Omar Santes

I am a seasoned multicultural leader with a comprehensive understanding of manufacturing and strong business acumen. I excel in running multiple projects, leading by example, and motivating employees. Proficient in Quality, Manufacturing Operations, Supplier Development, and Operational Excellence, I have a proven track record of delivering critical projects within aggressive timeframes, leveraging Six Sigma, problem-solving, and risk mitigation.

Successful in implementing operational standards, capacity planning, and quality strategies, I have managed operations across diverse regions.

BOCAR GROUP – Toluca, Estado de México

TOTAL CUSTOMER SATISFACTION MANAGER 10/2021 – 01/2024

Responsible to ensure customer satisfaction by overseeing support, high level of service, and quality complaint monitoring, leading a dedicated team of Engineers; instrumental in implementing systemic enhancements across Bocar Plants to fortify quality systems, collaborating with key functions within the organization.

• Implemented a robust quality complaints management system, reducing sorting cost by $1.7Mio USD and customer charges Recovery by additional $2.6 Mio USD.
• Achieved $1.4 Mio USD in Cost Avoidance by leading systematic enhancements and continuous improvement such as Incoming Quality standardization and implementation of Quality Risk Mitigation.
• Led the development and implementation of the "Customer Intimacy" strategy which positively influenced in awarding $80Mio USD business with strategic customer 

CUSTOMER QUALITY MANAGER NAFTA 02/2019 - 10/2021

I actively managed Customer Quality Satisfaction initiatives for the VW Group in the North America Region. Through strategic Quality Improvement, Cost reduction measures, adept de-escalation leadership, and team optimization, I played a key role in enhancing customer satisfaction, operational efficiency, and performance.

• Achieved a 60% reduction (2.8Mio USD) in sorting costs and customer charges.
• Successfully led de-escalation efforts for two plants, achieving cost avoidance of $1.5 Mio USD.
• Standardized and enhanced flexibility for a team of 13 Resident Engineers, ensuring consistent quality.

PLANT QUALITY MANAGER 11/2017 – 02/2019

In this role, I played a pivotal part in elevating Quality Assurance standards, guiding the successful transition to IATF 16949, and ensuring seamless operations in Quality Operations.

• Led a high-performing team of 14 engineers, fostering a culture of continuous improvement.
• Oversaw Customer Quality activities, ensuring commitment to meeting/exceeding customer expectations.
• Established functional reporting to Global Quality in Germany, enhancing transparency and collaboration.

MANAGER, SUPPLIER TECHNICAL ASSISTANCE 01/2014 – 11/2017

I reflected a comprehensive and strategic approach to supplier quality management, encompassing various disciplines such as APQP, Six sigma and core tools. I also led a multi-cultural team of engineers, driving a culture-mindset of quality and collaboration.

• Coached problem-solving processes for Supplier Process issues, contributing to flawless launches.
• Provided prioritization and leadership for corrective and preventive actions in supplier manufacturing.
• Managed emerging issues from suppliers and Developed risk mitigation strategies to prevent recurrence.

ENGINEER, SUPPLIER TECHNICAL ASSITANCE 10/2010 – 12/2013

• Responsible for executing flawless launches in México and US Regions, overseeing processes such as APQP, run-at-rate, and PPAP to ensure successful product launches at highest level of quality.
• Managed the progression of key suppliers, guiding them towards achieving best-in-class quality.
• Executed the deployment of Ford Specific Requirements, incorporating various tools such as Lean Manufacturing, Green belt, and core tools.

CENTRAL BUYER 01/2008 – 10/2010

• Supported vehicle launches for North America through execution of sourcing strategies.
• Managed purchase orders for 600 parts, achieving savings of $4.5 M USD by optimizing EDT allocations (Engineering Design and Tooling). Recognized for outstanding contributions during the Fiesta Launch.

NEW PROJECTS ENGINEER  06/2006 – 01/2008

Responsible for the planning, execution, and completion of engineering projects efficiently within budget.

Bachelor Degree in Industrial Engineering, Universidad Tecnologica de México, 2007