Derek Houser
Moravia
Summary
Professional support leader with experience and readiness for this role. Known for strong team collaboration and adaptability to changing needs. Skilled in problem-solving, communication, and managing support operations. Reliable and results-driven, ensuring optimal team performance and customer satisfaction. Offering 19 years of experience in the Agricultural Industry.
Overview
18
18
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.
- Thoroughly reviewed and processed all types of warranty claims.
- Work as a contact between an engine manufacturer, engineering, and product support.
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.
- Streamlined support processes for increased efficiency and faster response times.
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
02.2007
Associate of Arts - Welding
Indian Hills Community College
02.2007
High School Diploma -
Moravia High School
05.2005
Skills
- Customer service expert
- Technical Troubleshooting
- Service Level Agreement Management
- Equipment Repair
- Remote Technical Support
- Customer Relationship Management
- Technical Documentation
- Training Materials Development
- Customer Needs Assessment
- Team management
- Escalation handling
- Feedback management
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 - Welding
Indian Hills Community College
High School Diploma -
Moravia High School
Associate of Arts - Collision Technology
Indian Hills Community College
Similar Profiles
Donald TiskevicsDonald Tiskevics
CORPORATE ACCOUNT MANAGER – INFRASTRUCTURE & PIPELINE at Vermeer CorporationCORPORATE ACCOUNT MANAGER – INFRASTRUCTURE & PIPELINE at Vermeer Corporation
Dalton WaddellDalton Waddell
Quality Engineering Technician at Vermeer CorporationQuality Engineering Technician at Vermeer Corporation
Darrick RosadoDarrick Rosado
Machine Operator at Vermeer CorporationMachine Operator at Vermeer Corporation
Benjamin JankeBenjamin Janke
Certified Pharmacy Technician at Kinney DrugsCertified Pharmacy Technician at Kinney Drugs
Tamara Valverde FallasTamara Valverde Fallas
Library Student Assistant at Library of Agri-Food Sciences of the University of Costa RicaLibrary Student Assistant at Library of Agri-Food Sciences of the University of Costa Rica