Boone Sapp
Columbia,MO
Summary
Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with 10 years of experience. Continuous advancement of Cummins engine training. Strive to exceed all of the requirements of day to day tasks. As well as diagnosing and repairing engines to meet the customers needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
In-Shop Technician
Cummins Sales & Service
05.2013 - Current
- Perform troubleshooting and diagnosis on malfunctioning equipment.
- Maintain a high level of mechanical and electrical knowledge.
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
- Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.
- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
- Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
- Test drive vehicles to verify the repair is complete and to keep comebacks to a minimum.
- Engage with the customer to verify complaint and to gather any and all information about the issue at hand.
Sales Associate
Weslake Ace Hardware
06.2011 - 08.2013
- Listened to customer needs and desires to identify and recommend optimal products.
- Built relationships with customers to encourage repeat business.
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Associate of Applied Science - Light Duty Diesel
State Technical College of Missouri
Linn, MO05.2014
Skills
- Mechanical diagnosis and electrical diagnosis
- Works well with others
- Customer service
- Problem solving
- Adaptability
- CDL license
- Extensive Cummins engine training
- Cummins marine and Zeus pod experience
- Generator experience
- EV experience
- Timeliness
- Communication
Certification
- Multiple engine certifications.
- Marine engine certifications.
- Generator certifications.
- EV certifications.
Timeline
In-Shop Technician
Cummins Sales & Service
05.2013 - Current
Sales Associate
Weslake Ace Hardware
06.2011 - 08.2013
Associate of Applied Science - Light Duty Diesel
State Technical College of Missouri
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