managed multiple assemblies (PCBs, enclosures, etc.) at overseas suppliers• Designed / implemented production layout with 70% reduced footprint, 35% process efficiencies• Optimized MRB resulting in 50% reduction of NC material inventory and 40% faster CAPA response• Achieved 25% defect reduction by introducing and enforcing use of go-no-go gauge and jigs/fixtures

Managed quality and delivery aspects of contract manufacturers (CM) for finished electronic automobile diagnostic products and re-energized ISO9001/14000 compliance program. Championed continuous improvement efforts and collaborated with business units in developing and implementing Kaizen projects. • Facilitated functional and cross functional teams in quality and productivity improvement projects• Led continuous improvement team that reduced non-value add time by over 80% in less than a year• Influenced developing Lean strategies; identifying plans and initiating improvement projects by effectively applying lean principles, internal and external resources, skills and expertise• Trained and mentored employees in: Lean, Safety, Quality, and fundamentals of Strategy Deployment• Led Kaizens for developing, planning and executing Site Wide Strategy Deployment action plans • Trained employees in: Lean, Safety, Quality, and fundamentals of Strategy Deployment