Patrick Boothe
Surprise
Summary
Senior Manager with extensive experience in aerospace manufacturing and repair services, specializing in customer support and strategic problem-solving. Demonstrated success in optimizing cash flow and improving service quality standards. Skilled in leading cross-functional teams and driving business development initiatives, resulting in strong relationships and impactful outcomes in high-pressure environments. I am interested in an organization’s leadership strategies, cultural behaviors, and how they influence employee success.
Overview
19
19
years of professional experience
Work History
Sr Manager, Cost/Warranty Optimization & Pricing
Collins Aerospace
06.2024 - Current
- Company Overview: Interiors MRO - Remote, AZ
- Established a robust warranty-decision making process, engaging team members from multiple disciplines: Operations, Product Support, Customer Service, Production.
- Drove standardization across sites and value streams.
- Identified warranty trends and developed/maintained supportive reporting.
- Execution of mutually beneficial value opportunities (NTE, flat rates, volume, SBs, etc.).
- Evaluated high-level AR opportunities for action alongside Customer Service & Finance teams.
- Conducted margin reviews and price/quote auditing to ensure compliance.
- Maintained RAILs, provided progress reports to leadership on a routine basis, with recommendations for change.
- Development and release of routines for pricing execution, including escalation.
- Collaborated internally to mature service bulletin and non-standard pricing methodology.
- Provided proposal analysis/support and served as the voice of MRO for pricing deals.
- Managed the escalation of communications, spares pricing alignment, & contractual pricing database management.
- Interiors MRO - Remote, AZ
Sr Manager, Global Customer Service Administration
Collins Aerospace
09.2022 - 06.2024
- Company Overview: Interiors MRO - Remote, AZ
- Responsible for all site & program duties related to overall customer service.
- Provided support to internal stakeholders regarding customer concerns (VOC).
- Coordinated with MRO organizational leadership to identify business opportunities.
- Managed customer-facing personnel responsible for order management activities.
- Maintained knowledge of the organization and products to provide appropriate information and support to customers.
- Consistently modeled behavior and communications that demonstrate excellence in customer service.
- Cultivated the relationship between the customer and the organization; served as focal for key regional & global MRO customers.
- Supervised teams including all levels of employees, team leaders, and regional managers performing customer service duties to ensure customer expectations are met/exceeded.
- Directional guidance for other CS MRO activities.
- Co-ordinated with customers by telephone, electronically, or in person to ensure delivery of quality services.
- Guided and assisted teams with strategies to manage difficult issues.
- Ensured employees adhered to the organization-wide customer service strategy, policies, and procedures concerning customer communication; recommend site-level improvements where appropriate.
- Monitored and responded to MRO customer service metrics as required for continuous improvement.
- Interiors MRO - Remote, AZ
Program Manager / Sales & Commercial Manager
GKN Aerospace
Phoenix
08.2018 - 09.2022
- Company Overview: Phoenix, AZ
- Drove new business opportunities taking accountability for the commercial viability of each opportunity, while contributing to the growth strategy and execution of our globally integrated aftermarket (multiple site locations).
- Provided commercial leadership & direction for aftermarket customer accounts and interfaced with the customer on all relevant contractual matters. Manages interface to resolve sales & commercial issues and build strong customer relationships. Built and maintained an effective customer & industry network.
- Captured strategies in the pursuit of new opportunities by taking responsibility over an extended capture phase to position the business to win.
- Lead/Managed teams for various projects (short & long term). These included the construction of a new facility with federal certification granted during a pandemic.
- Experienced in managing several areas/departments during high tempo operations. Developed training programs & trained personnel for those departments.
- Supported the execution of the program (including changes) to comply with all the business case and contractual requirements for their products.
- Worked on both MRO & OEM production contracts and aftermarket contracts.
- Responsible for continuously monitoring the performance of the allocated programs, managing off-track items and for reporting progress through the PPS.
- Creates Program Improvement Plans including cost improvement, pricing initiatives, enabling Zero Defects Manufacturing, redesign initiatives, gaining agreement with relevant stakeholders.
- Provided input to make, move, and buy decisions and strategic procurement decisions.
- Acts as the voice of the customer.
- Supported the PD / VP in defining the vision, strategy, budget for the program to optimize cash flow, profitability and growth.
- Actively executes Risk, Issue and Opportunity Management to control and mitigate the risk exposure and take advantage of opportunities.
- Responsible for updating Sales / Demand Plan and initiating demand management for serial purchase orders.
- Responsible for undertaking any other activity required to ensure successful delivery of the program.
- Managed program financial and schedule reporting against budget, operating targets, and providing variance analysis support and action plan development and reporting covering negative variance cost elements.
- Lead Program development and compliance matrices against customer programs and requirement flow downs.
- Provided proactive aftermarket and MRO capture strategies in the pursuit of new opportunities. Encompasses pricing, competition, SWOT analysis and taking responsibility over an extended capture phase to position the business to win.
- Built and maintained effective customer and industry network. Maintain and develop customer program, supply chain / purchasing, engineering, technology and strategy contacts in the field of AM and MRO.
- Collaborated with the Business Line Strategy team to gather and analyze intelligence regarding customers', markets, products, services as well as relevant future trends and drivers.
- Full responsibility for managing proposals at one or more sites/locations ranging from transactional spare sales for the out of production parts to Maintenance Repair and Overhaul (MRO) quotations for integrated systems provided.
- Took the lead role in identifying and managing risk, through contact negotiation, change management, ensuring appropriate pricing and protection is in place. Ensured that the appropriate policies and procedures for successful Commercial practice are adhered to.
- Managed the interface between GKN and its customers to resolve day to day sales and commercial issues and build a strong customer relationship.
- Mentored other members of the Commercial team to increase the knowledge and skill base.
- Ensured effective commercial change management control, pricing, negotiation and contracts are in place.
- Ensured customer overdue debt is minimized and that customers pay in accordance with their contractual obligations and where possible maximize cash flow through contracting arrangements.
- Phoenix, AZ
Quality Compliance Engineer / MRO Team Leader
GKN Aerospace
Phoenix
12.2013 - 08.2018
- Company Overview: Phoenix, AZ
- Maintained a flexible work schedule to meet company & customer needs.
- Became site expert/admin for TipQA (Quality Management Tool) & Net Inspect.
- Proficient in reading & interpreting maintenance manuals, service bulletins, drawings, and other specifications to determine the feasibility and method of repairing & replacing malfunctioning or damaged components.
- Knowledgeable of Federal Regulations.
- Experienced in creating & maintaining Quality Control/Quality Management Systems.
- Provided auditing skills (Planning, preparation, & perform).
- Experience with the inspection equipment and techniques for the article being inspected.
- Ensure compliance with all applicable Parts of the Code of Federal Regulations, manufacturer's specifications and recommendations.
- Direct the work performed under the repair station certificate and ops specs.
- Determine the abilities of the non-certificated employees performing maintenance functions based on training, knowledge, experience or practical tests.
- Ensure appropriate and timely response of corrective & preventative actions.
- Responsible for submitting revisions of the RSM to the Regulatory Authority (RA) for acceptance.
- Responsible for scheduling and conducting management review meetings.
- Responsible for ensuring that the processes for the Repair Station are established, implemented and maintained.
- Be responsible for collecting summary reports and data from the responsible functions and reporting on the Repair Station performance to management.
- Be responsible for ensuring adequate employee awareness of the company's Repair Station Manual and promoting awareness of customer requirements throughout the company.
- As a management review team member, be responsible for completing action items assigned to them at previous management review meetings, information on planned changes that could affect the Repair Station, quality planning needs and activities and recommendations for improvements to the Repair Station.
- Have responsibility to review P.O.s that contain quality clauses other than the standard clauses.
- Be responsible ensuring their employees are trained and competent for the tasks performed in their area of supervision.
- Create and maintain work instructions and forms that meet all the customer requirements for Supplier Self Release.
- Train new Self Release Delegates.
- Maintain the Register of M & M Equipment and associated files.
- Review calibration reports for subcontracted calibration services.
- Ensure that equipment is calibrated against measurement standards that are traceable to international, national, or regulatory standards.
- All employees who handle parts or materials are responsible for preservation of products.
- Be responsible for ensuring the employees doing work under the Repair Station Certificate are trained & evaluated in accordance with the requirements detailed in the Repair Station Manual & the Repair Station Training Program (RSTP).
- Be responsible for reviewing the work to be performed away from location, initiating the work away from location checklist and selecting the lead for the away team.
- Support the Purchase Order acceptance process.
- Verify compliance of company products and delivery documentation.
- Hold the necessary approvals and carry out dispatch signatory activities.
- Support the modification / rework process with updates to delivery paperwork.
- Assist in the final dispatch of parts during shift patterns.
- Carry out customer delegated source inspection where applicable.
- CAA/EASA/Customer approved signatory.
- Review and sign off internal and external FAI's, as required.
- Plan, undertake and report internal and external (as required) product and process audits.
- Act as a Company guide for external audit teams.
- Host Customer audits on responsible projects.
- Support corrective action process.
- Undertake fault investigation (internal and external).
- Review / monitor scrap and concessions for trends.
- Hold MRB authority for review and concession signoff on responsible projects.
- Represent Quality at project CCB's.
- Liaise with customers and suppliers on product quality issues.
- Act as customer point of contact for CARs, returned items and corrective actions.
- Review/answer/process / investigate Customer Complaints through TipQA.
- Strive to improve Customer's quality rating.
- Liaise with Value Stream Managers regarding supporting production quality requirements.
- Review ICY results and disposition.
- Monitor tooling and equipment calibration status.
- Support the review and buyoff of Quality Plans as required.
- Complete applications, undertake new starter induction, monitor and audit company approved operator scopes / stamp holders.
- Carry out Quality Department functions.
- Phoenix, AZ
Security Supervisor
Hospital Shared Services (HSS)
Phoenix
07.2012 - 12.2013
- Company Overview: Phoenix, AZ
- Promoted to Sergeant.
- Oversee security operations at multiple facilities including responsibilities for day-to-day supervision, motivation, coaching and training of officers on site.
- Deployed de-escalation tactics to ensure safety of security personnel, patients, & healthcare providers.
- Protected property against theft, fire, vandalism, or other illegal, unsafe, or unauthorized activities.
- Responsible for ensuring a safe and secure hospital campus.
- Patrolled assigned areas, checking for suspicious activity or safety/fire hazards.
- Investigated and/or reports hazards, unusual or suspicious circumstances to the appropriate leadership personnel.
- Checked doors and windows of buildings to ensure they are tightly closed and locked; notes in written log any unlocked doors/windows; submits information to supervisor and/or manager.
- Escorted people/property to desired destination when monies, documents or safety of property or persons are a concern.
- Respond to alarms and dispatched calls and takes appropriate actions.
- Unlocked buildings/doors after checking identification and compliance with hospital policies.
- Enforced organizational policies (i.e. parking, smoking, badge compliance). Provides training to staff as needed.
- Responsible for assisting in emergency situations.
- Acted as first responder to disturbances/emergencies such as infant abduction alarms, fire alarms, panic alarms, intruder alarms, restraint calls anywhere in hospital or on hospital grounds.
- Responded to urgent security calls immediately, which may require rapid stair climbing, running/sprinting, moving of heavy equipment and other associated tasks.
- In the event of emergencies, I took charge of maintaining order, safety and protecting personnel and property.
- Some activities involved interacting with and controlling hostile, belligerent, aggressive individuals involving some element of danger or risk of injury.
- Subdued resisting, aggressive, combative and distressed individuals and when ordered by proper medical authority and in compliance with hospital policy/procedure the application of appropriate restraint equipment to prevent injury to individuals or others.
- Assisted law enforcement officers and leadership with protection details, crowd control, and surveillance at large public events.
- Assisted in providing security for mass casualty events including setting up Decon equipment.
- Responsible for investigating and/or documenting incidents.
- Documented policy violations in citations or emails.
- Maintained a daily log of activities.
- Provided and relays information as directed.
- Responsible for completing required training and annual in-services.
- Lead security department training and continuing education programs including, but not limited to, Nonviolent Crisis Intervention Techniques, Self Defense Tactics & Techniques leading to certification in the use of specialized equipment as a brand ambassador for the company.
- Assisted any person on campus grounds needing direction or campus information.
- Assisted other departments with helping guests while they are otherwise detained.
- Phoenix, AZ
Fixed Wing Aircraft Mechanic
United States Marine Corps
San Diego
02.2007 - 01.2012
- Company Overview: San Diego, CA
- Navy & Marine Corps Achievement Medal, Afghanistan Campaign Medal, Certificate of Accommodation, Letter of Appreciation ISAF Military Police.
- Managed 40+ personnel as a Collateral Duty Inspector & Work Center Supervisor, ensured proper compliance will all directives & bulletins while maintaining accurate documentation of tasked performed during conflict operations. Directed multifunctional field service teams in hostile environments.
- Assisted/Directed on-site field service teams with manufacture directed rework and upgrade of AE2100D3 of power plant gearbox assemblies.
- Performed troubleshooting, repair, and routine maintenance on KC/C-130J complete propulsion and fuel systems.
- Skilled in the troubleshooting, inspection, repair, and production of the Dowty R391 propellers.
- Four years maintenance experience on the KC/C-130J aircraft.
- Skilled in principles and processes for providing customer service. This includes customer needs, assessment, meeting quality standards for services, and customer satisfaction.
- Capable of working independently, efficiently and effectively during high tempo operations.
- Ensured proper compliance with all directives and bulletins and accurate documentation of all aircraft inspection / maintenance tasks performed.
- Proficient at reading and interpreting maintenance manuals, service bulletins, and other specifications to determine the feasibility and method of repairing or replacing malfunctioning or damaged components.
- San Diego, CA
Education
Some College (No Degree) - Organizational Leadership
Arizona State University
Tempe, AZHigh School Diploma -
Floyd County High School
Floyd, VASkills
- Customer support principles
- Customer needs assessment
- Service quality standards
- Onsite assistance
- Customer satisfaction
- Debt management strategies
- Cash flow optimization
- Strategic problem-solving
- Business development
- Interpersonal communication
- Negotiation techniques
- Organizational communication
- Leadership skills
- Personnel management
- Conflict resolution strategies
- Reporting and analysis
- Work delegation
- Forward planning
- Resource allocation
- Information management
- Metric development and monitoring
- Presentation of metrics
- Independent work ethic
- Operational efficiency
- Operational effectiveness
- Microsoft Office proficiency
- ERP systems expertise
- Adobe Pro skills
- Clifton Strengths assessment
- EZRA coaching techniques
- Customer-centric approach
- Trust-building skills
- Influence and persuasion techniques
- Results-driven mindset
Timeline
Sr Manager, Cost/Warranty Optimization & Pricing
Collins Aerospace
06.2024 - Current
Sr Manager, Global Customer Service Administration
Collins Aerospace
09.2022 - 06.2024
Program Manager / Sales & Commercial Manager
GKN Aerospace
08.2018 - 09.2022
Quality Compliance Engineer / MRO Team Leader
GKN Aerospace
12.2013 - 08.2018
Security Supervisor
Hospital Shared Services (HSS)
07.2012 - 12.2013
Fixed Wing Aircraft Mechanic
United States Marine Corps
02.2007 - 01.2012
Some College (No Degree) - Organizational Leadership
Arizona State University
High School Diploma -
Floyd County High School