Experience

• 

  Daimler Truck North America

  • Detroit, Michigan, United States

  • Field Service Analyst

    • Oct 2022 - Present
    • Detroit, Michigan, United States

• 

  CSM Truck - Kenworth

  • United States
  • Truck Transportation
  • 1 - 100 Employee

  • Warranty Administrator

    • Feb 2021 - Oct 2022

    -Responsible for preparation, coding and submission of all warranty claims for full service KenworthDealership in large area market-Reduce unrecovered warranty by over 90% in first year-Support warranty operations in multiple branches while supporting home base-Keep up to date with all warranty policies and procedures including documentation and troubleshooting requirements-Effectively communicate any warranty updates or procedural updates to service office staff and technicians-Finalize and invoice all warranty repair orders and retain all warranty service records as required

  • Warranty Administrator

    • Sep 2016 - Feb 2021

    -Responsible for preparation, coding and submission of all warranty claims for small market full service Kenworth Dealership-Interpret and apply all warranty policies for Kenworth, OEM, PACCAR, Cummins, CAT, and supplier warranty procedures-Assist service department including technicians with all responsibilities including scheduling, estimating, and customer service

• 

  Tri County Equipment

  • Sandusky, Michigan

  • Service Manager

    • Jan 2016 - Sep 2016
    • Sandusky, Michigan

    -Manage service department of John Deere Dealership-Provide repair estimates and invoice or file repairs to warranty as needed-Coordinate delivery of equipment to and from shop for repairs-Schedule repairs for in-shop and in-field repairs

• 

  Cummins Crosspoint, LLC

  • Indianapolis, Indiana Area

  • Central Dealer Support Manager

    • Aug 2015 - Nov 2015
    • Indianapolis, Indiana Area

    -Main point of contact Cummins certified dealerships in the Cummins Crosspoint territory-Provide software support and licensing for Cummins proprietary diagnostic tools-Point of escalation for all of Crosspoint’s beyond warranty consideration-Provide out of warranty troubleshooting assistance to the dealer network for diesel engine, natural gasengines, and associated emissions system

• 

  Cummins Crosspoint

  • Nashville, Tennessee

  • Service Supervisor

    • Dec 2013 - Apr 2015
    • Nashville, Tennessee

    -Schedule and prioritize field and/or in-shop service events for diesel and natural gas engine repairs-Invoice repairs for payment by determining applicable warranty coverage and negotiating policyconsiderations-Work with Cummins Inc service engineering teams to identify and resolve unique or early life failures-Coordinate with Cummins Inc support teams to perform unique repairs for National Account customer-Maintain appropriate inventory on technician vehicles

• 

  Western Express

  • Nashville, Tennessee

  • OnRoad Service Coordinator

    • Sep 2013 - Dec 2013
    • Nashville, Tennessee

    -Support company drivers for all over the road repairs, load shis, DOT violations, and general equipmentassistance for all company vehicles-Coordinate repair events for equipment repairs both in shop and in field-Approve minor repair events and towing-Document all down vehicle events utilizing AS400

• 

  Cummins Inc.

  • United States
  • Motor Vehicle Manufacturing
  • 700 & Above Employee

  • Repair Logistics Support Supervisor

    • Apr 2012 - Jun 2013

    -Supervise customer support team in call center environment-Responsible for training of new hires to RLS including diesel engine and diesel emissions technology-Trained in DMAIC Six Sigma methodology-Manage all escalations for RLS customers and Cummins Field Support teams-Initiated multiple system and process improvements to become more customer focused while improvingemployee efficiency-Team member on three Six Sigma projects to improve Customer Experience and reduce repair event cycle time/dwell time (RECT)-Manage all RLS processes

  • Repair Logistics Support Senior Analyst

    • Apr 2011 - Apr 2012

    -Expedite national account fleet Cummins diesel engine repairs to reduce repair event cycle time-Support On-Highway end user customers through Cummins Care and Infant Care programs-Support Marine end user customers through Cummins MeRL-Collaborate with internal Cummins teams including field support, Warranty, and Parts Sourcing to ensuretimely repairs-Mentoring new hires through the on-boarding and training process-Develop and deliver training modules to RLS and CAC new hires-Approve RLS goodwill policy considerations

• 

  Navistar Inc

  • Warrenville, Illinois

  • On-Command Repair Advocate

    • Jun 2010 - Apr 2011
    • Warrenville, Illinois

    -Contract position in Navistar’s Customer Service Organization as an On-Command Repair Advocate -Support national accounts through MaxxForce 13 diesel engine launch-Provide customers with timely accurate reporting of repair events-Coordinate repair efforts from Navistar’s Parts Identification, Parts Sourcing, and Technical Assistance teams to reduce vehicle down time-Facilitate communication between the repair facility and customer-Review vehicle history advising repair facilities of recent repairs, warranty history, available campaigns, and recalls