Customer Service Delivery Technician

Summary of Qualifications:

Extensive experience in Sales.

Experienced trainer and instructor on Aerial Products

Aerial Specialist for trade shows and demo’s

Liaison/Regional for OEM aerial sales.

Supervisory experience

Extensive Customer Service Demo experience

Knowledge of Lean Manufacturing and Six Sigma

Computer skills include Microsoft Word, Excel and PowerPoint as well as SparCon, Quote Writer and Fyresoft quoting systems and Epicor and Great Plains MRP systems.

Experienced technician

Spartan Motors Inc.

Ephrata, Pennsylvania

July 2012 to March 2020

Aerial Trainer/OEM Aerial Liaison

OEM Aerial Sales Representative:

oResponsible for the sales of the Smeal and LT brand aerials to 6 OEM’s manufacturers.

oReceive, process and controlled customers purchase orders for new aerials.

oAlso responsible for Contract Administration to these 6 OEM’s which included:

Final Spec review

Chassis specification review

Sale’s Drawing review

Pre-Con Meetings if requested

oTrained OEM dealers at OEM’s yearly sales conferences.

oResponsible for meeting with OEM customers at their locations to help put together specifications.

oHelp facilitate warranty Parts and repairs for OEM’s.

oApparatus Specialist for Smeal and LT brand aerials for OEM’s at national and regional trade shows. As well as doing demo’s for OEM’s

Senior Aerial Trainer for the Smeal and LT brands of aerials:

oResponsible for training of Firefighters in the correct operation of Smeal and LT aerial product lines. (Spartan ER Aerial products till 2016),

oResponsible for training and reviewing contracted trainer’s programs

oMaintenance training for fleet shop Technicians

Created and administered written guidelines for qualifying OEM’s for Aerial Sales.

Contract Administrator for Spartan/LT dealers as well as OEM’s.

oReceive, process and controlled customers purchase orders for new aerials.

oCreate and administer Pre-Con change orders as well as customer requested change orders during build process

oResponsible for creating top level part numbers

Responsible for customer inspections (Both Mid and Final) held at the Ephrata facility.

Quality Assurance person for 2 years along with my other duties.

Created and administered OSHA required training to plant employees. (Both for the ER and Utilamaster divisions.)

“Trouble-Shooter” for customers with aerial apparatus or customer service issues

Spartan Ephrata facility Emergency Response Team member.

Responsible for updating Operations Manuals.

Aerial Specialist for apparatus trade shows and demos

American LaFrance, LLC

Ephrata, Pennsylvania

January 2001 to June 2012

Customer Delivery Technician/Training Supervisior

Oversaw operations of the Training Department

oResponsible for orientation of Firefighters in the correct operation of American LaFrance, LLC product line.

oScheduled and assigned training dates to other trainers

oDesigned and implemented technical classes for Fire Departments, city fleet, EVT and repair technicians on the American LaFrance aerial product line.

Created and administered OSHA required training to plant employees.

Created and administered training program for QA inspectors.

Contract Administration for new customers (2010 – 2012)

“Trouble-Shooter” for customers with apparatus or customer service issues

Aerial Specialist for apparatus trade shows and demos

Trade Show Specialist: Responsible for setting up booths at all corporate Trade Shows.

American LaFrance Ephrata facility Emergency Response Team member.

Arson Safety Technician

Landisville, Pennsylvania

1996 – 1998

Weekends

As part of a team of 18 people, responsible for training Firefighter’s in the proper extinguishment of and safe operations at structural fires at the Fire Department level as well as for the Pennsylvania State 16 hour Structural Burn Session. (State Certified Class)

PROFFESSIONAL ASSOCIATIONS (Past and Current)

National Fire Protective Association (Past)

International Association of Fire Chief’s (Past)

Lancaster County Fire Chief’s Association (Charter Member)

Lancaster County Firemen’s Association

PROFESSIONAL CERTIFICATIONS

Certified Emergency Vehicle Technician F5 – Aerial Ladder Trucks

ASE Certifications: Brakes, A/C Heating.

Numerous Pennsylvania State and National Fire Academy firefighting certifications, and classes.

COMMUNITY INVOLVEMENT

Hempfield Fire Department (Life Member) 1988 - Present

East Hempfield Township Zoning Hearing Board (Vice Chairman) April 2006 – Present

Member of Lancaster County Transportation Implementation and Engagement Subcommittee October 2021 - Present

EDUCATION

York College of Pennsylvania, BA in American History.

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