|
|
|
|
| Desired Industry: Customer Service/Technical Support |
SpiderID: 9660 |
| Desired Job Location: Cincinnati, Ohio |
Date Posted: 11/14/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 11-15-06 |
| 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:
Warranty professional seeking a management position.
Experience:
Manager of Warranty and Special Programs Dec 2005 to Oct 2006
Eclipse Aviation
Albuquerque, NM
> Developed and managed a department to financially recover supplier claim costs 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 between the parties.
> Developed and presented formal recommendations for creating and revising policies and coverage extension.
> Researched and approved /or recommended action on denied claims when it could not be handled at the staff level.
> Developed key performance indicators.
> Managed a team of warranty administrators.
> Completed performance reviews, coached, mentored, and gave disciplinary action as required.
Warrantologist 2005 to 2006
Toyota Motor Manufacturing North America
Erlanger, KY
> Analyzed Warranty and Voice of the Customer Data for improving vehicle quality by directing resources to areas of concern.
> Informed the Executives regarding current costs, cost projections, failure issues of the individual Toyota plants and Supplier quality through formal presentations.
> Wrote company 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 in warranty 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 reimbursements.
> 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 reports metrics which determined life-cycle operating costs, 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:
EDUCATION
UNIVERSITY OF MICHIGAN, Ann Arbor, MI
Six Sigma Green Belt Certified, 2004
[A specialized certification which trains one in the identification of a company’s current quality, introducing attainable goals for removing waste by research, problem solving, and resolution to increase the quality of a product of service.]
MOREHEAD STATE UNIVERSITY, Morehead, KY
B.A. in Government, Concentration: Legal, 1992
Skills:
SKILLS
Advanced in Microsoft Windows, Word, Excel, and PowerPoint, Oracle 9.1, AS400, JD Edwards, M-Tab for JD Power Analysis, SAP, and other proprietary systems
ASE trained in Brakes, Drivetrains, 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
Reference:
Professional references available upon request.
Candidate Contact Information:
| Name: Sammie Oney |
|
| Street: |
Phone: 513-404-4568 |
| City: Salyersville |
Fax: - |
| State: Kentucky |
|
| Zip: 41465 |
|
| Web Site: |
|
|
|
|
|
|