Bradley Cooper
Bangor,ME
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Warranty Manager
Daigle & Houghton Powered By Allegiance Trucks
01.2022 - Current
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Monitor the training programs per manufacturer for new and existing employees, ensuring they quickly acquire the necessary skills and knowledge to excel as technicians within the company.
- Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively.
- Analyzed warranty data to identify trends and areas for improvement in both product quality and servicing procedures.
- Developed comprehensive product knowledge to accurately assess and diagnose reported issues for appropriate solutions.
- Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer''s warranty coverage.
Service Manager
Daigle & Houghton
08.2017 - 01.2022
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Technician
Daigle & Houghton Inc
07.2008 - 08.2017
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Maintained quality assurance and customer satisfaction objectives.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Tested components and systems to evaluate performance and identify concerns.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Mentored junior technicians in maintenance, repair, and reporting duties.
- Served as a reliable point of contact for customers experiencing technical difficulties with their products or systems.
Supervisor
East Coast International
06.2006 - 03.2008
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Technician
Riverview Truck Repair
06.1994 - 06.2006
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Road service calls and maintaining repair orders, parts and completing repairs in timely manner
- Performed duties on equipment including trucks, marine, forestry and industrial equipment.
Education
Diesel Truck And Trailer Technician - Diesel Mechanic
New Brunswick Community College
Moncton, NB06.1994
Skills
- Warranty Analysis
- Operational Efficiency
- Team Management
- Escalation Handling
- Technical knowledge
- Complaint Handling
- Policy Enforcement
- Warranty Administration
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Professional and Courteous
Certification
Master Certified in Navistar in the USA and Diamond Ceritified in Navistar in Canada. Fully certified in all Cummins platforms per dealership profile of products. Fully certified in Western Star and Detroit product ranging from DD platform, Mercedes, Series 60, DT12 transmissions, Chec Electronic System. Caterpillar heavy duty certified. Allison warranty, Cummins warranty, Navistar warranty, Isuzu warranty and technician training. Hold Canadian Provincial/Journey Person Technician License and heavy truck inspection license. Hold Maine State inspection license. Perform all warranty functions and protocols of multiple vendors in warranty: Eaton, Meritor, Wabco, Dennis Eagle, Wabash, Trout River, Isuzu Trucks.
Timeline
Warranty Manager
Daigle & Houghton Powered By Allegiance Trucks
01.2022 - Current
Service Manager
Daigle & Houghton
08.2017 - 01.2022
Technician
Daigle & Houghton Inc
07.2008 - 08.2017
Supervisor
East Coast International
06.2006 - 03.2008
Technician
Riverview Truck Repair
06.1994 - 06.2006
Diesel Truck And Trailer Technician - Diesel Mechanic
New Brunswick Community College
Master Certified in Navistar in the USA and Diamond Ceritified in Navistar in Canada. Fully certified in all Cummins platforms per dealership profile of products. Fully certified in Western Star and Detroit product ranging from DD platform, Mercedes, Series 60, DT12 transmissions, Chec Electronic System. Caterpillar heavy duty certified. Allison warranty, Cummins warranty, Navistar warranty, Isuzu warranty and technician training. Hold Canadian Provincial/Journey Person Technician License and heavy truck inspection license. Hold Maine State inspection license. Perform all warranty functions and protocols of multiple vendors in warranty: Eaton, Meritor, Wabco, Dennis Eagle, Wabash, Trout River, Isuzu Trucks.
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