Chris Beck
Dearborn,MI
Summary
Results-driven National Zero Emissions Vehicle Service Manager skilled in relationship building and service process optimization. Successfully enhanced customer engagement and satisfaction by implementing targeted communication strategies and analyzing customer needs, leading to streamlined service operations and increased loyalty among EV customers.
Overview
14
14
years of professional experience
Work History
Kenworth National Zero Emissions Vehicle Service Manager
PACCAR
Dearborn, United States
09.2023 - Current
- Analyzed customer needs and market trends to inform service strategies, leading to noticeable gains in service efficiency and customer engagement.
- Implemented effective communication strategies between customers and dealerships, resulting in improved service response times and customer feedback.
- Coordinated with dealership teams to streamline service processes, enhancing collaboration and ensuring timely resolution of customer issues.
- Relationship building between customers and dealerships alike. Fostered strong relationships with EV customers across multiple states, enhancing customer satisfaction and loyalty through tailored support.
Peterbilt Business Field Service Manager (Northern/Central Territory)
PACCAR
Detroit, United States
08.2021 - 09.2023
- Created and executed business plan while communicating company vision and objectives to align and motivate teams.
- Collected customer feedback and made process changes to exceed customer satisfaction goal.
- Completed special projects utilizing decision making, critical thinking, and time management skills to achieve desired outcomes.
- Supported management in developing and implementing personnel policies and procedures to enhance organizational effectiveness.
Kenworth Night Site Manager
PACCAR
Renton, United States
11.2020 - 08.2021
- Supervised Production work processes and adherence to project schedule.
- Ensured compliance with safe operating practices and evaluated operational procedures against industry best practices.
- Interviewed, hired, and trained new workers. Assumed responsibility for personnel deployed to work site.
- Participated in weekly meetings to address safety procedures, compliance issues, and facility maintenance needs.
- Conducted inspections of assembly areas to ensure cleanliness standards were met.
- Managed office administration, including correspondence, filing, and spreadsheet development to enhance organization.
Kenworth Assistant Production Manager Assembly 1 & Frame Floor
PACCAR
Renton, United States
07.2019 - 11.2020
- Identified and planned resources to meet production objectives, ensuring timely project completion.
- Established position requirements and schedules, streamlining production team processes for improved workflow.
- Contributed to company growth by delivering quality customer service to foster growth and retention.
Kenworth Senior Warranty Specialist & Warranty Roundtable Lead
PACCAR
Renton, United States
08.2016 - 07.2019
- Facilitated meetings with OEM warranty council to address and resolve ongoing warranty issues.
- Assessed and verified warranty coverage information for 750 claims weekly, ensuring compliance with corporate standards.
- Conducted warranty audits based on Corporate guidelines.
- Modified, updated and processed existing policies.
- Processed and recorded new policies and claims. Generated, posted and attached information to claim files.
- Detected control gaps in processes and systems through comprehensive research and assessment, leading to targeted improvements.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
PACCAR Parts Customer Call Center/Emergency Breakdown Specialist
PACCAR
Renton, United States
06.2014 - 08.2016
- Provided exceptional customer service by utilizing extensive product knowledge to create welcoming, positive experiences.
- Ensured accurate responses to inquiries by applying advanced product knowledge.
- Analyzed customer requirements to develop tailored solutions for diverse needs.
- Managed inventory levels using PACCAR's logistics systems for efficient operations.
- Coordinated cross-departmental communication to enhance project collaboration and effectiveness.
PACCAR Parts Distribution Associate
PACCAR
Renton, United States
05.2012 - 06.2014
- Received loads, checked merchandise for accuracy, and tagged with warehouse IDs to maintain inventory integrity.
- Documented inventory movements with handheld scanners to support accurate stock tracking.
- Inspected merchandise for damage and discrepancies with documentation.
- Prepared boxes, pallets, and crates for outgoing shipments to ensure timely delivery.
Education
Master of Business Administration - MBA - Project Management
Northwest University
Kirkland, WA05-2021
Bachelor of Applied Science (BASc) - Marketing and Entrepreneurship
Green River College
Kent, WA06-2017
Associate of Business - Business Administration and Management, General
Green River Community College
Auburn, WA12-2014
Skills
- EV technical knowledge
- Electric Vehicles
- Automotive
- Service process optimization
- Process improvement
- Technical support
- Team leadership
- Customer management
- Decision making
- Time management
- Coaching and mentoring
- Customer service
- Relationship building
Websites
Awards
- Recognition of Exceptional Production Management
- Employee of the Month
- Peterbilt Protégé Program
- Kenworth Connections Mentorship Program
Timeline
Kenworth National Zero Emissions Vehicle Service Manager
PACCAR
09.2023 - Current
Peterbilt Business Field Service Manager (Northern/Central Territory)
PACCAR
08.2021 - 09.2023
Kenworth Night Site Manager
PACCAR
11.2020 - 08.2021
Kenworth Assistant Production Manager Assembly 1 & Frame Floor
PACCAR
07.2019 - 11.2020
Kenworth Senior Warranty Specialist & Warranty Roundtable Lead
PACCAR
08.2016 - 07.2019
PACCAR Parts Customer Call Center/Emergency Breakdown Specialist
PACCAR
06.2014 - 08.2016
PACCAR Parts Distribution Associate
PACCAR
05.2012 - 06.2014
Master of Business Administration - MBA - Project Management
Northwest University
Bachelor of Applied Science (BASc) - Marketing and Entrepreneurship
Green River College
Associate of Business - Business Administration and Management, General
Green River Community College