Eric Whitehead

As a Technical Communicator I am responsible for analyzing and communicating Caterpillar technical product issues involving products and attachments that the company sells and services to customers. I work with and support the Parts, Sales, and Service Departments primarily with Caterpillar Earthmoving BCP and GCI products and some Industrial and Marine Engine products. I work as a liaison between our Company and Caterpillar Product Engineer groups to communicate issues and solutions.

• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Hired, trained and supervised team of service staff members to meet business goals.
• Prepared Service budget for Earthmoving, Marine , and EPG divisions for my store.

• Responded quickly to emergency maintenance requests for timely on-call support.
• Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Reviewed technical documentation to complete equipment maintenance and repair.

• Handled customer complaints and inquiries.
• Assisted with training and development of team members.
• Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
• Managed daily operations of the service department, maintaining a high level of organization and productivity.

• Responded quickly to emergency maintenance requests for timely on-call support.
• Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
• Operated hand tools and power equipment according to company safety procedures.

• Boosted shop reputation, providing exceptional customer service while addressing inquiries and concerns.
• Contributed to the team''s success by assisting in training new technicians on procedures and best practices.
• Streamlined repair processes with effective troubleshooting and problem-solving techniques.
• Collaborated with colleagues to complete complex repairs, promoting a positive work environment and team cohesion.