SENIOR-LEVEL QUALITY/RELIABILITY/PROCESS ENGINEER
Solutions-driven professional equipped with 20+ years of progressive success within: quality, failure analysis, reliability, applications, and operations environments. Hands-on and resourceful leader capable of: performing expert technical analysis, and mitigation, of product hardware and reliability issues; executing in-depth data mining, analysis, and modeling; rapidly developing and implementing IT solutions in support of changing business needs; establishing and revising processes for improved efficiency and performance; adeptly building top-performing teams, serving as mentor, partner, and leader to members. Provide additional experience in customer service/support, project management, information systems, and business operations. Deliver a unique and valuable combination of technical, business, and managerial acumen, with strong analytical, problem-solving, communication, team building, presentation, and decision-making skills. Areas of expertise include:
Process Improvement * Service Engineering * Failure Analysis * Statistical Process Control * Six Sigma Methodologies
Quality Management/Control * Vendor Relations * Team Building * Database Design/Implementation * Logistics
Customer Service/Support * Data Analysis * Project Management * Training & Development * Operations Management
CAREER HISTORY
ALBANY SERVICES, INC. (Mountain View, California) * 2008-2009
Contract Engineer—Pillar Data Systems: Directed testing, training, and implementation of Prophet by Baxter supply chain planning software; functioned as Project Manager for application and collaborated with manufacturing, logistics, and customer service organizations. Determined setup, configuration, optimization, data mining, product definition, alternate parts, and stocking locations, in addition to securing buy-in from other organizations. Provided training across several business areas on Oracle CRM functionality, Installbase issues/maintenance, service contract support, and customer service reporting tools.
* Reduced on-hand field stock to $1.7M in inventory (down 30%), and met SLA requirements by implementing supply chain planning software.
* Increased return of failed units from the field through implementation of UPS Returns on Web (ROW) process. Recovered ~$100K monthly in assets previously lost due to: missing return labels with replacement material, and customer inconvenience of entering required information on return label.
MAXSP CORPORATION (San Jose, California) * 2008-2009
Business Process Development Consultant: Hired to replace antiquated CRM application, while managing sales data, contract manufacturer’s build history, and field installation details. Directed process improvement and data management functions.
* Analyzed and optimized all business processes requiring communication of data, identifying unique data requirements, and determining appropriate data structures.
* Evaluated multiple CRM solutions; implemented and customized Info@Hand to match required process flows and non-standard business models; provided seamless transition to, and trained staff on use of, the new solution.
PILLAR DATA SYSTEMS (San Jose, California) * 2005-2008
Senior Manager, Service Engineering & Business Systems
Service Engineering: Headed field service quality functions and identified key issues. Ensured major assembly and overall product reliability, availability, and serviceability. Monitored failure analysis, closed-loop corrective actions, and effects on field service. Determined parts compatibility and allowable alternative parts across engineering changes (EC) and software versions. Developed and documented field service requirements and procedures. Managed warranty costs and comprehensive process development. Provided ISO support for customer service organization.
* Defined, developed, reported, and improved key business metrics for customer service organization through implementing CallHome feature as well as identifying and defining alternative parts matrix for field replaceable units (FRU); linked CallHome data into Oracle CRM, which created automatic service requests.
* Implemented and tested Oracle 11i CRM upgrades, enhancements, customizations, and integrated applications; devised applications to aid Technical Assistance Center in determining correct replacement part, part availability, warranty coverage, customizable contact information for customer and 3PL, and charge lines in Oracle CRM.
* Created Network Operations Center application to monitor global install base, service coverage, and active service agreements with drill-down capabilities.
* Established failure analysis database and interface for tracking manufacturing and field failures, allowing for identification of common failure modes.
Business Systems: Developed and supported product features and applications related to customer service organization. Managed CallHome infrastructure and capabilities necessary to support customer service. Reviewed Oracle applications support and development; tested changes to applications. Generated business intelligence reports and metrics. Functioned as IT liaison for all customer service needs. Created SOPs for CS groups; ensured ISO compliance.
* Devised MTBF/MTBR tool that automatically generated results for any given field spare part number; web-based results included full trending, confidence intervals, estimation of failure analysis results for failures not analyzed, Failure Analysis Pareto for identified causes, and raw data listing.
* Led cross-functional team charged with design and implementation of web interface, customer management, and software access control features for customer support portal.
* Optimized margins by developing model to evaluate warranty costs based on variable system configurations; created worldwide parts delivery and SLA compliance measurement and reporting system.
* Designed and instituted application frameworks for: customer characterization too...
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