Tom A. Email and Phone Number

Leader of a Service Operations team consisting of 3 Service Technicians, Customer Service Coordinator, Customer Service Representative, and Field Service Coordinator, to achieve operational goals for safety, retail sales, repair turn around time, inventory turns, profit margins. Develop and execute strategic plans to achieve annual growth goals by utilizing marketing programs, leveraging field resources, distributor and end user product training, outside sales work-with’s and end user conversions. Effectively manage travel and expense budgets, as well as overall P&L budgets for the service center sales & client relations. Communicate opportunities, issues, market trends to Management & Marketing.

Leadership of an organization exceeding $9M in annual sales, provided stability and growth while achieving profitability in excess of 30%, 99% first time right, and on-time delivery performance in excess of 98.5%. Primary point of contact for top clients, acted as a key business advisor ensuring customer satisfaction leading to ongoing retention and year over year growth.Supervised a direct staff of 13, with overall supervision of a staff of 60, professional and skilled trades personnel.Responsible for complaint resolutions to the satisfaction of both the client and Element. Trained and experienced in the principles of lean to eliminate waste, defects, over production, underutilized talent, and ensure delivery of the best overall value to the organization and client.Responsible for all personnel tasks, including hire/fire decisions, health, safety and quality goal achievement, as well as operational success.

•Develop, implement and execute annual sales plan. •Supervise inside sales/customer service support personnel. •Service, maintain and solicit existing and prospective accounts via cold calls, customer visits, email, telephone and written correspondence. •Resolve customer complaints while balancing the interests of both the customer and the company. •Conduct sales presentations at customer/prospect locations. •Provide technical support and quotations for existing and prospective customers. •Responsible to research and report industry trends, potential new business opportunities and competitor intelligence. •Compile required monthly sales and marketing reports.

•Lead new product development teams to ensure on time project completion, achievement of cost target objectives and required product performance. •Develop new product specifications by using input from internal functional groups and customers. •Develop promotional literature for new product introductions including; catalog sections, product briefs, and print advertising. •Perform procurement function for new product development projects. •Develop new product expenditure requests and drive approval process.

•Responsible for marketing management of 5 product lines total. •Develop long range growth and competitive strategies for the North American and world markets for a total of five product lines at two different plant locations. •Develop and execute marketing plans for meeting profit, order, and sales budgets for assigned product lines. •Supervise two product specialist and two field engineers, including one at a satellite facility.•Develop the promotional strategies for new and existing products including; sales channels, advertising campaigns, product brochures and technical articles. •Prepare annual marketing plan, sales and orders budget for assigned product lines. •Analyze competitors’ tactics and product offerings and formulate strategies to maintain market leadership. •Identify new product opportunities and drive organizational efforts to justify, develop and introduce these new products. •Identify potential new customers; develop strategy to obtain approvals at these customers.

•Provide technical and promotional support to over seventy direct sales engineers, forty manufacturers representatives, and distributors sales force. •Introduce an average of four new or redesigned products per year, gaining customer approval and preference. •Develop and cultivate new customers gaining approval or re-approval. Prepare and deliver an average of two to three technical presentations per month, to customers and outside sales force. •Serve as team leader for an average of two product development teams annually, and team member of an additional four to five. •Provide technical support of customers, internal quotations group and outside sales force.•Develop new product specifications based on customer input and competitive analysis.

•Provide technical support for in-house mixing, millroom and deflashing departments. Initiate and justify purchase of new equipment and tooling. •Represent manufacturing engineering’s role on new product development teams. •Recommend and implement tooling and process improvement to obtain greater manufacturing reliability, efficiency and quality in existing products. •Interface with mixing and molding personnel at Cooper’s overseas facility to maintain a trouble free operation. •Develop and implement methods, tooling, equipment and facilities for the manufacture of new products. •Initiate and justify new equipment and tooling. •Assist in design and development of new products from inception to release to manufacturing.•Research and develop new manufacturing materials and processes for better product consistency and reduced costs.

•Plan, control, direct and motivate production personnel to meet established schedules, quality levels and efficiency goals- average of 13 employees per supervisor. •Facilitate communications between upper management and product personnel. •Develop annual departmental budget, average annual budget $750,000. •Plan and implement steps required to attain shipping budget and control of expense budget.•Achieve continual departmental cost improvements.