|
|
|
|
Warranty Manager or Director Resume
|
| Desired Industry: Automotive/Mechanic |
SpiderID: 10447 |
| Desired Job Location: Louisville, Kentucky |
Date Posted: 12/20/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 12/1/06 |
| Desired Wage: 75000.00 |
|
|
U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, More Than 75% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Objective:
Seeking a management position and qualified by 13 years of diverse leadership and personnel management experience working in the communication, transportation, and manufacturing industries. Supportive with staff, decisive, and able to resolve difficulties under adverse conditions. Proven track record of developing strategies for profitability and creating alliances both internally with leaders of other departments and externally with suppliers and service providers.
Fiscally Responsible
Defines and Analyzes Key Business Metrics and Performance Indicators
Reduces Unnecessary Expenses by Automating, Streamlining, and Preventing Downtime
Builds Strategic Alliances Cross-Functionally and with other Company Business Leaders
Develops Personnel to Perform at Higher Levels
Effective Communicator
Experience:
Manager of Warranty and Special Programs
Dec 2005 to Oct 2006
Eclipse Aviation
Albuquerque, NM
> Developed and managed the department to financially recover warranty costs from the suppliers and process customer claims through the design of a fully automated system.
> Worked with Eclipse’s Contracts Group and Supply Chain to negotiate supplier warranty agreements and wrote the language for Eclipse’s standard contract.
> Negotiated with suppliers and customers to obtain a satisfactory agreement.
> Made recommendations for revising current policies and coverage.
> Researched and took action on denied claims.
> Developed key performance indicators for cost and quality projections.
> Managed a team of warranty administrators. Completed performance reviews, coached, mentored, and gave disciplinary action as required.
> Worked with other managers to develop a comprehensive one-stop program for aircraft maintenance.
Warrantologist
2005 to 2006
Toyota Motor Manufacturing North America
Erlanger, KY
Recommended upgrades to the Toyota Warranty Claim System.
> Analyzed Warranty and Voice of the Customer Data for improving vehicle quality by directing resources to areas of concern.
> Reported current costs, cost projections, failure issues of the individual Toyota plants and Supplier quality through formal presentations to the executive staff.
> Wrote warranty standard operating procedures.
> Presented business cases for improvements to Toyota’s Claim Computer System.
> Assisted engineers in root cause determination by researching issues reported through warranty events and JD Power survey reports.
> Conducted training on Toyota’s Claim System and Supplier Warranty Response System.
> Monitored and assisted in the creation of Quality Key Performance Indicators.
Director of Warranty for North America
2001 to 2004
First Group America, First Student Division
Cincinnati, OH
> Negotiated 12 Warranty Service Station Agreements with Ford, GMC, International Truck and Engine Corporation, Freightliner, Cummins Engines, Caterpillar and others, to permit warranty repairs in the company’s 185 maintenance facilities. These agreements stipulated terms and reimbursement rates.
> Determined, communicated, and enforced the Standard Operating Procedures and Best Practices for Warranty Management. Also, as part of a five member team, determined the company’s Standard Operating Procedures and Best Practices for Vehicle Maintenance and Safety. These policies were not in place because First Student Inc. was a recent acquisition by First Group America from Ryder Transportation.
> Created the system where information could be retrieved for analysis and trending of the 1M repair orders and 35K claims generated annually. The system reported data which determined life-cycle operating cost, indicated overall quality of products for better purchasing decisions, assisted in identifying the service technicians’ adherence to preventative maintenance standards and identified training needs.
> Challenged to save $900K in annual operating costs during the 2003-2004 FY. Target was accomplished by using information from the manufacturers to lengthen and alter preventative maintenance schedules.
> Wrote Supplier Warranty Requirements for the company’s Corporate Purchasing Agreements to include services and items excluded by the manufacturers’ standard warranties. Language cited accounted for recovery of an additional $225K of expenses during 2003-2004 fiscal year.
> Increased annual warranty recovery from $600K to $1.5M by focusing on overlooked eligible expenses and negotiating increases in reimbursement labor rates with major vehicle and component suppliers.
National Customer Service Manager
1996 to 2001
Finn Corporation
Cincinnati, OH
> Achieved the company’s lowest average monthly warranty expense by developing a system of metrics to track failure rates. The annual expense was reduced from $135K to $95K.
> Analyzed data to determine trends and worked with engineering, plant management, and purchasing to develop prompt, cost-saving action plans. Obtained a 23% increase in financial recovery from component suppliers by providing product reliability and performance information during contract negotiations.
> Rolled out a National Service Network comprised of 20 independent repair centers to service customers when a full-service dealership was not local.
> Contributed $175K net profit during the manufacturing slow period by introducing an equipment refurbishing service for customers which continues to operate and is now a viable part of the company’s business.
> Verified standard repair times by analyzing data and speaking directly with service personnel. Regularly offered recommendations to engineering that reduced the company’s warranty labor expense and customer downtime.
> Eliminated the most often occurring order errors for service parts by streamlining and simplifying the order and shipping process. A 39% reduction in customer complaints followed.
> Empowered sales personnel to make reasonable customer service and warranty decisions in the field.
Education:
UNIVERSITY OF MICHIGAN, Ann Arbor, MI
Six Sigma Green Belt Certified, 2004
MOREHEAD STATE UNIVERSITY, Morehead, KY
B.A. in Government, Concentration: Legal, 1992
ASE trained in Brakes, Drive trains, and Special Needs Equipment
WARRANTY CERTIFICATIONS COMPLETED:
General Motors, Ford, Freightliner, International Truck and Engine Corporation, Caterpillar, Cummins Engines, Allison Transmissions, Bluebird Bus, Thomas Built Bus, and Ricon Wheelchair Lifts
OTHER TRAINING:
Project Management I and II, Advanced Problem Solving, Diversity in the Workplace
Skills:
Advanced in Microsoft Windows, Word, Visio, Excel, and PowerPoint, Oracle 9.1, AS400, JD Edwards, M-Tab for JD Power Analysis, SAP
Reference:
Available upon request.
Candidate Contact Information:
TheJobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
|
|
|
|
|