Alex Whitten
Amelia,USA
Summary
Seasoned Product Support Manager with a comprehensive background in product management and customer support. Possess substantial experience in identifying opportunities for product improvement, solving complex technical problems, and leading cross-functional teams. Known for strategic planning abilities, communication skills, and ability to maximize customer satisfaction levels. Previous work has consistently resulted in improved department development and enhanced customer experiences.
Overview
14
14
years of professional experience
Work History
Product Support Manager
Ohio Cat
Richwood, KY
11.2023 - Current
- Identify opportunities for enhanced service by assessing customer data
- Train new employees on product knowledge and customer service standards
- Conduct regular performance reviews for team members and provided constructive feedback as necessary
- Develop effective initiatives to boost customer loyalty
- Ensure compliance with company policies related to product support operations
- Participate in strategic planning sessions focused on improving customer experience
- Coordinate cross-functional efforts between departments such as sales, marketing, engineering., to ensure successful delivery of product support services
- Oversee 4 supervisors ensuring effective management of 48 team members in parts, service, rental, and sales
- Support and Manage Supervisors to help growth, adaptation, and success for the company
Field Service Supervisor
Ohio Cat
Richwood, KY
11.2020 - 11.2023
- Director of the Safety Committee to ensure all rules, regulations, OSHA standards, and Ohio CAT policies are followed
- Increased shop contamination control score from 4-star to 5-star in 2024
- Trained in life-saving techniques through Red Cross CPR/AED program
- Oversaw operations utilizing AS400 (DBS), Service Link, Uptake, Power BI reports, and Coda financials in North Kentucky
- Maintained Company set budgets to hit targeted KPI's for our P/L statements
- Generated notable increase in overall gross profit reaching 32% growth by year-end 2023
- Adapted swiftly to organizational changes for seamless information dissemination
- Chosen participant in exclusive Caterpillar Indianapolis District Flagship program from a pool of 490 employees
Maintenance Shop Supervisor
View Inc.
Olive Branch, MS
09.2019 - 09.2020
- Managed all work using CMMS system and Power BI programs to maintain all equipment in one million square foot factory
- Oversee workflow through the maintenance shop and manage communication with operations
- Organized service routines to maintain all essential equipment
- Conducted hiring, performance management, and employee training for eight direct technicians
- Supervised parts room with approximately 500k inventory, negotiate with vendors on parts pricing as well as labor pricing
Heavy Machinery Shop Foreman
Memphis Mill Service
Memphis, TN
10.2017 - 09.2019
- Diagnosed, repair and maintain all heavy equipment using manufacturer manuals including, Wheel loaders, Cable Cranes, Excavators, Backhoes, Pot Carriers, Dozers, etc
- Abide by all safety protocols for OSHA, ANSI, and all other levels provided by the company
- Utilized all hydraulic, electrical, and air schematics to properly maintain equipment
- Responsible for ordering parts and maintaining maintenance inventory while complying with budget
- Met site goals by efficiently delegating work to others through creating work orders, use of work schedule calendar, and verbal communication
- Maintained professional relations with vendors and external services
Heavy Machinery Technician
TMS International
Calvert, AL
01.2017 - 10.2017
- Diagnosed and repaired CAT wheel and track loaders, excavators, Kress machines, Terberg trucks, MAC trucks, Grapple cranes, Skid steers, Teller handlers, Euclids, Man lifts, Forklifts, trailers, etc
- Conducted pre-operation inspections to ensure machinery is in working order
- Document all repairs and procedures used to complete tasks
- Ability to complete tasks independently and cooperatively in a team environment
- Utilized time management skills to work in a fast paced, high stressed environment and complete all assigned projects in a timely, appropriately prioritized fashion
- Removed and repaired all hydraulic components including fabricating hydraulic hoses
Petty Officer/Supervisor
United States Coast Guard
USA
12.2011 - 01.2017
- Highly knowledgeable in repairing all electrical DC circuits
- Manlift certified, operate all equipment to check repairs after complete, and operate overhead traveling crane
- Highly skilled maintenance on MTU, Fairbanks Morse, Volvo, Yanmar, Mann, Cummins, Caterpillar, Honda outboard, Yamaha outboard, Mercury engines
- In depth knowledge of principles of internal combustion engines, HVAC, pumps, valves, piping, electronics, tools, and equipment
- Proficient in interpreting manuals and maintenance sheets, and drawings
- Removed and replaced inboard and outboard engines, water pumps, cylinder heads, coolers, cylinder liners, gaskets, clamps, fuel racks, fuel injection pumps, and all other equipment
- Supervised four direct reports for daily preventative maintenance service, duty assignments, and daily work activities
- Managed team with quarterly reviews to direct growth for team members
- Boarding officer for a team of five leading the law enforcement group to maintain commercial fisherman vessels in federal waters to ensure all rules, laws, and regulations are being abided by
Work Order Administrator
Valley Asphalt Corporation
Cincinnati, Ohio
11.2010 - 11.2011
- Prepared work orders for heavy equipment repairs
- Organized work order jobs to bill for repairs using excel spreadsheet
- Maintained all work orders after repairs were completed
- In constant contact, with all vendors for all parts and repairs being performed
Education
Certification - Internal Combustion Engines, Hydraulics, Refrigeration, AC systems, Governors, and Engine Control Systems
Machinery Technician School
Certification - Automotive Technology Mechanics
Live Oaks
High School Diploma -
Milford High School
Some College (No Degree) - Mechanical and Maintenance
Thomas Edison University
Some College (No Degree) - General Coursework
University of Cincinnati
Skills
- Organizational Skills
- Team building
- Professional Demeanor
- Project Management
- Time management abilities
- Business intelligence tools
- Customer Retention
- Sales strategy development
- Product Knowledge
- Effective Communication
- Goal Setting
- Continuous Improvement
- Business Development
- Strategic Planning
Timeline
Product Support Manager
Ohio Cat
11.2023 - Current
Field Service Supervisor
Ohio Cat
11.2020 - 11.2023
Maintenance Shop Supervisor
View Inc.
09.2019 - 09.2020
Heavy Machinery Shop Foreman
Memphis Mill Service
10.2017 - 09.2019
Heavy Machinery Technician
TMS International
01.2017 - 10.2017
Petty Officer/Supervisor
United States Coast Guard
12.2011 - 01.2017
Work Order Administrator
Valley Asphalt Corporation
11.2010 - 11.2011
Certification - Internal Combustion Engines, Hydraulics, Refrigeration, AC systems, Governors, and Engine Control Systems
Machinery Technician School
Certification - Automotive Technology Mechanics
Live Oaks
High School Diploma -
Milford High School
Some College (No Degree) - Mechanical and Maintenance
Thomas Edison University
Some College (No Degree) - General Coursework
University of Cincinnati
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