Scott Mclaughlin Email & Phone Number

San Jose, California, United States

Was responsible for designing manufacturing layout and optimizing assembly on 6 different products:Onewheel+: 2017Onewheel XR: 2018Onewheel Pint: 2019Onewheel Pint X: 2021Onewheel GT: 2021Onewheel GTS: 2023-Responsible for growing a 10x increase in unit production rate over one year of optimization yielding XXXk units annually-Maintained quality and root cause analysis on products after release in both manufacturing and units that failed in field-Worked with engineering and suppliers to redesign components that were able to fail to increase product yield

Took over the Customer Support Team in addition to other responsibilities to bring up performance to necessary standards. This was done in order to improve our customers pre and post-purchasing experience with their products and helped them get technical support in a timely manner. -Responsible for improving first contact response time from over a month to same day response-Created KPIs to maintain same day communication and resolution of applicable tickets-Maintained above 98% SLA responses-Headed all customer-facing operations of the company including customer support, product warranties, and repairs of product

Managed the Customer Support and RMA team and for 8 years during a large growth in profit for the company. Was responsible for the international distribution of new products as well as receiving and repairing all damaged units. Addressed all customer inquires within SLA with over 95% satisfaction across the entire department. -Maintained same day response and turnaround on all repairs-Developed SOPs for repair of all hardware models-Advised on next generation product design prior to manufacturing-Reported developing trends from customer support and RMA back to engineering team to prevent repeated problemsRMA / Customer Support / Management / Root Cause Analysis

Sunnyvale

Controlled list of products and service offerings available to customers. Managed the logistics behind how an item gets from engineering to the price list.-Responsible for tracking and expediting ECOs-Maintained price sheet for sales department

Mechanical Engineering, Mechanical Design

Activities and Societies: Honors Humanities Program, Sigma Alpha Lambda Leadership SocietyMechanical Engineering major covering broad.

General

Activities and Societies: Leadership, Associated Student Body President (2010), Class President (2009), Class treasurer (2007-2008), Cross.