Thomas Bugg Email & Phone Number

Hollywood, Fl, Us

Phoenix, Arizona Area

Provide strategic leadership to: Field Service, Customer Support, Repair & Overhaul, Technical Publications, and Training organizations to ensure customer expectations are exceeded. Created and maintained strong customer relationships and high employee engagement.• Responsible for managing the Airbus relationship achieving Airbus "Supplier of The Year Award" 7 straight years.• Created a knowledge management database and Self-help landing page of FAQ's & How-To videos that effectively reduced call and Email volume by 20%.• Led effort team to reduce No Fault Found (NFF) by nearly 50% through extensive customer training program.• Raised NPS 10pts to over 80% by traveling globally to meet with customers, face to face, on a regular basis to better understand and address challenges and frustrations with our products and services.• Utilized customer feedback to drive product and process improvements to ensure customer satisfaction and loyalty, while increasing Mean Time Between Failure (MTBF) and Mean Time Between Unscheduled Removals (MTBUR) to exceed all customer SLA’s.• Created and led Employee Engagement team, effectively raising employee engagement score by 15 pts though various on & off-site engagement events, and an employee Idea Board where employees could provide ideas to make the workplace more efficient, effective, and enjoyable.• Served as executive sponsor of the creation and implementation of the new L3Harris Commercial Avionics Technical Publications Website, combining 3 separate business units in 1 site.

Ventura County, California, United States

Directed Sales, Marketing, Training & Leading staff on Commercial & Residential Concrete resurfacing jobs.• Grew business to over $60K in monthly revenue in less than a year by focusing on continually exceeding customer expectations on value and quality.

Santa Barbara, California

Provide Direct leadership to a staff of 5 Customer Support Managers, and a team of over 100 Technical Support Agents to ensure customer satisfaction and loyalty of Citrix products and services. • Developed and led "Customer Love Training" program boosting Net Promoter Score (NPS) by 8 points, surpassing 70%. • Established “Best in Class” KPI’s to provide a means to differentiate agents on a more objective basis, while raising the bar of support offered to our customers.• Created the “Culture Club” employee engagement team, Employee Mentorship and Job-Sharing programs increasing Global Employee Engagement Scores (GES) 5pts to over 80%.

Phoenix, Arizona Area

Responsible for creating and leading the Aerospace Technical Support (ATS) group, a high tech. 24X7X365 virtual global call center of Aerospace Technical Support Engineers. Provide direct leadership to a staff of 4 Technical Support Mangers, with a team of 60+ Technical Support Engineers supporting Aerospace products globally. Responsible for planning and managing an AOP of over $7M. • Support and present at industry conferences such as National Business Aviation Association (NBAA), Avionics Maintenance Conference (AMC) on status of product issues / improvements. Driving customer satisfaction and product performance improvements.• Changed the mindset of customer support from being reactive to proactive by assigning each product a focal that proactively monitor & manage product performance to drive product improvements ensuring MTBF/MTBUR guarantees are met.• Focused on building and maintaining strong customer relationships worldwide achieving average NPS of over 70%

Americas

Delivered strategic leadership to a staff of 5 Field Service Mangers, and a team of 60 mechanical and avionics Aerospace Field Service Engineers supporting airlines across the Americas. Manage all aspects of the Voice of the Customer (VOC) process for Airlines, including collecting and analyzing commercial/technical data, and presenting results, and improvement plans to customers on a quarterly basis.• Revitalized the partnership between Pilatus Aircraft and Honeywell by ensuring that product performance and reliability and customer commitments were consistently met or exceeded, resulting in significant future line selection revenue.• Created the “Trusted Advisor” mentality to drive aftermarket sales through recommending product upgrades that drive revenue while increasing reliability and reduce unscheduled maintenance.

Oversaw 37 Product Support Engineers covering vast Avionics platforms in managing product performanceimprovements to retain and grow the customer base. Led virtual teams of engineers globally, including India, France andGreat Britain.• Developed an initiative to proactively monitor the performance and reliably of products driving Root Cause / Corrective action (RC/CA) plans to improve product performance and significantly reduce in-flight failures and unscheduled removals.

In charge of 24 Technical Support Engineers (Mechanical & Avionics) Duties included, but are not limited to;Hiring, motivating, leading, empowering, managing, setting goals & objectives, and completing initial / midyear / and end of year reviews.Responsible for staffing the TOC on a 24x7x365 days a year schedule.Develop, define, and compile metrics to measure the performance of both the TOC and the Technical Support Engineers working in the TOC. Report above metrics to senior management and utilize the findings to make needed changes to improve performance of both the Technical Operations Center and the Technical Support Engineers. Managing a Payroll over One Million.

Avionics Field Service Engineer

Central Region

Manage all aspects of the AES Voice of the Customer (VOC) process for Continental ExpressJet (XJT), and American Eagle Airlines (AEA). Includes; collecting commercial/technical data, producing VOC quarterly review, and presenting to the customers on a quarterly basis. Creating action items and SR's in ATLAS as a product of quarterly meetings, and program managing closure of such items.Manage R&O / Turn around time (TAT) performance for Continental ExpressJet (XJT), and American Eagle Airlines (AEA).Responsible for resolution of commercial issues such as accounts receivable, invoice/contractual disputes, maintenance support agreement (MSA) renegotiations / amendments, and address day to day customer satisfaction issues that are commercial in nature for all customers located in the central region.Negotiate and create contracts for Maintenance Support Agreements.Proficient in Data gathering tools such as HAVREL, Business Objects, HART, and ATLAS.Assigned as

Responsible for building and maintaining strong customer relationships with all central region Airlines. Managed Voice Of The Customer (VOC) activities, Contractual disputes, and all technical / commercial related issues.

Support customers on Business & General Aviation FMS questions regarding installation / operational questions.

Avionics

Responsible for overseeing maintenance procedures and training of new recruits. Complete performance reviews. Perform troubleshooting procedures to determine necessary repairs in accordance with current technical publications.. Demonstrate an in-depth understanding of electrical, mechanical, analog, digital electronics and solid-state devices. Interpret and apply wire diagrams and technical publications relating to aircraft electronic equipment. Experienced in removal, installation, maintenance, inspection, and operation of all aircraft avionics. Other duties have included maintenance and calibration of in shop test equipment. Conduct Education & Training tasks for maintenance operations, including curriculum development; and instructor duties. Develop, deliver and evaluate education and training programs.

Performed incoming, receiving, final test and inspections on all Avionics parts to be deemed airworthy. Solely responsible for the Return To Service of all repaired avionics units and calibrated avionics test equipment. Maintained and calibrated avionics test equipment. Thoroughly familiar with the Federal Aviation Regulation (FAR).

Masters Of Science In Leadership Development, Organizational Leadership, 3.5

Leadership Development

M.B.A (Partial), Masters In Business Management (Focus On Technology)

MBA

B.A.S.E.E.T, Electronic Engineering Technology

BSEET

A.A.S, Education & Training Management

COMPANY SPONSORED

A.A.S, Avionics

Avionics & Training / Education