Dustin Ebert
Surprise,AZ
Summary
Customer Service Specialist with 25 years in refuse and heavy truck service, progressing from technician to account manager. Recognized for innovative problem-solving and effective resolution of customer complaints, leading to enhanced service quality. Expertise in electrical troubleshooting and team training has significantly increased customer satisfaction. Proven leadership skills drive efficiency and excellence in technical support, reflecting a strong commitment to the industry.
Overview
25
25
years of professional experience
Work History
Senior Service Technician
Battle Motors
Phoenix, AZ
09.2024 - 06.2025
- Resolved escalated service-related customer complaints to increase satisfaction.
- Diagnosed, repaired, and tested malfunctioning components for prompt resolutions.
- Collaborated with engineering to create solutions for field service challenges.
- Utilized diagnostic software and specialized tools for thorough system performance analysis.
- Conducted regular inspections to proactively identify potential issues.
- Cultivated strong customer relationships through high-quality workmanship.
- Developed training materials and instructed junior technicians on repair processes.
- Traveled 90% of the time to dealer and customer locations for field repairs and training.
National Account Service Manager
Battle Motors
Phoenix, AZ
09.2023 - 09.2024
- Investigated customer complaints to resolve field quality control issues.
- Utilized problem-solving techniques to identify root causes of technical problems.
- Served as point of contact for escalated customer inquiries needing special attention.
- Ensured prompt resolution of inquiries via phone, email, and chat support.
- Collaborated with senior management to design strategies that improved service quality.
- Conducted training sessions for dealers and customers on new products and services.
- Coordinated across departments to resolve complex problems involving multiple teams.
- Assisted with Body Company integration, wiring, and programming to achieve optimal customer results.
Regional Service Manager
Battle Motors
Phoenix, AZ
02.2023 - 04.2024
- Facilitated resolution of conflicts among technicians, clients, and regional personnel.
- Guided best practices for managing challenging customer service cases.
- Delivered technical support to field customers and addressed escalated issues.
- Scheduled onsite visits to ensure technicians met quality standards.
- Identified staff training needs to uphold high quality standards.
- Recruited and trained new employees to fulfill job requirements.
- Resolved complex customer inquiries and complaints requiring management escalation.
- Reviewed completed work for consistency, quality, and conformance.
National Account Service Manager
Rush Refuse, Remote/ Phoenix
07.2017 - 10.2022
- Managed Customer Truck Down Site to maximize uptime
- Evaluated incoming sales leads and requests for technical support assistance, to aid in truck sales
- Provided on-site customer dealer support and electrical/technical training
- Traveling to perform Sales Calls on-site to promote truck sales, offering dealer and OEM support
- Assisted with Body Integration development and support
- Trained Body Companies with OEM integration to function properly
- Assisted dealer and customer technicians with trouble shooting repairs remotely and on-site when needed
- Worked with OEM and Customer to develop solutions for campaigns, customer issues, and chassis improvements to limit failures and downtime
- Assisted with EV integration into the OEM wiring
Dealership Technical Support Representative
Rush Truck Center, Phx
10.2016 - 07.2017
- Training dealer personnel to increase productivity
- Evaluated incoming sales leads and requests for technical support assistance, to aid in truck sales
- Provided on-site customer dealer support and electrical/technical training
- Facilitated function and operations of 50 laptops, repairing issues, software installs, software updates, and licensing
- Moved into a multi dealer support role to assist other dealerships in our region and customers
Shop Foreman
Rush Truck Center, Phx
04.2016 - 10.2016
- Directed daily operations of technicians and shop professionals
- Guided and determined the correct repair plan for all jobs
- Trained and coached technicians to improve performance and skills
- Improved performance and productivity for the shop
- Updated customers on repair status
Lead Tech/Mentor
Rush Truck Center, Phx
10.2014 - 04.2016
- Trained technicians with advanced trouble shooting
- Mentored a group of technicians selected to learn more electrical and technical trouble shooting skills
Lead Technician
Rush Truck Center, Phx
07.2006 - 10.2014
- Assisted other technicians with technical support
- Troubleshooting abnormal electrical/technical issues
- Communicated with customers on technical information as needed
- Worked with OEM engineering on technical issues with newly developed problems and test trucks
- Foreman on Saturday crew prior to moving to weekdays
Service Technician
Rush Truck Center, Phx
07.2000 - 07.2006
- Quick Care Center performing truck maintenance repairs
- Performed New and Used truck inspections and repairs
- Quick Care night shift Lead Tech
- Participated in OEM Dealer training
- Became an ASE Master Heavy Duty Technician
Education
Associate of Arts - General Business
Glendale Community College
Glendale, AZ05.2004
Skills
- Skilled Diesel Technician
- Highly skilled electrical/technical troubleshooter
- Excellent Attention to Detail
- Photographic memory
- Leader
- Team Training tailored to each technician's skillset
- Training Material Updates
- Innovative problem solver
- Customer Complaint Resolution
- Customer Service and Assistance
- Provide detailed feedback
Accomplishments
- Competed in the Rush Tech Skills Rodeo from 2007-2016, winning Heavy Duty Champion in 2007 and Medium Duty Champion in 2015, along with many runner-ups and preliminary wins throughout the years
- Developed the addition of a roof top A/C unit working in conjunction with the factory OEM units for all OEM's and all model chassis
Timeline
Senior Service Technician
Battle Motors
09.2024 - 06.2025
National Account Service Manager
Battle Motors
09.2023 - 09.2024
Regional Service Manager
Battle Motors
02.2023 - 04.2024
National Account Service Manager
Rush Refuse, Remote/ Phoenix
07.2017 - 10.2022
Dealership Technical Support Representative
Rush Truck Center, Phx
10.2016 - 07.2017
Shop Foreman
Rush Truck Center, Phx
04.2016 - 10.2016
Lead Tech/Mentor
Rush Truck Center, Phx
10.2014 - 04.2016
Lead Technician
Rush Truck Center, Phx
07.2006 - 10.2014
Service Technician
Rush Truck Center, Phx
07.2000 - 07.2006
Associate of Arts - General Business
Glendale Community College
Similar Profiles
David InnisDavid Innis
Chassis Design Engineer at Battle MotorsChassis Design Engineer at Battle Motors
Geoffrey JansenGeoffrey Jansen
SVP Battle Production Systems at Battle MotorsSVP Battle Production Systems at Battle Motors
Nicole MooreNicole Moore
Assembly Technician at Battle MotorsAssembly Technician at Battle Motors
Michael StewartMichael Stewart
Housekeeping Aide at Central Arkansas Veteran Health SystemHousekeeping Aide at Central Arkansas Veteran Health System
Aleata LeRoyAleata LeRoy
Reservation Agent at World Travel HoldingsReservation Agent at World Travel Holdings