Carlos Rivera
Gilbert,AZ
Summary
Experienced Product Support Representative with a solid background in heavy equipment, client relationship management, and parts & service sales. Skilled at identifying client needs, developing product support opportunities, and recommending solutions that improve equipment performance and minimize downtime. Proven ability to build long term client relationships, grow sales, and work across parts, service and sales team to deliver results.
Overview
22
22
years of professional experience
Work History
Product Support Representative - ISR
Empire Southwest
Mesa, AZ
06.2023 - Current
- Facilitated communication as the primary point of contact for client's equipment support needs, coordinating with Parts, Service, and Sales teams to resolve issues and minimize client downtime.
- Generated client growth through proactive outreach and targeted recommendations for parts, service, GET, maintenance, and support programs based on equipment needs analysis.
- Leveraged equipment population, service history, and client purchasing trends to identify opportunities and develop targeted product support solutions that strengthened client relationships and enhanced retention.
- Promoted Caterpillar and Empire solutions, including CVAs, online parts ordering, inspections, SOS fluid analysis, and other product support offerings to meet client needs.
RETAIL CLIENT SERVICES ADVISOR I & II
Empire Southwest
Mesa, AZ
05.2021 - Current
- Delivered exceptional customer service to clients by leveraging product and service knowledge, creating welcoming environments, and providing effective solutions.
- Coordinated resources to implement agreed-upon repair scopes and facilitate rental and sales discussions with clients.
- Participated in Net Loyalty Score meetings, advocating for clients and promoting positive client relations and experiences.
- Maintained extensive equipment knowledge to provide parts sales at all levels and difficulties
- Operate heavy machinery
SENIOR PARTS SALES EXPEDITOR
Empire Southwest
Mesa, AZ
11.2015 - 05.2021
- Expedited parts orders for both Cat and Allied hydraulic components
- Managed all orders to ensure compliance with required deadlines and cut-off times
- Worked with Planners on ensuring parts are filled when a job is scheduled
- Followed on items not received from CAT depots
- Documented daily activity log for all calls and email communications to track engagement
- Worked with warranty claims office to submit claims
- Maintained product knowledge to support all shops
- Delivered accurate reports to upper management, highlighting key insights and trends
HOSE TECHNICIAN I & II
Empire Southwest
Mesa, AZ
03.2014 - 11.2015
- Assembled hoses and cables with a high degree of accuracy and precision using hand and power tools.
- Trained new assembly personnel in safe and efficient equipment operation.
- Maintained detailed records of production and assembly processes to support quality assurance.
- Monitored inventory to ensure availability of essential supplies.
- Carefully handled daily cash settlements
AUTOMOTIVE TECHNICIAN IV
CarMax
Gilbert, AZ
01.2011 - 10.2012
- Performed repair technician duties in the Service Department, handling all levels of vehicle repairs
- Executed heavy line repairs on vehicles to ensure readiness for sale
- Delivered quality repairs in alignment with company standards
- Ensured 5S Kaizen policies were met
AUTOMOTIVE TECHNICIAN II, III AND IV
CarMax
Oklahoma City, OK
04.2006 - 01.2011
- Conducted comprehensive vehicle inspections to identify leaks, damage, or other critical issues.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Executed repairs and replacements of worn and damaged components across light and heavy vehicles.
- Analyzed customer complaints to determine root causes of malfunctions and recommend solutions.
AUTOMOTIVE TECHNICIAN
Carmax
Henderson, NV
04.2004 - 04.2006
- Troubleshot and diagnosed faults in vehicle systems using OEM-specific code readers and diagnostic tools, ensuring accurate and efficient repairs.
- Repaired and replaced worn or damaged components to restore vehicle performance and safety.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Investigated customer complaints, identifying root causes of malfunctions to enhance customer satisfaction.
Education
Associate of Applied Science - Applied Service Mgmt. And Automotive Technology
Wyoming Technical Institute
Laramie, WY03-2004
Skills
- Product Support
- Parts, Service and GET Sales
- Client Relationship Management
- Sales Growth & Opportunity Identification
- Territory & Account Management
- Technical Troubleshooting
- Equipment diagnostics
- Heavy Equipment & Mechanical Knowledge
- Caterpillar Systems - Sales Link, SIS, SPI, DBS Parts VIZ, GET Parts Expert
- Precision Measuring Tools
LANGUAGES
Spanish, Native or Bilingual
Timeline
Product Support Representative - ISR
Empire Southwest
06.2023 - Current
RETAIL CLIENT SERVICES ADVISOR I & II
Empire Southwest
05.2021 - Current
SENIOR PARTS SALES EXPEDITOR
Empire Southwest
11.2015 - 05.2021
HOSE TECHNICIAN I & II
Empire Southwest
03.2014 - 11.2015
AUTOMOTIVE TECHNICIAN IV
CarMax
01.2011 - 10.2012
AUTOMOTIVE TECHNICIAN II, III AND IV
CarMax
04.2006 - 01.2011
AUTOMOTIVE TECHNICIAN
Carmax
04.2004 - 04.2006
Associate of Applied Science - Applied Service Mgmt. And Automotive Technology
Wyoming Technical Institute