Carson Knebes
Kalispell,MT
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Western Montana Customer Service Advisor
RDO Equipment
Kalispell, Montana
01.2024 - Current
- Performed administrative tasks such as data entry into internal systems.
- Processed payments accurately according to company policies and procedures.
- Provided feedback from customers to management team for further review.
Customer Service Advisor
RDO Equipment
Missoula, MT
10.2022 - Current
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Consulted with customers regarding needs and addressed concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Maximized revenue by proactively building and managing key customer relationships.
- Processed payments for new orders and replacement parts to meet customer needs.
- Supervised and motivated customer service teams to maximize business performance.
- Contacted customers to service accounts, address issues and propose new offerings.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Diagnosed and troubleshot product issues to enhance customer satisfaction and prevent call escalation.
- Scheduled service repair with field technicians to handle complex, site-specific concerns.
Field Service Technician
Pape’ machinery
Pasco, WA
09.2020 - Current
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Operated hand tools and power equipment according to corporate safety procedures.
- Minimized customer callbacks and equipment failure by reviewing job upon completion.
- Observed field safety protocols to prevent injuries and accidents.
- Communicated with vendors, upper management and peers.
- Mentored and trained new employees on processes, flow and safety procedures.
- Trained customers on equipment after installation.
- Performed annual and preventive system service maintenance.
- Diagnosed and repaired mechanical issues according to industry standards.
- Handled telephone support calls to determine issues and provide solutions.
- Disassembled and reassembled hydraulic, pneumatic and mechanical equipment for inspection.
- Drove and maintained company vehicle, keeping in peak condition.
- Wrote detailed service reports describing work completed, issues and recommendations.
- Explained and recommended service options to customers and detailed costs.
- Calibrated instruments, controls and equipment to test function and evaluate performance.
- Reviewed blueprints and manuals to repair and restore optimal functionality.
- Analyzed equipment data to isolate and diagnose faults.
- Collaborated with team members to assess equipment performance needs.
Field Service Technician
Pape’ machinery
Reno, NV
07.2016 - 09.2020
- Northern Sierra Nevada mountain range foresty field specialist.
- Dispatching, scheduling, order parts and maintaining company service truck.
- I provided professional Dealer troubleshooting and maintenance to John Deere, Morbark, Southstar, Waratah, Quadco, Leeboy and Dynapac.
- Up sold customer on new found issues while servicing/ inspecting machine.
- worked on multiple above surface active gold and copper MSHAW mine sites.
- Welding repairs to buckets and other ground engaging equipment.
Heavy Equipment Technician
Pape’ machinery
Sacramento, CA
07.2014 - 07.2016
- Performed shop repairs in timely and professional manor
- Remove and replace components (engine, transmissions, axles etc)
- Rebuilding hydraulic cylinders and hydraulic control valves.
- Installing new attachments to new machines
- Performing pre delivery inspections before customer receives new machine from factory.
- Creating parts and labor quotes for customer.
Intern Mechanic
Pape’ machinery
Sacramento, CA
07.2013 - 07.2014
- Worked alongside technicians providing regular service, troubleshooting and upgrading equipment.
- Ordered parts, tools and supplies to stock shop and prepare for repair jobs.
- Inspected and test drove vehicles before returning to customers.
- Accessed areas of equipment or vehicle to perform necessary maintenance, including inspecting and performing work in, on or under parts of vehicles and trailers.
- Efficiently completed repair orders to meet factory standards.
- Assisted mechanics with overhaul and repair of transmissions and engines.
- Completed planned and unplanned work orders to quickly bring equipment back to production.
- Conducted test drives before and after repair to check functionality and determine successful repair.
- Used maintenance checklist to document inspection and accurate diagnosis of vehicle issues.
Education
Associate of Applied Science - Heavy Equipment Maintenance Technology
Linn-Benton Community College
Albany, OR07.2014
Skills
- Work order management
- Troubleshooting and repair
- Training and mentoring
- Record keeping
- Quality assurance controls
- Training and development
- Equipment oversight
- Mechanical background
- Troubleshooting and diagnostics
- Following safety practices
- Construction knowledge
- Estimating abilities
- Taking precise measurements
- Prioritization and Time Management
- Verbal and Written Communication
- Understanding Customer Needs
- Transaction Processing
- Multitasking and Prioritization
- Creative Problem Solving
- Data Entry and Maintenance
- Call Documentation
- Customer Service
- Excellent Attention to Detail
- Sales and Upselling
- Microsoft Office
- Computer Skills
- Promoting Brand and Company Identity
Timeline
Western Montana Customer Service Advisor
RDO Equipment
01.2024 - Current
Customer Service Advisor
RDO Equipment
10.2022 - Current
Field Service Technician
Pape’ machinery
09.2020 - Current
Field Service Technician
Pape’ machinery
07.2016 - 09.2020
Heavy Equipment Technician
Pape’ machinery
07.2014 - 07.2016
Intern Mechanic
Pape’ machinery
07.2013 - 07.2014
Associate of Applied Science - Heavy Equipment Maintenance Technology
Linn-Benton Community College