CHARLES MAZZA

Business Operations | Technical Support & Service

Offering over 15 years experience in project management, technical support, service delivery and enhancing operational effectiveness.
Hands on experience in swiftly ramping up projects entailing selection of equipment, installation & commissioning of plant equipment/
facilities, and plant layout with mechanical acceptance. Offer proven track record of improving performance of service teams by
implementing insightful approaches as well as proactive policies and procedures. A strong team builder, motivator and facilitator, fostering an
atmosphere that encourages highly talented customer care professionals to balance high-level skills with maximum productivity.
KEY AREAS OF EXPERTISE

Strategic Leadership
Business Systems Implementation
Operations Management
Account Management
P&L
Plant Operations
Planning & Control
Organizational Growth

Best Practices
OEM/Vendor Partnerships
Continuous Process Improvements
Policy Development
Project Management
Change Management
Contract Negotiations/Establishment
Budgeting

Service Delivery
SLA & Metrics Management
Program Management
Kanban/ Kaizen
Workforce Planning
Staff Development and Leadership
Training & Development
Resale of OEM Service Contracts

EXPERIENCE & ACHIEVEMENTS

MT UNIREPAIR: Wilmington, MA
Plant/ Operations Manager

Mar 2013-Apr 2015

Direct and coordinate the execution, establishment of manufacturing operations for Netherlands-based company's first US facility with $2M
budget; measure performance in safety, quality, delivery, and cost. Responsible for Plant production, financial performance, meeting
customer requirements and maintaining the orderly and productive operation of Plant floor activities. Coordinate the movement of repaired
parts and equipment to warehouse location
Projects & Accomplishments:
Led $500,000 facility build out. Coordinated contractors, electricians, and HVAC personnel. Purchased all office equipment and
furniture. Hired 18 repair and warehouse personnel. Opened facility on time.
Consistently met 10-day turnaround from incoming parts for repair to placement in inventory. Reduced turnaround from initial 30 to 10
days through 5S, Kaizen events and continued training.
Increased throughput from 500 parts per month to more than 1,000 by focusing on continuous improvement, including Kaizen events
that reduced waste and maximized efficiency.
Streamlined workflow by implementing a Kanban system and introducing scanners for parts tracking. Additionally deployed 5S and
Lean protocols to facilitate greater efficiency.
Lowered operating costs by $100000 reduction one time and about $5000 per month thereafter reducing on-hand inventory and
improving inventory control processes.
Negotiated OEM and vendor service/repair contracts while achieving customer SLAs.
MORPHO DETECTION INC: Wilmington, MA
Senior Manager Americas Trace Customer Support/Service Center

Dec 2009-Nov 2011

Acted as Single Point of Contact to customer for service/implementation and technical issues. Managed and improved service center
performance, staffing ratio goals, and financial goals. Involved in planning, organizing, and managing all operational activities within the
departments to ensure the Service Level Metrics are met. Implemented continuous improvement initiatives to drive operations and ensure
maximum productivity and efficiencies.
Projects & Accomplishments:

Increased revenues by developing new products and services to meet customer needs, and by formulating optional service and support
contracts.
Saved more than $10,000 per month, while improving service levels, by minimizing overtime and reducing domestic and international
travel 20%.
Decreased repair turnaround times 50%, eliminated legacy issues, and streamlined workflow by implementing 5S methodologies in the
repair depot and formulating new policies and procedures.
Improved internal relationships and project productivity by launching a Lunch & Learn program in conjunction with several crossfunctional teams.
Negotiated OEM and vendor service/repair contracts while achieving customer SLAs.
Built solid relationships with customers, vendors, contract manufacturers and OEMs.
Kingston, NH 03848 603-382-1497 Cmazza0315@yahoo.com LinkedIn URL www.linkedin.com/in/charlesmazza1

Charles Mazza

KERN INTERNATIONAL INC: Grove City, OH/ Kingston, NH

Dec 2007-Apr 2009
National Service Account Manager
Successfully managed operations and sales of High-speed document processing machinery in US and Canada; ensured wide distribution of
products through effective market penetration, brand promotional activities and programs. Administered $2M budget and supervised team of
30-plus field technicians and several site supervisors across the region. Developed and maintained relationships with clients & external
associates and secured repeat business & long term customer loyalty within the industry.
Projects & Accomplishments:

Planned and led establishment of new Bank of America location, including the installation of six machines. Led all customer training.
Completed project on-time and under budget.
Improved uptime at customer sites through better training and by implementing on-site parts inventories.

METACOM GLOBAL INC: North Providence, RI/ Kingston, NH

Jan 2003-Jul 2007
General Manager
Responsible for managing complete P&L operations and identified market share, gauged market dynamics and trends for the growth of the
business. Accountable for verifying operational efficiency levels and implementing various cost control measures for ensuring cost-effective
procurements of indigenous materials while improving bottom-line performance. Managed and developed new revenue opportunities through
existing channels. Oversaw the evaluation, repair, test, and repackaging of used hardware.
Projects & Accomplishments:
Grew monthly revenues from $3,000 to $100,000.
Improved service efficiency by introducing new repair processes saving the company approximately $20k per year
BEACON POWER CORP: Wilmington, MA
Oct 2001-Jul 2002
Engineering Lab Manager
Managed and developed Engineering Lab Infrastructure for manufacturer of 2 and 6 kilowatt-hour flywheel (kinetic-electric) energy storage
unit. Established policies and procedures, managed lab space and related equipment, ensured the lab has the proper infrastructure and
facilities to support power requirements, cable runs, and adequate work-space in a clean, safe environment. Enforced safety and lab
operating procedure compliance and incorporated industry standard practices into lab operations. Maintained backup generator for CATV
and RBOC vertical markets
Projects & Accomplishments:

Directed the complete build out of the lab in accordance with ISO 9000, OSHA, and ISO standards.
Improved quality and efficiency by implementing 5S standards in the Engineering & Repair Lab.
Increased plant safety by spearheading a safety training and awareness program.
Played a key role in preparing the plant for ISO 9000 certification.
PREVIOUS ASSIGNMENTS

AT&T LUCENT TECHLNOLOGIES: N. Andover, MA

Customer Technical Support Engineer

Nov 1989-June 2001

UNITED STATES AIR FORCE: Pease AFB, Newington, NH

Crew Chief
EDUCATION
BS (Technical Business Management) at Southern New Hampshire University, Manchester, NH, 1996
AS in Computer Technology at Northern Essex Community College, Haverhill, MA, 1993
TRAINING & CERTIFICATION
Certificate in Project Management, New Horizons Learning Center
Training in Customer Service, Technical Support, Account Management, Sandler Sales, Miller-Heiman Strategic Sales, Project
Management, and Product Management
Multiple Security Enforcement Trainings and Certifications
MS Office & IT Security Courses at American College of Technology, St. Joseph, MO, 2012
TECHNICAL PROFICIENCY
MS Office, Project, Visio, ACT, Goldmine, Salesforce.com

Kingston, NH 03848 603-382-1497 Cmazza0315@yahoo.com LinkedIn URL www.linkedin.com/in/charlesmazza1