Jim Baldridge
Field Technical Specialist
Hardy,VA
Overview
35
35
years of professional experience
Work History
Technician
Infiniti of Cool Springs
07.2018 - 11.2018
- Responsible for flat rate production
Service Manager
Darrell Waltrip Volvo Subaru
- Responsible for the daily operation of the Volvo Subaru service department
- Duties included managing advisors, technicians, detail department personnel and courtesy drivers
- Responsible for CSI improvement and increasing overall profitability of department
- Worked with District Parts and Service Managers for two brands to accomplish goals and control warranty costs
- Reduced operating costs, increased labor sales and CSI as well as building growing Subaru service business
Field Service Engineer
Hyundai Motor America
10.2008 - 01.2010
- Responsible for resolving difficult technical problems and providing quality feedback to Engineering
- Tasked with a very large market, called on dealers in the entirety of the states of Alabama, Arkansas, Tennessee, approximately half the state of Mississippi, Fort Walton Beach, FL and Pensacola, FL
- Market consisted of approximately 65 retailers
- In addition to technical support to retailers, wrote quality FSE reports for HMA and HMMA engineering
- Represented Hyundai Motor America and Hyundai Motor Manufacturing America to customers and when required, in hearings and arbitrations
- Enhanced retailer's CSI scores and profitability by conducting assessments of service operations, developing action plans, measuring progress, exploiting business opportunities and following up with retailer and corporate management
- Conducted training, special tool and workshop assessments and warranty audits
- Reduced comebacks and buybacks by providing formal and informal training to enhance retailer technician's abilities to fix it right the first time
- Assisted District Parts and Service Managers as well as providing coverage for them in their absence
- Reduced travel expenses by using remote resources whenever possible
Field Technical Specialist
Volvo Cars of North America
Rockleigh, NJ
04.2002 - 08.2008
- Responsible for resolving difficult technical problems and providing quality feedback to engineering
- Performed alleged product failure investigations and generated reports for the Customer Care department
- Represented Volvo to customers, and when necessary, in hearings and arbitrations
- Enhanced retailer's Customer Satisfaction scores and profitability by conducting assessments of service operations, developing action plans, measuring progress, exploiting business opportunities, and following up with retailer and corporate management
- Provided formal and informal training to retailer service departments
- Conducted training assessment, special tool, workshop equipment and warranty audits
- Reduced buybacks and increased customer loyalty by leveraging resources such as Goodwill and Extended Warranties
- Assisted and provided cross-coverage for Aftersales Market Manager
- Managed large geographical market comprised of four states while effectively reducing travel costs
- Prepared and conducted technical update conferences for retailer technicians on a semiannual basis
- Maintained documents and equipment in accordance with ISO 9001
- Thorough knowledge of the TREAD Act
- Submitted travel and expense reports on time and within budget
- Supported five major new product launches
Working Shop Foreman
Darrell Waltrip Honda
Franklin, TN
01.1999 - 04.2002
- Responsible for flat rate production, resolution of difficult technical problems, increasing workshop production and customer satisfaction, maintaining Volvo specific computer network and special tools, training technicians and performing quality control functions
- Increased workshop production by over 20% in the first year
- Developed and helped implement effective comeback tracking, repair verification and quality control processes
- Coordinated with service management and manufacturer aftersales support to maintain positive relations, resolve difficult problems, and ensure compliance with retailer standards
- Volvo International Service Training Award (VISTA) hands on technical competition Finalist in 2000 and 2002
- Recruited, trained and mentored technicians from entry to Master level, one of whom became a Lead Technician and VISTA Finalist
Lead Technician
Volvo of Mobile
Mobile, AL
06.1996 - 01.1999
- Responsible for flat rate production, resolution of difficult technical issues, training technicians, maintaining special tool inventory and service literature, and coordinating technical support from manufacturer
- Instituted policies that increased overall CSI scores from below market average to significantly above, increasing incentive payment received by employer substantially
- Winner of Volvo International Service Training Award (VISTA) hands-on technical competition in 1998
- Recruited, trained and mentored technicians
Lead Technician
Franklin Automotive
Birmingham, AL
06.1993 - 06.1996
- Responsible for flat rate production, resolution of technical issues, training technicians, compiling estimates, specifying and retrieving parts and booking repair orders for independent Volvo specialty shop
- Instituted quality in-house remanufacturing program for engines and automatic transmissions
- Managed workshop production allowing owner to focus on a rapidly growing business
- Trained and mentored technicians and staff
Volvo Technician
Crown Automobile
Birmingham, AL
07.1989 - 06.1993
- Flat rate technician
- Responsible for the maintenance and repair of Volvo automobiles
- Earned Volvo Master Technician and ASE Master Automobile Technician status
Electronic Warfare Signals Intelligence Morse Interceptor
United States Army
11.1983 - 11.1988
- Electronic Warfare Signals Intelligence Morse Interceptor Air Assault and Airborne qualified Morse Code Interceptor serving in both tactical and strategic assignments
- Operated various types of radio direction finding, jamming, and shortwave receiver equipment
- Maintained platoon vehicles and direction finding and jamming equipment during tactical assignment
- Volunteered for and worked for one of the most difficult manual morse missions in the world
- Advanced Individual Training Honor Graduate
- Graduated program designed to take 23 weeks in 17
- Earned Air Assault Wings, Airborne Wings, Special Forces Tab, Army Service Ribbon, Good Conduct Medal, Overseas Service Ribbon, Army Achievement Medal with Oak Leaf Clusters, Army Commendation Medal with Oak Leaf Clusters in addition to numerous Department of the Army Certificates of Achievement from Company and Field Grade Officers
- Company and Battalion level Soldier of the Month and Soldier of the Quarter
- Top Secret SCI Access Security Clearance
- Honorably discharged
Timeline
Technician
Infiniti of Cool Springs
07.2018 - 11.2018
Field Service Engineer
Hyundai Motor America
10.2008 - 01.2010
Field Technical Specialist
Volvo Cars of North America
04.2002 - 08.2008
Working Shop Foreman
Darrell Waltrip Honda
01.1999 - 04.2002
Lead Technician
Volvo of Mobile
06.1996 - 01.1999
Lead Technician
Franklin Automotive
06.1993 - 06.1996
Volvo Technician
Crown Automobile
07.1989 - 06.1993
Electronic Warfare Signals Intelligence Morse Interceptor
United States Army
11.1983 - 11.1988
Service Manager
Darrell Waltrip Volvo Subaru
Similar Profiles
Logan IsbellLogan Isbell
Helper at Infiniti of Cool SpringsHelper at Infiniti of Cool Springs
Alexis GrassiAlexis Grassi
Event Coordinator at Cool Springs Wine & SpiritsEvent Coordinator at Cool Springs Wine & Spirits
Englysh BandyEnglysh Bandy
Surgery Scheduler/Executive Assistant at Vanderbilt Surgery Center Cool SpringsSurgery Scheduler/Executive Assistant at Vanderbilt Surgery Center Cool Springs
Samantha VaughanSamantha Vaughan
NA at Wizard CleaningNA at Wizard Cleaning
Paul ButkiewiczPaul Butkiewicz
Senior Talent Acquisition Specialist at The Kleingers Group (Contract)Senior Talent Acquisition Specialist at The Kleingers Group (Contract)