Derek Houser
Moravia,IA
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 14 years of experience in Agricultural Industry.
Overview
16
16
years of professional experience
Work History
Technical Service Support Lead
Vermeer Corporation
04.2019 - Current
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Tested new software prior to deployment.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer and dealer interactions in C4C system to maintain accurate records.
- Researched and identified solutions to technical problems.
- Mentored team members, providing guidance on best practices and professional development opportunities.
- Conducted regular performance evaluations and provided constructive for team members.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
Senior Technical Service Support Specialist
Vermeer Corporation
04.2019 - Current
- Devised solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction of the ZR5-1200 Self Propelled Round Baler.
- Monitored systems in operation and quickly troubleshot errors.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Researched and identified solutions to technical problems.
- Developed training materials to educate both team members and dealers to properly operate and troubleshoot the ZR5-1200.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Communicated with engineering to verify issues and implement enhancement projects to create a better platform.
- Boosted customer confidence in company products through consistent provision of accurate information during interactions.
- Partnered with sales teams in pre-sales activities such as product demonstrations and customer consultations.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
Service Manager
Sinclair Tractor
10.2014 - 04.2019
- Analyzed service reports to identify areas of improvement.
- Developed service and warranty plans based on broad guidance and direction for executive committee.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Resolved customer complaints in professional and timely manner.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Delivered GPS and advanced farming solutions to customer locations to assist in cutting waste from the customers operation.
Mobile Service Technician
Titan Machinery
04.2012 - 09.2014
- Streamlined diagnostic processes, enabling faster issue identification and resolution.
- Implemented preventative maintenance programs for clients'' equipment to minimize breakdowns and costly repairs.
- Coordinated installation of GPS and advanced farming technology to cut down on waste for customer's farming operations.
- Continuously updated technical expertise through training and professional development opportunities.
- Improved customer satisfaction by providing timely and efficient mobile service repairs.
- Maintained detailed records of all completed work orders, providing transparency and ongoing communication between technicians, supervisors, and clients about job progressions or completions.
- Utilized advanced diagnostic tools to accurately identify issues in various types of agricultural equipment.
- Responded to service requests during and after business hours.
- Read schematics to correctly repair agricultural equipment.
Lean Coordinator
Vermeer Corporation
09.2007 - 12.2009
- Trained team members on lean principles and tools, fostering a culture of continuous learning and improvement.
- Reduced lead times by optimizing workflow, increasing flexibility, and eliminating bottlenecks.
- Responded to business unit managers' requests to improve productivity and increase process competence.
- Improved sustainability by coaching managers and leaders on standards management and policy deployment implementation.
- Updated processes and process maps to improve material flow throughout factory.
- Coordinated cross-functional teams to identify areas for process improvement and implement changes.
Education
Associate of Arts - Collision Technology
Indian Hills Community College
Ottumwa, IA02.2007
Associate of Arts - Welding
Indian Hills Community College
Ottumwa, IA02.2007
High School Diploma -
Moravia High School
Moravia, IA05.2005
Skills
- Customer service expert
- Technical Troubleshooting
- Service Level Agreement Management
- Equipment Repair
- Remote Technical Support
- Customer Relationship Management
- Technical Documentation
- Technical documents comprehension
- Training Materials Development
- Customer Needs Assessment
Timeline
Technical Service Support Lead
Vermeer Corporation
04.2019 - Current
Senior Technical Service Support Specialist
Vermeer Corporation
04.2019 - Current
Service Manager
Sinclair Tractor
10.2014 - 04.2019
Mobile Service Technician
Titan Machinery
04.2012 - 09.2014
Lean Coordinator
Vermeer Corporation
09.2007 - 12.2009
Associate of Arts - Collision Technology
Indian Hills Community College
Associate of Arts - Welding
Indian Hills Community College
High School Diploma -
Moravia High School
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