Marcos L. Sanchez

Managed comprehensive training initiatives for 130 employees spanning multiple departments.

• Oversaw adherence to company training policies at various levels within each department, organizing year-round training sessions.
• Conducted monthly on-site classes for the services team, tracking technicians progress across 12 product lines.
• Developed and distributed quarterly progress reports to department heads, management, and participants.
• Led the selection process for service technicians eligible for specific training programs.
• Administered the Employee Dealer Portal, ensuring accurate and updated information for staff.
• Handled new hire enrollment and maintained employee records, including role changes and access levels.
• Provided support for troubleshooting access issues, training certification mismatches, role access restrictions, and system-related challenges.

Pioneered an international sales opportunity for construction equipment and parts, negotiating contracts with vendors for optimal pricing structures.

• Redesigned and optimized asphalt plant models for efficiency and environmental adaptability in Latin America, overseeing fabrication, export/import, and on-site assembly.
• Managed a 20-person team in Ahmedabad, India, handling full assembly, testing, and container breakdown for shipping.
• Coordinated transport logistics, expedited import/export documentation, and provided customized modifications and onsite support.
• Supervised assembly support on-site to ensure proper reassembly upon arrival.
• Skillfully facilitated the resale of pre-owned equipment and parts to diverse Latin American clients.

Oversaw the Service department, client relations, service calls, and service staff, ensuring excellent customer satisfaction.

• Managed technicians in the service shop, handling over 100 rented equipment, equipment repairs, and new equipment purchases.
• Cultivated a well-prepared staff by conducting detailed root cause analysis prior to dispatching, scheduling next-day service, and providing technician support for research and planning steps, resulting in high performance and a reduction in return calls.
• Provided technical and troubleshooting support to staff during service calls to ensure customer satisfaction.
• Managed customer inquiries and requests related to service calls, dispatching technicians appropriately.
• Mediated customer complaints requiring management-level escalation.
• Maintained accurate records of all service requests, including resolution times and incurred costs.
• Created and maintained employee work schedules to ensure proper staffing levels for each shift.

Managed Central, South American, and Caribbean regions, providing crucial support to sales departments with a focus on equipment and product line expertise.

• Consulted with various departments to implement modifications in product offerings, tailoring efficient and customized equipment and parts packages for clients.
• Spearheaded overall growth in the region and expanded support to Central America, resulting in relocation to Miami, Florida, as an Agricultural Product Specialist.
• Represented the company in Agricultural equipment expositions in the US and Latin America, organized demos, and provided support to the expo team, actively engaging with clients.
• Responded to a company restructure by temporarily assuming roles as a Service Engineer for New Holland and KOBELCO, as well as a Service Manager for Case Construction.

Oversaw the Latin America territory for CASE, providing technical support to service, sales, and parts distributors.

• Led overall growth in the region, expanding support to Central America and relocating to Miami, Florida, as an Agricultural Product Specialist.
• Supervised service departments to ensure year-round compliance with company service and maintenance policies.
• Developed comprehensive training course content, planning and executing multiple engaging sessions for both employees and clients.
• Initiated a training center in Cali, Colombia, focusing on local sugar mill service technicians and contributing to increased sales of CASE tractors and equipment.
• Created a documentary highlighting the success of CASE tractors within the sugar mills industry, significantly boosting sales and generating interest across Latin America in the machinery's uniqueness, reliability, and excellent performance.

Managed area in Latin America territory for John Deere Intercontinental, providing extensive technical support to distributors in service, sales, and parts departments.

• Directed service departments to ensure consistent adherence to company policies for year-round service and maintenance.
• Promptly resolved escalated customer complaints, maintaining excellent customer relations.
• Organized regular training sessions for technicians to keep them updated on industry best practices.
• Conducted regular check-in team meetings with leaders across distributors to share best practices, align teams, evaluate technicians' efficiency and overall performance, and address needs.