PACCAR

Position is with Kenworth Division, National Fleet Management group as Senior Technical Advisor to Kenworth’s key accounts. 

Responsibilities include training fleet customers on new and emerging product applications and technology to optimize scaled fleet operational experience. 

Role supports entire Kenworth Sales organization with special focus to key accounts, but supporting all Field Service and Sales team needs for over the road and vocational applications. 

Role focuses on training new technology releases, PACCAR Information Systems, and electronic diagnostic tools to key fleets. 

Responsible for product feedback and Voice of Customer to Product Planning and guiding conversations with key fleets on emerging technology.

Senior Technical Advisor

Role is within PACCAR’s Information Technology Division (ITD) that utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire PACCAR Corporation (includes Kenworth, Peterbilt and DAF brands) with high visibility in the technology sector.

- Responsible for coordinating efforts to manage, maintain, evolve and execute on PACCAR’s Global Aftersales Roadmap. The Aftersales Roadmap is a set of technology related initiatives that will drive PACCAR to an industry leadership position for Parts, Service and related processes. 
- Work across PACCAR to gain alignment on Aftersales initiatives, coordinate requirements with business leaders and lead efforts to define and estimate work for Capital Budget. 
- Lead direct reports team of Business Analysts and Architects who will support the Aftersales Roadmap management
- Develop and maintain a six-year Capital plan for Global Aftersales initiatives
- Create Critical Path Schedules to track global application projects related to Aftersales
- Support a regular global steering committee of Aftersales leaders and periodic workshops
- Lead efforts to define, scope and estimate Aftersales projects for funding approval
- Execute technology selection efforts in support of Aftersales initiatives
- Leverage agile software practices to build project/product backlogs, estimate project size and funding required
- Reports to IT Director of Application Delivery responsible for Aftersales

Manager Global Aftersales Portfolio

Role was within PACCAR's Kenworth Truck Division, supported all PACCAR vehicle brands (Kenworth, Peterbilt, DAF). 
PMO Dept Program Manager is responsible for managing product development in a matrixed organization to meet program objectives, including schedule, scope, budget, communication, and issue management. 
*Coordinates product development program activities across multiple departments at Kenworth, other PACCAR divisions, Purchasing, Supplier Quality, and suppliers.
*Delivers assigned programs on time, on budget, while meeting program objectives. Develops, tracks and manages scope, schedule, budget and risk.
*Effectively communicates up, down, and across the organization, including to Senior Management, escalating issues as needed.
*Maintains assigned programs in the appropriate tollgate phase.
*Writes business plans and obtains applicable approvals.
*Leads efforts to obtain 100% PPAP approval prior to Volume Validation builds. Manages successful production implementation.
*Contributes to department-wide continuous improvement activities.

Program Manager Product Development

California Truck Centers

*Utilize Project Management, Transformational Leadership, and Lean Management skills to initiate successful operation of newly built (July 2021) Heavy Duty Truck dealership
*Approx 35 Direct Reports: diesel technicians, foremen, advisors, warranty admins ($3.6M budget)
*E2E Program Management lead for portfolio of projects related to: employee compensation structure and establishing budgets; process improvements to achieve financial profitability and improve customer satisfaction; personnel recruitment and retention; community outreach and marketing to increase brand recognition; purchase repair equipment, oversee building maintenance
*Identify needs and define long-term and short-term goals while creating a process driven environment utilizing available data and creating new data sources / data analytics where necessary to establish KPIs and drive performance internally, involving external stakeholders and working cross-functionally as needed within the dealership and larger dealership body
*Act as technical expert and trainer for all product repairs, coach diesel technicians in proper warranty repair techniques and troubleshooting

Service Department Manager

Daimler Trucks North America

*Responsible for Aftermarket Parts Sales performance of California District, approx $90M annual
*Conduct operation audits and financial analysis to identify needs based on formal analysis, then
work as E2E Project Management owner in conjunction with senior stakeholders to secure resources
within the Daimler supply chain that ensure maximum product penetration
*Interface with Regional Operations Manager to integrate business plans into comprehensive
performance targets for the network, drive change management and adoption of KPIs
*Regularly call on end customers with dealership stakeholders and provide HQ with ongoing field
intelligence on program effectiveness, training requirements, market trends, end-customer behavior,
and competitive activities
*Acted as data source (SAAS/SQL/Alteryx) and data analytics (Tableau) specialist to the North
American group: created several Tableau Server published workbooks and data sources, and trained coworkers to utilize reports to evaluate trends and create district-specific delta alerts

District Parts Sales Manager

Cheema Freightlines, LLC.

*Lead the Driver Recruiting & Retention team, approx. 20 direct reports
*Design and implement Driver Engagement & Retention program: identify metrics and establish KPIs,
facilitate driver focus groups and quantitative surveys to provide statistical analysis of driver
retention, recommend and implement objectives cross-functionally within all related departments
*Subject Matter Expert and Program Manager for all truck technology data analytics and training:
Safety, Fuel Economy, Fault Code/Breakdown, ELD training and troubleshooting
*Brand & Culture Strategy Program Management: Create / analyze employee engagement survey,
Social Media content creation and mod, Press Release author and seek exposure opportunities.

Director, Driver Engagement & Technology

*Business Development Partnership with dealership stakeholders within AOR (UT/ID/CA) to increase/maintain product penetration, cold call competition branded truck fleet stakeholders
*Perform data analysis on wide array of comprehensive engineering data related to product fuel economy performance and route simulation software, then create improvement suggestions for related driver training, parameter, gear ratio/engine rating, or hardware changes to improve TCO and product performance; E2E Project Management upon stakeholder acceptance of suggestions
*Provide product training for all new and existing Detroit Diesel Powertrain products, technology and analytics usage for dealership salesmen as well as direct with fleets and drivers as requested
*Obtain CDL Class A to move prototype tractor-trailers around the country, as well as provide in-cab training opportunities at events and customer locations

Field Sales Engineer

*Manage and influence business partners for Heavy Duty Truck Dealership repair performance in AOR: OR / WA / CA / ID; manage Portfolio of Projects as related
*Act as cross functional cohesion point between dealership/end customer and internal factory stakeholders with Service Engineering, Technical Call Centers, Engineering, Quality, Warranty, Workshop Literature to improve dealership performance and product penetration
*Coach dealerships to resolve complex technical issues when call centers / literature do not produce Primary Failed Part; act as Technical Subject Matter Expert on all truck and powertrain repairs
*Project Management directly with end customer to ensure maximum uptime via maintenance programs, fault code tracking and analytics, parts availability solutions
*Utilize Six Sigma Lean Management skills to drive Change Management and develop Business Plans for dealership improvement with marked KPIs; Design Thinking specialist for CX Program

District Field Service Manager

*Job shadow/train & support all District Field Service Managers in the Western Region: dealership and customer visits, Project Management for Field Service Product Report (FSPR) liaison between Field Service and Engineering for specific product issues E2E
*Special projects in Data Analytics and C-level Reporting creating Tableau Server reports related to Field Service Policy Spend; created new report to predict emerging issues by policy spend; Great Place to Work survey analysis; fault code analysis to support regional customers; warranty trends analysis; repair facility uptime analysis; other projects as assigned by Director and C-Level

Field Service Analyst

•	Represent the Daimler initiative for customer support excellence. 
•	Field calls from any owner of a Daimler heavy/medium duty on-highway truck. (Dealer disputes, customer feedback, warranty, general questions and specifications.)
•	Coordinate breakdowns for Transporters and Excelerator, ASA, Fleetpack customers. 
•	Process invoices and settle payment for breakdowns as described and applicable above.

Freightliner Technical Support, Level 2

*Call center that supports field technicians and owners in engine repair and diagnostics, software technical support, parts lookup, and more. 
*Support customers and dealers/distributors for engine-related questions about repairs, troubleshooting, software, parts, Virtual Technician, and more.
*High call volume, data entry and processing, maintain electronic information integrity, utilize many different websites and resources to locate answers to technical questions, make changes to mainframe, analyze data log files to determine primary failed part and assist in repair.

Detroit Diesel Technical Support, Level 1

Measurement Technology NW

Rapidly growing business with three separate product lines housed in one location: Measurement TechNW Thermal Manikins, MTNW Line Control Inst, & Engineered Compost Systems. Last position held: remote contract for website development on three separate websites after relocating.

*Created the HR Department: state & federal law employment compliance, hiring and interviews, benefit administration, created safety committee, created handbook, conflict resolution.
*Marketing Support/Technical Writing: literature editing & creation, website (Drupal) maintenance & creation (compostsystems.com, mtnw-usa.com), Social Media management (3 sep Facebook pages), technical writing & editing on press releases, grant proposals, government documents, policies, and manuals/software inserts.
*Finance: AR and order entry & invoicing. Electronic customer file maintenance. Report creation weekly, monthly, yearly.
*Logistics: shipping software implementation; vendor relations, price negotiation. Customs paperwork.

Marketing Support / Technical Writer

Psycho Cycles Inc

Shop owned by Steg Von Heintz, former New York with Indian Larry. 
http://www.flyingpiston.com/bike/2223/schwinn-psycho-cycles-inc
*Repair & Fabrication on all makes and models. Primary function as a mechanic. Machine shop operator on mill/lathe/welder etc.
*Created website, ebay store for parts, merchandise store, & handled all advertising and customer service.

Motorcycle Mechanic

UPS Employee for 8 years, UPS Part-time Management for 5 of those years. Worked in a leadership position with Teamsters as direct reports. LEAN load and safety techniques trainer and evaluator. Transferred with UPS through three states after promotion: Michigan to Arizona to Washington. First position was Revenue Recovery Agent - checked packages for proper charges and adjusted as necessary. Then promoted to Revenue Recovery Supervisor, asked to relocate within Michigan and oversee two remote locations with an hour commute between them. Transferred to Phoenix and became a certified UPS Trainer, in charge of OJS (On Job Skills) evaluating and training new employees loading trailers. Transferred to Seattle and became a certified Cornerstone Trainer, in charge of training all new employees in a classroom setting and following up with OJS Trainers. Promoted to Air Dock Supervisor, in charge of all of UPS' most expensive and timely Next Day Air packages loaded into air cans and DOT/TSA authorized.

•	Lead trainer for all new employees over 5 day workshop covering OSHA safe work methods, UPS lean load methods, UPS ethics and integrity. Continued OJS assessments and training for 30 days per employee. Certified employees for ancillary training such as HazMat, airdock, etc.
•	Revenue Recovery Supervisor for Flint and Saginaw, MI – 20 direct employees. Report generation, presentations for the region, remote administration of Finance Department goals.
•	Last position held: Air Dock Supervisor – 10 direct reports, responsible for all Next Day Air through Seattle, required TSA fingerprint clearance and certification to load airplanes.

Supervisor

Auto Zone

Automotive parts sales, engine and parts diagnostics, customer service, open/close responsibilities.

Sales & Technician

Trust is the most important personal value to me: I want to earn colleague, team and customer trust and maintain that trust through consistent, reliable actions. 

Specialties: 
*Automotive / Manufacturing - well rounded leadership experience in OEM manufacturing with 10+ years in aftermarket customer and product field support, product training and component sales, parts sales business development, and first hand end customer and dealership network experience.

*Continuous Improvement - track record of seeking and implementing innovations, involvement in many projects and initiatives outside of job function. Well trained and experienced utilizing Six Sigma, Lean and Agile methods. 

*Transformational Leadership- experience as a supervisor and trainer for Fortune500 company and department leader with 30-50 direct reports. Team building, recruiting and retention, creating morale that drives performance improvements. 

*Customer Experience - handle sensitive disputes professionally, represent company ethics and brand in field assignments. Trained in Design Thinking and 9 Lean Principles toward delighting customers. 

*Project Management - cross functional engagement to resolve customer, product and/or department issues in structured Six Sigma approach 

*Data - expert trained on Tableau for visualizations and server dashboards, Intermediate with Alteryx data source creation/management. Expert level with Excel. 

*Communication- editing, creation, technical writing, copy writing, presentations and public speaking to large audiences. 

*Logistics- Just under a decade as a UPS supervisor and trainer/facilitator for hub employees across several locations and states. 

"If you can't explain it simply, you don't understand it well enough." - Einstein

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