MARK RIGGS
Athens,TN
Summary
Results-driven leader with 30 years of experience in manufacturing, specializing in aluminum and stainless-steel trailers. Proven expertise in quality management, warranty administration, and lean manufacturing, achieving a 17% reduction in warranty costs and a 53% decrease in delivery warranty costs. Proficient in AutoCAD, ISO 9001 auditing, and ERP/MRP systems, with a strong focus on data analysis and technical service coordination. Accomplished in driving sales growth and enhancing customer satisfaction through effective team leadership and strategic account management.
Overview
30
30
years of professional experience
Work History
Director of Defense Programs
Heil Trailer International Co.
Athens, Tennessee
10.2025 - Current
- Managed existing defense programs, ensuring compliance with regulations and performance metrics.
- Quote new defense business opportunities to drive growth and expand market presence.
- Oversee quoting and development processes for foreign military sales, optimizing project timelines.
- Conduct regular meetings with department heads to review progress on strategic initiatives.
- Facilitate collaboration between teams by encouraging open communication channels.
- Collaborated with senior leadership to set long-term objectives for the defense segment of the company.
Director of Strategic Accounts
Heil Trailer International Co.
Athens, Tennessee
05.2022 - 09.2025
- Developed strategic relationships with key clients across various industries.
- Analyzed market trends to identify opportunities for client growth and engagement.
- Coordinated account management strategies to optimize client satisfaction and retention.
- Facilitated regular meetings with clients to discuss needs and address concerns.
- Oversaw key account relationships by gaining in-depth understanding of needs and interacting directly with key clients.
- Identified areas of improvement in existing processes and developed solutions to address them.
- Managed the relationships between clients and internal stakeholders.
- Nurtured professional relationships through personal client meetings and consistent check-ins.
Director of Quality Systems and Warranty
Heil Trailer International
Athens, USA
01.2021 - 04.2022
- This role is a combination of director of quality systems and director of technical service & warranty.
- This role serves as a corporate level manager for warranty and advisor/facilitator/coach to plant quality managers and integration of warranty and quality management into a cohesive system.
- Led quality assurance initiatives to improve product standards and compliance.
- Developed and implemented quality control processes across manufacturing operations.
- Analyzed data trends to identify areas for quality improvement across products.
- Participated in cross-functional meetings involving all departments involved in the production process.
Director of Quality Systems
Heil Trailer International
Athens, USA
10.2019 - 11.2020
- Is to create and implement common quality systems for the entire enterprise.
- This includes a corrective action system, virtual inspections, data collection and analysis, coaching quality managers and inspectors, training on trailer construction and DOT code compliance, to ensure all products are constructed with the highest level of quality possible.
- Reduced total warranty costs by 17% in 2020.
- Reduced delivery warranty costs by 53% and delivery incidents by 61% in 2020.
Director of Technical Service & Warranty
Heil Trailer International
Athens, USA
05.2014 - 08.2019
- Responsible for the administration of technical service, field repair, and warranty for all products produced from three plants, overseeing the US, Canada, Central America, and Saudi Arabia.
- I oversaw the execution of both Heil Trailer, J&L, and Polar Tank Trailer warranty policies and procedures.
- Responsibilities also included reporting and providing solutions to upper management on major warranty issues, NHTSA (National Highway Traffic Safety Administration), and TREAD reporting.
- Facilitated weekly warranty meetings with all plants and engaging in corrective actions.
Quality Manager
Heil Trailer International
Athens, USA
07.2010 - 03.2014
- Implemented a standardize weld school program, weld school area, and weld school trainer.
- Incentivized a 'Pay for Skills' welding program for employee development and worked through Human Resources to develop a pay scale system.
- The role included the supervision of all Quality Control Inspectors covering multiple inspection points throughout facility manufacturing processes.
- Responsibilities also included maintaining ASME U Stamp certification and ISO: 9000 certifications.
- Developed and enforced quality control processes across manufacturing operations.
- Conducted regular audits to ensure compliance with industry standards.
- Trained staff on quality assurance procedures and best practices.
- Collaborated with production teams to resolve quality-related issues promptly.
- Implemented corrective actions for non-conformities in products and processes.
- Reviewed and analyzed quality data to identify trends and areas for improvement.
- Facilitated communication between departments to enhance product quality awareness.
- Monitored product performance against customer specifications and standards, ensuring that all products met the required standards.
- Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.
- Investigated customer complaints regarding product quality issues and developed strategies for resolution.
Technical Service Manager
Heil Trailer International
Athens, USA
05.2007 - 05.2010
- Managed territory encompassing eastern United States, eastern Canada, and Mexico.
- Administered warranty claims for Heil Trailer products from three manufacturing plants.
- Managed technical support for Heil Trailer International's service operations.
- Oversaw training programs for service technicians and staff.
- Developed and implemented standard operating procedures for technical services.
- Collaborated with engineering teams on product improvements and innovations.
- Facilitated communication between departments to enhance service delivery quality.
Various Roles
Heil Trailer International
Athens, USA
09.1995 - 05.2007
- Prior to management roles in the organization, I worked in engineering as an order processor, quality control inspector, welder, and general laborer.
Education
MBA - Business Administration
Tennessee Wesleyan University
Athens08.2024
BS - Business and Management
Tennessee Wesleyan University
Athens, TN12.2022
AAS - Business and Management
Cleveland State Community College
Athens, TN05.2011
Skills
- Quality management and process improvement
- Warranty administration
- Data analysis and compliance
- Customer relationship management
- Technical service coordination
- Team leadership
- Problem solving
- Strategic planning
- Remote work capabilities
- Key account management
- Customer segmentation
- Sales operations
References
Available upon request
Timeline
Director of Defense Programs
Heil Trailer International Co.
10.2025 - Current
Director of Strategic Accounts
Heil Trailer International Co.
05.2022 - 09.2025
Director of Quality Systems and Warranty
Heil Trailer International
01.2021 - 04.2022
Director of Quality Systems
Heil Trailer International
10.2019 - 11.2020
Director of Technical Service & Warranty
Heil Trailer International
05.2014 - 08.2019
Quality Manager
Heil Trailer International
07.2010 - 03.2014
Technical Service Manager
Heil Trailer International
05.2007 - 05.2010
Various Roles
Heil Trailer International
09.1995 - 05.2007
MBA - Business Administration
Tennessee Wesleyan University
BS - Business and Management
Tennessee Wesleyan University
AAS - Business and Management
Cleveland State Community College