Manager Customer Service
Resume:
Timothy Stear
*********@*****.*** www.linkedin.com/in/tim-stear
Professional Summary
Management professional with several years of product support experience in positions with increasing responsibility, effective at building highly-motivated teams, and leading cross-functional teams in a fast-paced environment. Strong background in leadership, project management, process improvement and data analysis. Results driven, customer focused, self-motivated leader with outstanding analytical, planning and facilitation skills; excellent interpersonal and written communication skills. Certified in Caterpillar’s Management for the 21st Century. He will utilize his customer service, training and management skills to provide the best service possible for the end customer and to improve the sale of products.
Professional Experience
Warren CAT. Oklahoma City, OK 2017 – 2019
Technical Services Manager
(lay off due to restructuring)
Managed five product support groups, TC (Technical Communicators), Service Training, Warranty Administrations, CSA (Customer Service Agreements), and Cat Connect
Managed budgets for all five groups approx. $5M per year
Tech Wars team member and skills development
CSP (Career Skills Program) Military/Warren CAT program to develop Military personnel for shop environment
Service Letter Management for all Engine Product under Warren CAT
ISO9000 Manager
Prime Store team member
Service Excellence Champion for PSD (Power Systems Division)
Cat Connect Champion for PSD (Power Systems Division)
TCDP-A (Technician Career Development Plan-Accreditation) Champion for PSD (Power Systems Division)
Timothy Stear *********@*****.*** Page Two
Caterpillar Inc. Peoria, IL 2006 – 2016
Product Support Manager
(lay off with over 10,000 job cuts)
Managed twenty-four product support service engineers that investigated and resolved dealer/customer product issues and supported new product introductions.
Managed the number one commercial issue for Caterpillar with daily updates to upper level managers and bi-weekly updates to Vice Presidents.
Provided leadership and guidance to Worldwide Parts team on parts inventory to support dealer network with 24/7 support on commercial issues.
Managed $50M+ warranty support programs on product issues
Managed global product support resource assignments across India, China, U.K., Singapore, Australia and the U.S.
Developed “Across the Table” alignment with global product support resources and the Global Caterpillar Dealer Network.
Cross-trained service engineers and product support managers.
Ran monthly quality reports, data analysis, parts sales, parts kitting and warranty reports, looking for trends and product related issues.
Provided daily reports on commercial issues and presented monthly quality material and reports to upper level managers.
Managed $5M annual budget to support dealers and customers and new product introduction programs.
Liaised between customers and internal departments to address product related issues.
Caterpillar Inc. (Continued)
Product Support Supervisor 2004 – 2006
Supervised ten service engineering employees and created environment which encouraged continuous process improvement for on-highway truck product issues.
Managed one of the top commercial issues for Caterpillar On-Highway Truck Program
Managed $30M+ of warranty support programs for on-highway truck engines.
Liaised between customers and internal departments.
Utilized continuous process improvement tools to manage product problems.
Ran statistical reports and provided upper management weekly updates on product issues.
Managed the New Product Introduction support for the 2007 On-Highway Truck Program.
Ran the field follow program, documented all product problems, worked with engineering teams to resolve problems, developed repair procedures, developed parts kits, provided quality/reliability data and provided daily updates to upper level management team.
Product Support Team Lead 2002 – 2004
Team lead in Call Center supporting Caterpillar Dealers.
Trained employees on answering and responding to dealer phone calls on product related problems.
Ran weekly progress reports and metrics on call volumes; and prioritized product problems in three different levels based on severity of issue.
Timothy Stear *********@*****.*** Page Three
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Travelled to dealer locations to train personnel on the call center program, processes, procedures, tools and metrics.
Prior positions as Service Engineer-Marine Products; Warranty Analyst.
Additional Relevant Experience
S&K CHEVROLET, Peoria, IL
Automotive Technician
Education
High School Diploma, Farmington High School, Farmington, IL
Additional Training/Certification
Certified in Management for the 21st Century
The OZ Principle Leadership Training
Effective Management Training
Effective Leadership Skills Training
Multiple Leadership Training courses through Caterpillar internal training programs
Warren CAT/Caterpillar FlagShip Leadership Training
Activities
Mentor program with several mentees
St. Jude Run and Ride to raise money for the children of St. Jude
Board of Trustees President, Vice President, and Board Member for Church
President, Vice President and member of Endowment Funds for Church
President, Vice President, and member of Athletic Booster Club – Dunlap High School
Dunlap Days Committee member for 10 years
Habitat for Humanity
WCIC Volunteer
House of Healing Volunteer
Life Church Hospitality Leader
Contact this candidate